Skip to content

Refund Policy

Last Updated: January 30, 2025

Our Commitment to Your Satisfaction

At Onyx, we're confident that our AI-powered CRM will help you book more appointments and grow your insurance business. That's why we offer a straightforward refund policy designed to let you try Onyx risk-free.

14-Day Money-Back Guarantee

The Promise

If you're not completely satisfied with Onyx within the first 14 days of your initial subscription, we'll give you a full refund - no questions asked.

How It Works

  1. Sign up for any Onyx plan (Core, Prime, or Elite AI)
  2. Try the platform for up to 14 days
  3. If it's not for you, contact us within 14 days of your initial purchase
  4. Receive a full refund within 5-10 business days

Eligibility

The 14-day money-back guarantee applies to:

  • ✓New subscribers only (first-time Onyx users)
  • ✓All subscription plans (Core, Prime, Elite AI)
  • ✓Monthly subscription fees
  • ✓Annual subscription fees

The guarantee does not apply to:

  • ✗Subscription renewals (second month and beyond)
  • ✗Previous subscribers who are returning
  • ✗Setup fees for Elite AI plans (once onboarding has commenced)
  • ✗Add-on services or custom development work

Refund Requests

How to Request a Refund

To request a refund under our 14-day guarantee:

Email: support@onyx-crm.com

Subject Line: Refund Request - [Your Name]

Include:

  • Your full name
  • Email address associated with your account
  • Reason for cancellation (optional, but helps us improve)

Or call us:

Phone: 737-325-8808

Hours: Monday-Friday, 9am-5pm CT

Processing Time

  • Refund requests are processed within 2 business days
  • Funds are returned within 5-10 business days depending on your payment method and financial institution
  • Refunds are issued to the original payment method

After the 14-Day Period

No Prorated Refunds

After the initial 14-day period:

  • All fees are non-refundable
  • No refunds for partial months of service
  • No refunds for unused time after cancellation

Cancellation

You can cancel your subscription at any time:

  • Your service will remain active until the end of your current billing period
  • You will not be charged for future billing periods
  • You retain access to all features until your paid period ends

To cancel:

  1. Log into your Onyx account
  2. Go to Settings → Billing → Cancel Subscription
  3. Or email support@onyx-crm.com

Subscription Plans

Core Plan ($99/month or $999/year)

  • 14-day money-back guarantee applies to both monthly and annual plans
  • No setup fees
  • Cancel anytime

Prime Plan ($149/month or $1,499/year)

  • 14-day money-back guarantee applies to both monthly and annual plans
  • No setup fees
  • Cancel anytime

Elite AI Plan ($499/month + $1,499 setup)

  • 14-day money-back guarantee applies to the monthly subscription fee only
  • Setup fee ($1,499) is non-refundable once onboarding has begun
  • If you cancel within 14 days before your onboarding call, the setup fee will be refunded
  • If you cancel within 14 days after your onboarding call has occurred, only the monthly fee is refundable

Special Circumstances

Billing Errors

If you believe you've been charged in error:

  • Contact us immediately at support@onyx-crm.com
  • We will investigate within 2 business days
  • Legitimate billing errors will be refunded in full

Service Outages

If Onyx experiences significant downtime (more than 24 consecutive hours) that materially affects your ability to use the Service:

  • Contact support to report the issue
  • We may provide service credits at our discretion
  • Extended outages may qualify for prorated refunds

Duplicate Charges

If you are accidentally charged twice:

  • The duplicate charge will be refunded immediately upon verification
  • No action required on your part other than notifying us

What Happens to Your Data

If You Get a Refund

  • Your account will be deactivated immediately upon refund processing
  • You will have 7 days to export your data before it is deleted
  • Contact support if you need assistance exporting your data

If You Cancel (No Refund)

  • Your account remains active until the end of your billing period
  • You will have 30 days after account termination to export your data
  • After 30 days, your data may be permanently deleted

Exceptions

We reserve the right to refuse refunds in cases of:

  • Abuse: Repeated sign-ups and cancellations to exploit the guarantee
  • Violation of Terms: Accounts terminated for violating our Terms of Service
  • Fraud: Any fraudulent activity associated with the account
  • Chargebacks: If you initiate a chargeback with your bank, you forfeit eligibility for our refund process

Chargebacks

We strongly encourage you to contact us directly for any billing concerns before initiating a chargeback with your bank or credit card company.

If you initiate a chargeback:

  • Your account will be immediately suspended
  • You will lose access to all data and features
  • You may be prohibited from creating future accounts
  • We will provide documentation to dispute fraudulent chargebacks

We're committed to resolving any legitimate concerns quickly and fairly.

Frequently Asked Questions

Can I get a refund after 14 days?

Generally, no. Our 14-day money-back guarantee is designed to give you enough time to evaluate the platform. After 14 days, all fees are non-refundable.

What if I forgot to cancel and was charged for a new month?

Contact us within 48 hours of the charge. While we can't guarantee a refund, we review these situations on a case-by-case basis for customers who haven't used the service during the new billing period.

Can I pause my subscription instead of canceling?

Currently, we do not offer subscription pausing. You can cancel and resubscribe when ready, but you will not be eligible for the 14-day guarantee upon returning.

Do you offer annual billing with discounts?

Yes! We offer annual billing with 2 months free. Core is $999/year and Prime is $1,499/year. You can switch between monthly and annual billing on the pricing page.

What if I downgrade my plan?

  • You can downgrade at any time through your account settings
  • The new rate takes effect at your next billing cycle
  • No refunds or credits for the difference in the current billing period

What if I upgrade my plan?

  • Upgrades take effect immediately
  • You'll be charged a prorated amount for the remainder of your billing period
  • Your next full billing cycle will be at the new rate

Contact Us

If you have any questions about our refund policy or need assistance with a refund request:

Email: support@onyx-crm.com

Phone: 737-325-8808

Hours: Monday-Friday, 9am-5pm CT

Mailing Address:
Quantum Automation Pty Ltd
Unit 607, 107 Beach Street
Port Melbourne, Victoria 3207
Australia

Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Material changes will be communicated via email.

Your continued use of Onyx after changes are posted constitutes acceptance of the updated policy.

We want you to succeed. If Onyx isn't the right fit, we'll part ways fairly. That's our promise.