Fulfillment, Refund & Cancellation Policy

1. Fulfillment

The cancellation notice and non-refundable-fee rules in this Policy apply only to customers who validly accept them through an Order Form or another affirmative acceptance process. They do not retroactively replace an existing customer's accepted agreement without valid agreement by both parties, and remain subject to applicable law.

LiveIQ services are delivered electronically. Fulfillment begins on the Start Date stated in the Order Form, and onboarding, configuration, and implementation work proceed as described there. Fees for each billing period are earned as the Services are made available for that period, regardless of how much Customer actually uses them.

2. Non-refundable fees

All subscription and service fees are non-refundable once properly charged or earned, except where required by applicable law or expressly agreed in a signed agreement.

This includes:

• Monthly and annual subscription fees, including prepaid subscription fees
• Setup and onboarding fees
• Implementation and integration fees
• Custom development charges
• SMS, telephony, AI processing, and carrier charges
• Usage-based charges
• Professional and technical support fees separately agreed as billable

No refunds or prorated credits are ordinarily provided for:

• Unused subscriptions or unused portions of a valid subscription period
• Reduced usage
• Paused advertising, marketing, or messaging campaigns, including voluntary pauses
• Customer staffing or management changes
• Customer business closures
• A decision to stop using LiveIQ during a committed term

Customer remains responsible for fees during the agreed subscription term, subject to LiveIQ's contractual performance obligations and Customer's non-waivable legal rights.

3. When refunds or credits do apply

The non-refundable rule does not apply to:

• Duplicate charges or charges made in error, which LiveIQ will refund or credit once confirmed
• Billing errors, including charges inconsistent with the Order Form or disclosed rates
• Fees for which a refund is required by applicable law

4. Invoice disputes

Submit good-faith disputes in writing to support@liveiq.ai within 10 calendar days of receiving the invoice, identifying each disputed charge and the reason. Undisputed amounts remain payable when due. LiveIQ will investigate and share supporting invoice or usage records as reasonably appropriate.

Missing this window does not by itself waive legal claims, but acceptance, approval, or payment of invoices may be relevant evidence of the parties' commercial dealings.

Once an undisputed amount is past due, LiveIQ may send written notice identifying the overdue amount and proposed suspension date to Customer's Authorized Representative and designated billing contact. If it remains unpaid 3 calendar days after Customer receives that notice, LiveIQ may suspend affected Services. LiveIQ will not suspend solely for reasonably disputed amounts while Customer cooperates in good faith, and will restore affected Services without undue delay after payment. Lawful interest and collection costs apply only where agreed and enforceable.

5. 30-day written cancellation notice

To avoid a renewal, Customer must give at least 30 calendar days' advance written notice before the applicable Renewal Date. Notice received fewer than 30 days before a Renewal Date takes effect at the earliest later Renewal Date that satisfies the notice requirement.

Example: a subscription renews on the 1st of each month. Notice submitted January 20 is fewer than 30 days before February 1, so the February 1 renewal applies. The subscription continues through February and ends March 1.

For annual subscriptions, missing the notice deadline may result in a renewal for a full additional year. Cancellation during a committed Initial Term ends the subscription at the end of that term unless the Order Form states otherwise.

Notice is measured from the date of the cancellation conversation described in Section 7, subject to that Section's backstop, not from the time LiveIQ completes any internal review or response. LiveIQ's internal review or response time will never be used to extend the notice period.

6. Who may cancel

Cancellation requests must come from:

• The Authorized Representative who signed or accepted the subscription; or
• A verified replacement representative with authority to bind the customer organization.

Receptionists, operational staff, contractors, and other users without contractual authority cannot by themselves terminate the organization's agreement. However:

• Customer may designate a replacement Authorized Representative at any time.
• The original signer does not need to remain employed by Customer for Customer to cancel.

7. How to cancel

Cancelling requires a live cancellation conversation. A written request on its own does not give notice unless the backstop below applies.

Step 1 — send a written request by emailing support@liveiq.ai or using the cancellation request form at liveiq.ai/cancel. Include: customer business name, account or subscription identifier, representative name and job title, business email, requested cancellation date, and (optionally) a reason.

Step 2 — take part in a cancellation conversation. LiveIQ will arrange a telephone or video conversation at mutually reasonable times between Customer's Authorized Representative and an authorized LiveIQ representative. The notice date is the date that conversation takes place.

If LiveIQ does not offer the conversation within 15 calendar days after receiving a written request, the notice date is the date that written request was received. An offer must provide a genuine opportunity to speak at mutually reasonable times without LiveIQ-caused delay beyond the applicable cancellation deadline.

8. Effect of cancellation

Services continue through the effective termination date. Fees and Usage Charges incurred through that date remain payable. Cancellation does not retroactively invalidate amounts properly earned or charged before its effective date.