Billing & Refund Policy

Velo Systems charges nothing up front and nothing each month. The only charge under this plan is the 20% commission. We charge it on the revenue we bring in. We call that attributed revenue, and Section 1 defines it. You never pay in advance, so there is no deposit to refund. This page shows how we work out the fee. It also covers when we bill, how to dispute a charge, and when we give money back.

1. What We Charge

Our fee is 20% of what we call attributed revenue. Revenue is attributed when three things are true. The customer is new to your business. Their first contact with your business came through the Velo number. The job was paid within 90 days of that first contact.

A customer already in your records when we start never counts, even if they reach you through your Velo number. We do not attribute revenue from a caller who reached you in some other way. A job paid after those 90 days does not count either. We bill none of it. The job total we use does not include sales tax.

Under this plan, we charge nothing else. You pay no fee for the number or the texts. You pay no fee for the carrier sign-up, the setup, the reports, or the support.

2. Billing Cycle

• Fee period: it runs from the 26th of one month through the 25th of the next.
• Your report: by the 25th, you tell us what each attributed job was worth. We match your report against the call log and the text log. Both sides then work from the same list.
• Invoice: we email it on the 1st of the next month, or the next business day. Each line names one customer and the log entry behind it.
• Payment: it is due within ten (10) days of the invoice date. Use any method shown on the invoice.

If we attribute no revenue in a period, you get no bill for it. Your signed Client Service Agreement controls if it sets other dates or terms.

3. Disputing a Charge

You may think a customer on an invoice was already yours. You may think they reached you some other way. You may think the job value is wrong. Here is what to do.

1. Send an email to topher@velosystems.io before the invoice is due. Name the customer, name the line, and say why you dispute it.
2. We pause the amount you dispute. The rest of the invoice is still due on time.
3. We review the call log, the text log, and any records you send. We reply within five (5) business days. You get a fixed invoice, or the log entries behind the line.
4. If we still do not agree, your Client Service Agreement sets out the next steps. We do not shut off the service during a fair dispute.

4. Refunds and Credits

• Billing errors: we may bill for a customer who did not count. We may count one job twice, or use the wrong job value. We credit the full amount on your next invoice. You may have paid it already. If you would rather have the money back, we send you a refund instead. We do that within ten (10) business days of confirming the error.
• Jobs that fall through: a customer may cancel, or may never pay you for a job we already billed. Tell us. Once you confirm the job was not paid, we credit that line in full. We are paid on money you collect, not on quotes.
• Overpayments: we pay you back in full. We do that within ten (10) business days of either side finding one.
• Prepayments: we do not take them, so there are none to refund. Say someone asks you to pay for Velo Systems in advance. That did not come from us. Please call us as soon as you can.

A fee is earned once the revenue counts under Section 1 and you have been paid for the job. We do not refund it, even after you cancel. That holds for a job whose 90-day window began before you cancelled.

5. Late Payment

An invoice you did not dispute may go more than thirty (30) days past due. If it does, we may put the Service on hold after we send you written notice. We start it up again when you pay what you owe. Late charges are only the ones set out in your Client Service Agreement.

6. If You Cancel

After the 90-day starting term, you can cancel at any time. Just send us thirty (30) days' written notice by email. There is no fee to cancel. Your last bill covers the work we brought in up to the end of that notice period. A job may be paid in a 90-day window that began before you cancelled. Your last bill covers that too. You owe us nothing else. Section 5 of our Terms of Service has more.

7. Records

We keep the call log, the text log, and the booking log behind every invoice. We keep them while you are a client and through the last 90-day window. After that, we keep them for up to four (4) years. We keep your client records for up to seven (7) years after you stop being a client. Forms sent through our website are kept for up to two (2) years after we last talk. You may ask for a copy of your own log entries at any time. Please keep your own job records for four years too. Then a dispute can be settled from records, not memory.

8. Billing Contact

Velo Systems LLC
New Braunfels, Texas
Phone: (210) 504‑6921
Email: topher@velosystems.io