Refund Policy

This Refund Policy ("Policy") applies to all purchases of services from Apex Marketing & E-commerce LLC, a Tennessee limited liability company operating the Instant Edge Systems brand ("Instant Edge Systems," "we," "us," "our"). It is incorporated into and forms part of our Terms of Service. Capitalized terms not defined here have the meaning given in the Terms of Service.

1. The 30-Day Answer-First Guarantee

Use the System for thirty (30) days. If you still do not want it, email us and, subject to the conditions and exclusions below, we will refund the subscription fee you paid us plus any sales tax that we are permitted to reverse or recover with that refund.

To request a refund, email decarlo@instantedgesystems.com with the subject line "Refund Request" and include your full name and the email address used at checkout. We will process approved refunds to the original payment method within 5-10 business days.

This refunds our subscription fee. Carrier and messaging usage, registration fees, domains, ad spend, and any third-party platform charge are billed at cost, are spent when they are used, and are not refundable — see §1.5 for the full list.

1.1 The three conditions. This guarantee asks you to actually run the System before you decide it does not work. To qualify, you must have:

1. Attended your kickoff call. One call, about twenty minutes, scheduled at your convenience.
2. Let the System answer your calls. Call routing must be completed so that missed calls actually reach the text-back automation. We set this up; you approve it.
3. Replied to the leads it sends you. When the System opens a conversation with a homeowner and hands it to you, you respond to it. The System starts conversations. It does not close jobs for you, and it never claimed to.

That is the whole list. There is nothing else to do, no form to file, and no minimum number of calls, leads, jobs, or dollars you have to hit.

1.2 What we will never do with these conditions. We will not use them as an escape hatch:

• If we failed to complete your setup, routing, or onboarding, that is on us and it does not count against you.
• If your A2P 10DLC messaging registration has not cleared yet, the text-back automation cannot legally send. That delay is outside both our control and yours, and it never counts against you. Where registration is still pending on day 30, the refund window is extended to thirty (30) days after registration is approved and active, so you always get a full month with the System actually running.
• If you are unsure whether you have met a condition, ask. We will tell you straight, and we will tell you before the window closes, not after.

1.3 How the 30 days are counted. The period runs from the date of your original purchase - the date your first payment was successfully charged - except where §1.2 extends it for pending messaging registration. It is counted in calendar days and includes weekends and holidays.

1.4 One guarantee per business. This guarantee may be used once per business entity, once per owner, and once per service address. It does not reset if you cancel and later re-subscribe, if you subscribe under a different business name or entity, or if a related person or entity subscribes for the same underlying business.

1.5 What a refund covers, and what it does not.

We refund our subscription fee. We do not refund money we never kept.

An approved refund covers the subscription fees you paid to Instant Edge Systems for the Service — and only those. Everything below is either money paid through us to somebody else, or money spent on your behalf and gone. None of it is refundable, whether or not the subscription fee is refunded.

(a) Messaging, voice, and carrier usage. Text messages sent and received, phone minutes, carrier surcharges, per-segment fees, short-code or toll-free fees, and any usage billed by the messaging or telephony provider (for example Twilio or an equivalent carrier). Message and data rates apply to your account and remain your responsibility. These are billed to you at cost with no markup, they are consumed the moment they are used, and we cannot recover them from the carrier.

(b) Registration and compliance fees. A2P 10DLC brand registration, campaign registration, vetting fees, and any carrier or Campaign Registry charge. These are paid to third parties, are non-refundable to us, and are non-refundable to you.

(c) Domains and anything registered in your name. Domain registration, renewal, transfer, privacy protection, and SSL purchased outside the platform. You keep the domain. We do not refund what we paid to buy or move it.

(d) Third-party platform, software, and hosting fees. Any subscription, licence, seat, app, integration, or hosting charge payable to a provider other than Instant Edge Systems — including anything you add to your account yourself, and any hosting you arrange or retain outside our platform.

(e) Advertising spend. Money paid to Google, Meta, or any ad platform, plus any management fee for a period already worked.

(f) Payment processing fees retained by the payment processor on the original transaction, where the processor does not return them to us on a refund.

(g) Work quoted and delivered outside the subscription — for example separately quoted advertising management, photography, or content production.

(h) Sales tax. When an underlying subscription fee is refunded, we also refund the associated sales tax to the extent it can be reversed, credited, or recovered under the applicable tax rules. If a taxing authority does not permit recovery of a remitted amount, that unrecoverable amount is excluded from the refund.

In plain terms: if the money went to a carrier, a registrar, an ad platform, a processor, or another vendor, it is not ours to give back. If it went to us as the subscription fee, it is, and you get it.

We will itemise pass-through charges on request so you can see exactly what was spent and where it went.

1.6 What happens to your System on refund. A refund ends the relationship. It is not a purchase of the work product. On refund:

• You keep any domain registered in your name, and you receive an export of your contact and conversation history. That is your data and we will not withhold it.
• Your website, automations, workflows, and mobile application run on our platform and under our platform licenses. They are deactivated on the refund date and do not transfer to you, in whole or in part, in any format.
• Templates, automation logic, campaign copy, and configuration remain our property and that of our platform provider, as set out in Section 6 of the Terms of Service.

1.7 Good-faith condition. This guarantee exists so a contractor who genuinely does not want the Service is not stuck with it. It is not a mechanism for obtaining a completed build for free. We reserve the right to decline a request we determine in good faith to be made in bad faith - including a request made immediately after export of the full contact database with no other use of the Service, a request accompanied by an attempt to copy or replicate the System, and repeat requests across related entities under §1.4. We will state our reasoning in writing.

Status (2026-08-20): done. funnel/04-checkout.html now carries all three conditions as visible body copy in a full-width guarantee card above the fold of the guarantee block, including the A2P extension and the once-per-business limit, with a link through to this document. site/index.html carries them in the third guarantee card and in FAQ "What exactly do I have to do to qualify for the refund?". If you reword a condition here, reword it in both of those places in the same pass - a mismatch between an advertised guarantee and its policy is worse than either version alone.

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2. After the 30-Day Period

Once the 30-day period in §1 has expired — including any extension under §1.2 — all fees are non-refundable.

The yearly plan remains active and runs for the full prepaid term even if you stop using the Service.

2.1 No partial-period refunds. We do not prorate. If you cancel a monthly plan mid-cycle, service continues to the end of the cycle you have paid for and is not refunded. If you cancel a yearly plan after day 30, the prepaid term runs to its end date and the unused portion is not refunded, credited, or transferable.

2.2 This does not limit the 2-Minute Guarantee. The 2-Minute Guarantee described in Section 4 of the Terms of Service remains available after the 30-day refund window closes. Its remedy is a waived or credited month of service, not a cash refund. The core-build 7–10 business-day implementation range is a planning target, not a money-backed guarantee. See §3 below for how the refund policy and service guarantee interact.

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3. How the Refund Policy and Service Guarantee Interact

IES uses a 30-day purchase/refund guarantee and a separate 2-Minute service guarantee. The core-build implementation range is a planning target, not a guarantee.

3.1 Remedies are exclusive and do not stack. The remedy stated for each guarantee is your sole and exclusive remedy for the failure it covers. The implementation target in the table above does not create a service credit or refund remedy.

3.2 Credits already applied reduce a refund. If you have received a waived or credited month under the 2-Minute Guarantee and you then request a refund under §1, the refund is calculated on amounts you actually paid us. A month that was already free is not refunded, because you did not pay for it.

3.3 No warranty of business results. Neither the refund policy, the 2-Minute Guarantee, nor the implementation target promises any number of jobs, leads, calls, bookings, or dollars of revenue. See §11.

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4. How to Cancel

You may cancel at any time by emailing decarlo@instantedgesystems.com.

Cancellation stops future renewals but does not entitle you to a refund after the Answer-First period in §1 has closed.

4.1 We will not make you jump through hoops. Cancellation requires one email. We do not require a phone call, a retention conversation, a written notice period, an exit interview, or a form. We will confirm your cancellation in writing within two (2) business days. If you do not receive that confirmation, resend your request to decarlo@instantedgesystems.com with the subject line "Cancellation Follow-Up". A cancellation we failed to acknowledge is still effective on the date you first sent it.

4.2 Effective date. Cancellation takes effect at the end of your current paid billing period. Your System remains live until that date.

4.3 Automatic renewal — please read. Subscriptions renew automatically so that your System does not go dark unexpectedly:

• Monthly plans renew every month on your billing date at the then-current monthly rate until you cancel.
• Yearly plans renew every twelve (12) months on your anniversary date at the then-current annual rate until you cancel.
• We will send a renewal reminder to your email on file at least thirty (30) days before any yearly plan renews, stating the renewal date, the amount, and how to cancel.
• We will give at least 30 days' notice of any price change, effective no earlier than your next billing cycle.
• You may cancel at any time before the renewal date and the renewal will not be charged.

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5. Chargebacks and Payment Disputes

By completing your purchase you agree to these terms.

Any chargeback or payment dispute filed after the Answer-First period in §1 has closed will be contested with evidence of your agreement to this policy.

We reserve the right to suspend or terminate access and pursue the remaining balance if a chargeback is filed in violation of these terms.

5.1 Contact us first. If you are inside the §1 window, ask for the refund — you will get it, and it costs you nothing. If you believe you have been charged in error, email decarlo@instantedgesystems.com before contacting your bank or card issuer. Nearly every billing dispute we have the chance to look at gets resolved the same day. A chargeback costs us a fee whether or not it succeeds and it costs you the relationship.

5.2 Recovery of costs. Where a chargeback is filed in violation of this Policy and we prevail, you agree to reimburse us for the card network's chargeback fee and for reasonable costs of response, as permitted by applicable law and by the applicable card network rules.

5.3 Card network rules still govern the dispute itself. Nothing in this Policy limits any right you have under the rules of your card network or under applicable law, and nothing here prevents you from filing a dispute. This section governs the contractual relationship between us; it does not and cannot override Visa, Mastercard, American Express, Discover, or issuing-bank procedures.

5.4 Suspension. We may suspend the Service during an unresolved chargeback on a past-due amount. We will restore it promptly on resolution or payment.

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6. Business-to-Business Transaction

The Service is sold exclusively to businesses, for business purposes. By purchasing, you represent that:

• You are purchasing on behalf of a business, trade, or commercial enterprise, and not for personal, family, or household purposes;
• You are at least 18 years old and have authority to bind that business; and
• The business information you provide at checkout is accurate.

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7. Governing Law and Venue

This Policy and any dispute arising out of or relating to it, the Terms of Service, or the Service are governed by the laws of the State of Tennessee, without regard to its conflict-of-law rules.

Unless applicable law requires otherwise, the agreed venue for any action is the state courts located in Davidson County, Tennessee, or the United States District Court for the Middle District of Tennessee. Any court's jurisdictional requirements and any non-waivable rights under applicable law continue to apply.

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8. Dispute Resolution

8.1 Talk to us first. Before starting a formal proceeding, you agree to email decarlo@instantedgesystems.com with a written description of the dispute and the resolution you want, and to give us thirty (30) days to try to resolve it informally.

8.2 Court remedies. If the dispute is not resolved informally, either party may pursue any remedy available under applicable law in a court with jurisdiction, subject to the venue provision in §7 and any non-waivable legal rights.

8.3 Small claims. Either party may use small claims court if the claim qualifies.

8.4 No hidden waiver. This Policy does not create a binding-arbitration requirement, class-action waiver, or jury-trial waiver. Any future agreement containing one of those provisions must be separately reviewed and expressly agreed.

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9. Tennessee Consumer Protection Act — Non-Waiver

Nothing in this Policy waives, restricts, or limits any right or remedy available to you under the Tennessee Consumer Protection Act of 1977, Tenn. Code Ann. § 47-18-101 et seq., or under any other statute whose protections cannot lawfully be waived by agreement.

Any provision of this Policy that would have that effect is, to that extent only, inoperative — and the remainder of this Policy stays in force.

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10. Limitation of Liability

To the maximum extent permitted by applicable law, our total aggregate liability to you for all claims arising out of or relating to this Policy, the Terms of Service, or the Service is limited to the total amount you actually paid us in the twelve (12) months immediately preceding the event giving rise to the claim.

We are not liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost business opportunity, lost goodwill, or loss of data, even if we have been advised of the possibility of such damages.

These limitations apply regardless of the theory of liability — contract, tort, negligence, strict liability, statute, or otherwise — and survive termination.

Some jurisdictions do not allow the exclusion or limitation of certain damages. Where that is the case, the exclusions above apply only to the extent permitted, and our liability is limited to the smallest amount permitted by that law.

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11. No Guarantee of Results; Earnings and Savings Claims

We do not guarantee any business outcome. We do not promise any number of jobs, leads, calls, bookings, reviews, search rankings, or dollars of revenue.

Any figure, calculator output, example, projection, illustration, or case study appearing on our website, in our marketing, or in a sales conversation is an illustration based on inputs you or we supply — not a prediction, a projection of your results, or a representation of typical results. Individual results vary and depend on factors outside our control, including your pricing, your capacity, your reputation and reviews, your service area, seasonality, competition, market conditions, and how you and your team handle a lead once the System delivers it.

The calculators on our website compute arithmetic from numbers you enter. They describe a hypothetical, not your business.

We are not selling a business opportunity, a franchise, a security, or an investment. We provide marketing and automation services.

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12. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.

The express guarantees in §3 are the only warranties we make, and they are limited to their stated terms and remedies.

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13. Third-Party Platforms

The Service may depend on third-party platforms we do not control, including hosting providers, CRM/work-management providers, calendar and meeting providers, communications carriers or registration authorities when messaging is activated, Google services, and payment processors.

We are not liable for interruption, degradation, data loss, policy change, price change, or termination caused by any of them. A third-party outage is not a failure of the 2-Minute Guarantee where the automation itself fired as designed; where a third-party failure prevents the automation from firing at all, we will tell you plainly and we will not count it against you either.

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14. Force Majeure

Neither party is liable for failure or delay caused by events beyond its reasonable control, including natural disaster, severe weather, fire, flood, war, terrorism, civil unrest, epidemic, labor action, utility or telecommunications failure, internet or hosting outage, cyberattack, or governmental action.

If an event beyond reasonable control materially affects the core-build planning target, we will communicate the revised expectation promptly. Carrier A2P review time is tracked separately as an external dependency under Terms of Service §4.1.1.

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15. Time Limit for Claims

Claims are subject to the statutes of limitation and other filing deadlines imposed by applicable law. This Policy does not shorten a legally available filing period.

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16. Attorney's Fees and Costs

Each party is responsible for its own attorney's fees and costs except where applicable law, a court order, or a separately signed agreement provides otherwise.

This Policy does not establish a contractual late-interest rate.

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17. Jury Trial

Any right to a jury trial is governed by applicable law. This Policy does not contain a contractual waiver of that right.

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18. Electronic Agreement and Records

You consent to transact electronically. Your click-through acceptance at checkout, your email confirmations, and your electronic signature have the same legal effect as a handwritten signature under the federal E-SIGN Act, 15 U.S.C. § 7001 et seq., and the Tennessee Uniform Electronic Transactions Act, Tenn. Code Ann. § 47-10-101 et seq.

We may deliver notices, renewal reminders, and policy updates to the email address on your account. Keeping that address current is your responsibility.

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19. Severability; No Waiver; Assignment; Entire Agreement

19.1 Severability. If any provision is held invalid or unenforceable, it is modified to the minimum extent necessary to make it enforceable, or severed if it cannot be. The rest of the Policy stays in effect.

19.2 No waiver. Our failure to enforce any provision is not a waiver of it.

19.3 Assignment. You may not assign this Policy or your subscription without our written consent, which we will not unreasonably withhold — including on a sale of your business. We may assign it to a successor in connection with a merger, acquisition, or sale of substantially all assets.

19.4 Entire agreement. This Policy, together with the Terms of Service, Privacy Policy, SMS Terms, and your Client Service Agreement, is the entire agreement between us on this subject and supersedes any prior or contemporaneous statement, proposal, or representation, whether oral or written. In the event of a conflict, this Policy controls on refunds and cancellation; the Terms of Service control on everything else.

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20. Changes to This Policy

We may update this Refund Policy from time to time. The version in effect at the time of your purchase will govern your transaction.

We will post the updated version at https://instantedgesystems.com/refund-policy with a new "Last Updated" date, and we will email account holders at least 30 days before any change that materially reduces your rights. Continued use of the Service after the effective date of a change constitutes acceptance of it, except that a change materially reducing your rights does not apply retroactively to a purchase already made.

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21. Contact

Instant Edge Systems Apex Marketing & E-commerce LLC, operating under the Instant Edge Systems brand Nashville, Tennessee, United States decarlo@instantedgesystems.com

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