Customer Experience (CX) Cancellation Policy

Summary

The Customer Experience (CX) Organization at CaptivateIQ provides implementation services and technical support to our valued customers. We are able to accommodate a high-volume queue through careful planning, scheduling, and communication. If a customer cancels a scheduled meeting with little or no advanced notice, CaptivateIQ and/or its subcontracted partners may log the meeting time as billable, as it would have otherwise been spent assisting another customer. This may result in additional fees.

Remote Services Delivery

All of the services provided by CaptivateIQ and its subcontracted partners are delivered remotely. Therefore, no travel expenses are expected to be incurred through our regular course of business. This policy refers only to the cancellation of remote services.

Notification

Requests to cancel or reschedule a meeting must be submitted via email to your project lead and be in accordance with the terms of the below section entitled “Timing.” It is acceptable to decline the meeting invitation or to send an email with cancellation or reschedule in the subject line. These requests are not accepted by phone, voicemail, or any other method.

Timing

If a customer declines, cancels, or reschedules a meeting within 24 hours of the meeting start time, CaptivateIQ and its subcontracted partners may log 50% of the allocated time as billable to your project. CaptivateIQ reserves the right to cancel a meeting when the customer has not accepted the meeting invitation within 24 hours of the scheduled start time. 

No-Shows

Failure to attend a scheduled call without the aforementioned notification is a “no-show.” No-shows will result in 100% of the allocated meeting time being logged as billable to your project. 

Paused Projects

A project stage will be changed to “Paused” if: 

• • A customer is unresponsive for 10 consecutive business days. This includes missing scheduled meetings and not responding to critical email or phone communication.‍
• • A customer cancels standing project meetings for 10 consecutive business days.

If a customer pauses a project for more than 60 calendar days (in the aggregate), CaptivateIQ and the customer will enter into a Change Request to mutually redefine the scope, timeline, and cost of the project.

Modifications

CaptivateIQ reserves the right to update this Policy and will notify customers by posting new terms at https://captivateiq.com/cx-cancellation-policy and updating the “Last Updated” date above.