Refund Policy

Rivas & Bejarano Consulting (d/b/a CX Now)

Last Updated: November 2025

Rivas & Bejarano Consulting, San José, Costa Rica

1. Overview

This Refund Policy ("Policy") describes Rivas & Bejarano Consulting's (operating as CX Now) refund, cancellation, and subscription management practices. Please read this Policy carefully in conjunction with our Terms of Service and Billing Terms.

Merchant of Record: Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. By purchasing our Services, you also agree to Paddle's Checkout Buyer Terms.

2. General Refund Policy

2.1 Non-Refundable Fees

All subscription fees and service charges paid are non-refundable. This aligns with Paddle's policy that there are no refunds on unused subscription periods. This means:

Monthly subscription fees are non-refundable once charged
Annual subscription fees are non-refundable once charged
Overage fees are non-refundable
Setup fees or one-time charges are non-refundable
Premium feature add-ons are non-refundable

Once you have been billed for a subscription period, you have access to the Services for the entire billing cycle and will not receive a refund for that period, even if you cancel before the period ends.

2.2 Exceptions to Non-Refundable Policy

Refunds are provided at the sole discretion of Paddle and/or Rivas & Bejarano Consulting and on a case-by-case basis. We may consider refunds under the following circumstances:

(a) Material Breach

If we materially breach these Terms of Service or the Services fail to perform according to documented specifications, and:

You provide written notice of the breach within 30 days of discovering it;
We fail to cure the breach within 30 days of receiving your notice;
You cancel your Subscription in writing due to this uncured breach;

Then a pro rata refund for the affected billing period may be issued.

(b) Legal Requirement

Refunds will be issued to the extent required by applicable law, including:

Consumer protection laws in your jurisdiction
Regional regulations (EU, California, etc.) that mandate refunds
Court orders or regulatory directives

(c) Duplicate Billing or Billing Errors

If you are billed multiple times for a single subscription period due to a system error or billing mistake, the duplicate charges will be refunded within 30 days of identifying the error.

(d) Free Trial Cancellation

If you cancel a free trial before the trial period ends, you will not be charged. Your credit card will not be charged unless you actively convert to a paid plan before the trial ends.

3. Cancellation and Downgrade Policies

3.1 Subscription Cancellation

You may cancel your CX Now Subscription at any time by:

Logging into your account and navigating to Plan & Billing
Selecting "Cancel My Subscription"
Confirming cancellation through the cancellation survey
Contacting CX Now Customer Support

3.2 When Cancellation Takes Effect

Your cancellation takes effect at the end of your current billing cycle. This means:

For Monthly Subscriptions:

If you cancel on August 8 and your monthly billing cycle ends on September 5, you retain access to paid features through September 5
You will not be charged again after September 5
Your subscription converts to the CX Now Free plan on September 5

For Annual Subscriptions:

If you cancel on August 8 and your annual billing cycle ends on August 8 of the following year, you retain access through that date
You will not be charged again at the next annual renewal
Your subscription converts to the Free plan on the anniversary date

3.3 Pro Rata Refunds Not Issued for Mid-Cycle Cancellation

CX Now does not issue pro rata (partial) refunds for cancellations made during a billing cycle. You are billed in advance for each billing period and receive access to the Services for the entire period regardless of when you cancel. This includes:

Cancellations mid-month in monthly plans
Cancellations mid-year in annual plans

3.4 Downgrade Policy

If you downgrade from one paid plan to a lower-tier paid plan:

No refund is issued for the difference in cost
The downgrade takes effect at the end of your current billing cycle
You continue to have access to your current plan features until the downgrade date
Some features may become unavailable after downgrade (e.g., premium themes on lower tiers)

Important: Downgrading may result in:

Loss of responses exceeding your new plan's response limit
Inability to use certain paid-exclusive features
Archived or hidden data that was accessible on your previous plan

CX Now recommends exporting all important data before downgrading.

3.5 Downgrade to Free Plan

If you downgrade from a paid plan to CX Now's Free plan:

All premium features become unavailable
Your forms may close to new responses (depending on Free plan restrictions)
Response data exceeding Free plan limits will not be accessible (but will not be permanently deleted for a limited time)
No refund is issued for the remaining billing period

4. Account Closure and Data Deletion

4.1 Account Closure Process

You may close your CX Now account at any time by:

Logging into your account settings
Selecting "Close Account" or "Delete Account"
Following the confirmation process
Note: If your account is part of a team or enterprise plan, you may need administrator approval

4.2 Upon Account Closure

When you close your account:

Your Subscription is automatically cancelled
All access to the Services terminates immediately
Your Content (surveys, forms, responses, data) will be deleted according to our Data Retention Policy
No refund is issued for the remaining billing period
You may not recover data after the retention period expires

4.3 Data Export Before Closure

Before closing your account, you can:

Export your surveys and forms
Export all collected responses and data
Download reports and analytics
Save all Content in a portable format

After account closure, data recovery may not be possible. CX Now strongly recommends backing up all critical data before requesting account closure.

4.4 Data Retention After Closure

After account closure:

Your data will be retained for a limited retention period (typically 30-90 days) to allow recovery requests
After the retention period, data is permanently deleted
Some backup copies may persist for up to 90 days for disaster recovery purposes
Aggregate and de-identified data derived from your Content may be retained indefinitely

5. Refunds for Service Failures and Outages

5.1 Service Availability

CX Now makes commercially reasonable efforts to maintain Service availability. However, the Services are provided "as is" without guarantee of continuous operation.

5.2 Scheduled Maintenance

CX Now may perform scheduled maintenance during which Services may be unavailable:

We provide advance notice of scheduled maintenance when possible
Maintenance windows are typically brief and occur outside business hours
Scheduled maintenance does not entitle you to a refund

5.3 Unplanned Outages

If an unplanned outage prevents you from accessing or using the Services:

CX Now will make reasonable efforts to restore service promptly
If an unplanned outage lasts more than 24 hours and prevents access to the Services, you may contact CX Now to request a pro rata credit or refund
Credits: CX Now may issue account credits rather than refunds at our discretion
Refund Eligibility: Refunds for outages are only issued if you can demonstrate direct financial loss attributable to the outage and notify CX Now within 30 days

5.4 Limitations on Outage Compensation

CX Now will not issue refunds or credits for:

Outages caused by your actions, equipment, or internet connection
Third-party service failures beyond CX Now's control
Outages resulting from force majeure events
Outages caused by denial-of-service attacks or unauthorized access
Maintenance we provided advance notice about
Performance issues that do not completely prevent access to the Services

6. Refund Process and Timeline

6.1 Requesting a Refund

To request a refund, you must:

Contact CX Now Customer Support at cxnow@lambdahq.com
Provide your account email address and subscription details
Explain the reason for your refund request
Provide supporting documentation or evidence
Submit your request within 30 days of the charge in question

6.2 Refund Eligibility Review

Upon receiving a refund request, CX Now will:

Review your request within 5-7 business days
Determine whether your request meets the criteria in this Policy
Contact you to request additional information if needed
Notify you of the decision in writing

6.3 Refund Approval and Processing

If your refund request is approved:

CX Now will process the refund within 10-15 business days
For Credit Cards: Refunds are returned to the credit card used for payment
For Other Payment Methods: Refunds are processed to your original payment method
Some banks or payment processors may take an additional 3-5 business days to display the refund in your account
You will receive a confirmation email when the refund is processed

6.4 Denied Refund Requests

If your refund request is denied, CX Now will:

Provide a clear explanation of why the request does not meet the refund criteria
Outline alternative solutions if available
Provide information about escalation or dispute processes

7. Chargeback and Dispute Process

7.1 Dispute Resolution Before Chargebacks

If you are unsatisfied with CX Now's refund decision or have a billing dispute:

Contact CX Now Customer Support to discuss your concerns
We will work with you to find an acceptable resolution
Most disputes can be resolved through open communication

7.2 Chargeback Policy

If you dispute a charge through your bank or credit card company (a "chargeback"):

CX Now will be notified by your financial institution
You will forfeit access to your CX Now account during the dispute period
CX Now will provide evidence to your financial institution to defend against the chargeback
If the chargeback is resolved in your favor, your account access may be terminated permanently
Repeated chargebacks may result in permanent termination of your account and ban from CX Now Services

7.3 Preventing Misuse

To prevent abuse and fraud, CX Now reserves the right to:

Terminate accounts with multiple failed payment attempts
Suspend accounts with disputed charges
Decline future payments from accounts with unresolved disputes
Report payment disputes to payment networks and fraud prevention services

8. Taxes

8.1 Tax Responsibility

You are responsible for all taxes on your purchases:

CX Now charges applicable sales tax, VAT, GST, or other consumption taxes
Some jurisdictions may exempt certain buyers (nonprofits, educational institutions, etc.)

8.2 Tax Exemption

If you qualify for tax exemption:

Provide CX Now with valid tax exemption documentation
Submit documentation before your initial purchase or within 90 days of purchase (within 60 days for certain states)
Tax already collected may be refunded upon submission of valid documentation

8.3 Tax Refunds

If CX Now determines in its sole discretion that you were improperly charged tax:

We will refund the tax collected based on applicable tax laws
Refunds will be processed within 30 days

9. Special Circumstances and Exceptions

9.1 Enterprise and Custom Agreements

If you are an enterprise customer with a custom agreement:

The refund and cancellation terms in your custom agreement supersede this Policy
Refund eligibility and timeline may differ
Contact your CX Now account representative for details

9.2 Promotional Offers and Discounts

Promotional pricing, discounts, or free trial offers:

Are non-refundable even if you cancel before the promotional period ends
May have specific terms and conditions that override this general Policy
Terms are presented at the time of purchase

9.3 Payment Plan Subscriptions

If you purchased a multi-year payment plan or committed subscription:

Early termination may incur cancellation fees
Refunds are limited unless required by law or CX Now materially breaches the agreement

9.4 Team and Enterprise Accounts

For team and enterprise accounts:

Only authorized administrators can request refunds
Refund requests must be submitted on behalf of the organization
Individual team members cannot request refunds unilaterally

10. Consumer Rights and Regional Variations

10.1 Consumer Protection Laws

This Policy is subject to applicable consumer protection laws. Nothing in this Policy limits rights that are:

Granted to you by your country or state consumer protection laws
Non-waivable under applicable law
Mandated by regulatory requirements in your jurisdiction

10.2 Costa Rica Consumers

If you are a consumer in Costa Rica:

You are protected by the Consumer Protection Law (Ley de Promoción de la Competencia y Defensa Efectiva del Consumidor, Ley N° 7472)
You may file complaints with the National Consumer Commission (Comisión Nacional del Consumidor)
Consumer rights under Costa Rican law cannot be waived and take precedence over conflicting provisions in this Policy

10.3 European Union Consumers

If you are a consumer in the European Union or United Kingdom:

You generally have a right to cancel this agreement within 14 days without giving any reason.
Exception: However, by purchasing digital content or services (such as a CX Now subscription) and starting to use them (e.g., accessing the platform, creating a survey), you consent to immediate performance of the contract and acknowledge that you thereby lose your right of withdrawal.
If you have not used the Services, you may request a cancellation within the 14-day period by contacting Paddle or our support team.

10.4 California Residents

If you are a resident of California:

You may have additional protections under California consumer protection laws
Certain refund and cancellation rights may apply
Please refer to CX Now's California Consumer Notice for specific details

10.5 Other Regional Variations

Consumers in other regions with specific consumer protection laws may have additional rights. Contact CX Now Customer Support for region-specific refund policies.

11. Refund and Cancellation Examples

Example 1: Monthly Subscription Cancellation

Scenario: You purchase an Essential CX Plan monthly subscription on August 1, paying $19/month. You cancel on August 15.

Result:

Your cancellation takes effect on September 1 (end of your current billing cycle)
You retain access to all paid features through August 31
No refund is issued for the remaining time in August
You are not charged for September

Example 2: Annual Subscription Mid-Year Cancellation

Scenario: You purchase an Intelligent CX Plan annual subscription on January 1, paying $468/year ($39/month billed annually). You cancel on June 15.

Result:

Your cancellation takes effect on December 31 (end of your current billing cycle)
You retain access to all paid features through December 31
No pro rata refund is issued for the remaining 6 months
You are not charged for the next year

Example 3: Service Outage Claim

Scenario: CX Now experiences a 36-hour outage affecting your account. You request a refund.

Result:

Your refund request is reviewed within 5 business days
If the outage prevented you from accessing Services and caused documented loss, CX Now may issue a pro rata credit or refund
If you receive a credit, it is applied to your next billing cycle

Example 4: CX Now Material Breach

Scenario: CX Now fails to deliver a promised feature, preventing you from using the Services. You notify CX Now, which fails to resolve the issue for 45 days. You cancel.

Result:

You may request a refund for the current billing period due to material breach
CX Now reviews your request and determines the breach was uncured
A pro rata refund is issued for the affected period

12. Customer Support

12.1 Contacting CX Now

For refund requests, refund status, or billing issues:

Email: cxnow@lambdahq.com Support Portal: www.cxnow.com/support Address: CX Now, San José, Costa Rica

12.2 Response Times

CX Now will respond to refund requests within:

Initial Response: 1-2 business days
Refund Decision: 5-7 business days
Refund Processing: 10-15 business days after approval

12.3 Escalation

If you are unsatisfied with an initial refund decision:

You may request escalation to CX Now's Management Team
Escalation requests should be submitted in writing to cxnow@lambdahq.com
CX Now will review escalated requests within 10 business days

13. Changes to This Policy

13.1 Policy Updates

CX Now may modify this Refund Policy at any time. Changes will be effective:

Upon posting to the CX Now website
Upon email notification to active subscribers
30 days after notice for material changes

13.2 Applicability of Changes

Policy changes apply to new subscriptions immediately
Existing subscriptions are governed by the Policy in effect at the time of purchase, unless material changes favor the customer
Continued use of CX Now Services after changes constitute acceptance of the updated Policy

14. Final Terms

14.1 Entire Agreement

This Refund Policy, together with the Terms of Service and Privacy Policy, constitutes the entire agreement regarding refunds and cancellations. Prior practices or understandings not included here do not apply.

14.2 Limitations on Refund Claims

Refund requests must be submitted within 30 days of the charge
CX Now is not obligated to process refunds requested more than 30 days after a charge
Refund requests must be submitted through official CX Now channels

14.3 Non-Waiver

CX Now's failure to enforce any provision of this Policy does not constitute a waiver of that provision or any other provision.

14.4 Severability

If any provision of this Policy is determined to be unenforceable, that provision will be severed, and the remaining provisions will continue in full effect.

Last Updated: November 2025