Billing & Cancellation Policy

1. Scope

This Billing & Cancellation Policy explains how Lux Services LLC generally handles subscription billing, cancellation, delinquency, downstream member billing protection, reactivation, and account retention for the BJJ Track platform.

This Policy is intended to supplement our Terms of Service. If there is a conflict between a signed order form and this Policy, the signed order form controls for the specific customer and service covered by that document.

2. Standard Billing Terms

Paid subscriptions and add-ons are billed in advance on the billing cycle selected at checkout or in billing settings. Unless we expressly agree otherwise in writing, subscriptions renew automatically until canceled.

Except where applicable law requires otherwise or where BJJ Track expressly agrees in writing, fees are non-refundable for the current billing period. Canceling stops future renewal charges but does not automatically create a refund for the current term.

3. Customer Cancellation

Customers may cancel renewal through the applicable billing workflow, Stripe-hosted portal where enabled, or by contacting contact@bjjtrack.com. Cancellation prevents future renewal charges after the current paid period ends unless the account is terminated earlier for fraud, abuse, chargeback activity, or other legal or operational risk.

4. Standard Non-Payment Timeline

Unless a shorter or different response is required for fraud, abuse, chargebacks, legal risk, processor requirements, or material breach, our standard delinquency workflow is generally as follows:

• Day 0 through approximately day 4. Payment has failed, but the account typically remains operational while retries and owner or admin notices occur.
• Beginning around day 5. We may pause higher-cost or higher-risk channels such as outbound SMS, email, AI Flex Credits, Smart Voice, or automations while leaving core administrative access available.
• Beginning around day 14. We may place the tenant into a restricted or read-only state and may disable staff dashboards, member portals, kiosks, POS, or similar surfaces.
• Final notice around day 21. We may send additional escalation notices to account owners or administrators before full cancellation.
• Around day 30. If payment remains unresolved, we may lock or cancel the account, require a new checkout or reinstatement flow, and stop affected downstream billing activity where legally or operationally appropriate.
• Around day 90. We may send a former-customer archive or retention notice.
• After approximately 180 days. Former-customer operational data may move into archival, anonymization, or purge processing, subject to retention obligations.

These timing windows are targets rather than guarantees. BJJ Track may accelerate, delay, skip, reverse, or modify a step whenever reasonably necessary to protect the platform, comply with law or processor rules, or resolve a billing issue.

5. Admin Notices and Neutral End-User Messaging

Billing-specific notices are generally intended for account owners, billing contacts, and authorized administrators. When staff, members, leads, or other end users are shown operational interruption messages, BJJ Track may use neutral language such as maintenance, temporary unavailability, or similar service-status wording rather than disclosing the customer's billing condition.

BJJ Track may also send neutral service-status notices to end users where reasonably necessary to administer cancellations, pause member billing, prevent improper charges, or reduce chargeback and consumer-protection risk.

6. Member Billing and Consumer-Protection Safeguards

If a customer's BJJ Track subscription reaches a cancellation, closure, or locked state and continued downstream member billing could create consumer-protection, card-network, processor, chargeback, reputational, or legal risk, BJJ Track may pause, cancel, or otherwise stop member billing activity that is running through BJJ Track-managed payment flows, including Stripe Connect flows where applicable.

Where required by applicable law, processor rules, platform policy, or our risk assessment, BJJ Track may also process or facilitate prorated refunds, credits, or cancellation events for remaining unused service periods. Any such action may be taken without waiting for further customer approval if BJJ Track reasonably believes the action is necessary to avoid improper billing, legal exposure, or payment-network harm.

The customer remains responsible for its own member contracts, pricing promises, off-platform billing, taxes, refunds beyond the amounts actually processed through BJJ Track, disputes with its members, and compliance with all applicable consumer-protection and automatic-renewal laws.

7. Stripe, Connected Accounts, and Third-Party Fees

Payment processing and connected-account functionality may be provided through Stripe or other third-party providers. Stripe processing fees, application fees, telecom fees, advertising spend, taxes, chargebacks, and similar third-party charges are governed by the applicable provider terms and are the customer's responsibility unless we expressly agree otherwise in writing.

BJJ Track may transmit operational instructions, status changes, cancellation events, metadata, or refund requests to those providers as reasonably necessary to provide the Services, enforce platform policy, or protect against billing-related risk.

8. Reactivation and Data Preservation

Reactivation after suspension or cancellation may require updated payment information, a new checkout session, renewed acceptance of current terms, or additional onboarding steps. Depending on the length of inactivity, certain third-party resources such as messaging numbers, voice assets, or downstream subscriptions may need to be reprovisioned or recreated.

BJJ Track generally preserves former-customer operational data for a limited period to support reactivation, exports, dispute response, fraud review, or system restoration. Additional detail is available in our Data, Retention & Telemetry Policy.

9. Chargebacks, Disputes, and Risk Actions

If a payment is disputed, reversed, or charged back, or if BJJ Track detects fraud, processor restrictions, unusual billing activity, or abuse, we may immediately suspend access, disable related payment flows, hold reactivation, require additional verification, retain relevant records, or take other protective action without prior notice.

10. Contact Information