Terms and Conditions | SuperCoach CRM

Terms of Use

Created by: Emma Johnston

Last Updated: February 03, 2025

Support / Calls / Projects / Emails / Phone / AI Services / Premium Services / Payment Fees / Payments / Cancellations

Terms and Conditions

TERMS AND CONDITIONS

The terms of use detailed below are in addition to our main Terms of Use and Privacy Policy.

Support

SUPPORT

If you have any questions or need any support, you can chat with us by using the blue dot in the bottom left corner of the screen or by emailing us at [email protected].

For general enquiries and guidance, our AI-powered bot is on hand to answer your question or direct you to the relevant help article. If you need further assistance, you can then select the option to speak to a team member.

SUPPORT DESK OPENING HOURS

The Support Desk is open from Monday to Friday, 7:00am - 3:00pm (CST). While we aim to respond within six hours, please allow up to two business days for a resolution to your question/concern.

SUPPORT DESK REDUCED HOURS

The Support Desk is closed on Good Friday, Easter Monday, Christmas Day, Boxing Day, and New Year's Day. Support hours are reduced between Christmas and New Year, and on UK and US national holidays. Any other changes to these hours will be added to the Information Hub footer and homepage (with at least 10 days notice).

SUPPORT TICKETS

Please note that we do not accept video file attachments. All videos must be hosted on a cloud-based platform and accessible via a browser for playback.

Support Calls

SUPPORT CALLS

For those times where you want in-person support, we also offer small group support calls. For more information on when these are taking place, click on the Events tab in the SC Community. These calls are also great opportunity for you to meet other users, share ideas, and stay focused on tasks.

SUCCESS CALLS

We also host a monthly Success Call to explore ways to improve your business and make better use of the SuperCoach CRM tools. These are generally held at 10am CT on the first Wednesday of each month. See the Events tab for more information.

ONBOARDING CALL

To help you get started, we offer a 30-minute onboarding call once you’ve completed your Getting Started tasks. SC Grow members will join a small group onboarding session, while SC Thrive members receive a 1-2-1 onboarding call.

1-2-1 CONSULTATION CALLS

If you’d like personalized business strategy discussions, 1-2-1 consultation calls are available for an additional fee. Starting from $97 for a 30-minute call, these calls are best suited for big-picture planning, strategy discussions, or high-level guidance. Please contact Support for more information.

Project Requests

PROJECT REQUESTS

You can submit requests through the Information Hub Request Page. We recommend submitting requests at least six weeks before your launch date. However, the deadline for New Year/January projects is November 30, to ensure everything is ready before the holiday period.

Unless stated otherwise, please allow 28 days for standard project requests to be completed. Only one active request can be submitted at a time—once your current request is completed, you can submit another.

PROJECT CREDITS

Your plan includes a set number of project credits per year. If you’re on the SC GROW plan, you will receive one new credit each month, rolling over up to a maximum of three credits at any one time. If you are on the SC THRIVE plan, you will receive two new credits each month, rolling over up to a maximum of six credits at any one time.

Credits are updated at midnight CST on the 1st of each month. If your balance is full at this time, new credits will not be added until the next cycle.

PROJECT CREDITS

Each project request (funnel setup or guide branding) deducts one credit from your balance. Seasonal projects are automatically added to your account and do not require credits unless you request branded documents.

PROJECT EDITS

Once a project is complete, you will then need to edit the funnel and emails, add the product, and, if applicable, add your Coach Catalyst program information and start date to the workflow. Finally, you will need to test the funnel.

Information on how to do these tasks can be found on the request page for that resource.

PROJECT TESTING

Once a project request is complete, you need to make the appropriate edits. Once complete, it is your responsibility to test that everything is functioning as expected.

Images and Canva Templates

IMAGES

Unless stated other, images used within SuperCoach CRM resources are licensed to be used in the specific resource only and must NOT be used for other purposes. For example, images used in one funnel cannot be used in other funnels or on social media.

For images used within Canva resources, please check their terms of use. You are responsible for checking the terms of use/license agreements for any images you use (such as the images you use in funnels, emails, and social media).

CANVA TEMPLATES

All templates are provided as a single-organization license for use only as final, flattened designs (such as a PDF or image). You can edit the Canva resources in any way you want and use it with your fitness clients and within your coaching programs. You can add your brand name, logo, and colors. You can edit the text, delete information, and add new information.

You must NOT share your Canva links with your clients or anyone else and you must not sell, pass on or give this document to anyone outside of your coaching business (such as other coaches, trainers, consultants).

CANVA PRO

Although you can edit the guides using the free version of Canva, you will need a Canva Pro account to download the guides, or will need pay a one-time fee. If you do not have a Canva Pro account, you could also swap the premium images for free images.

Emails

EMAIL COSTS

If your monthly average goes over your plan allowance, additional emails cost $1 per 1000 emails. You can check the number of emails send within a given time frame by going to Settings > Email Services > Email Analytics.

EMAIL ALLOWANCES

There is no daily limit on the number of emails you can send, but if you plan to send more than 15,000 per day, we will need to add a limit extension to your account.

Note that for first ten days, in order to 'warm up' your sending domain, you will be limited to 100 emails on day 1, 200 emails on day 2, etc, 900 emails on day 9 and 1000 emails on day 10.

SENDING THRESHOLDS

Our email provider has sending thresholds in place to protect your email reputation (so your emails go to your contact's inbox, not the spam folder). The bounce rate for a bulk email should be less than 3%. If you go over that threshold, your emails will be temporarily suspended for 24 hours so that you can make the necessary changes needed.

EMAIL VALIDATION

We offer the option email validation for all accounts. The system checks each email address every 90 days to check it is valid, which eliminates bounces, etc. Email validation costs $0.003 per verification (which is would be around 3335 emails per $10). To enable Email Validation, go to the Settings > Business Profile.

COMPLIANCE

It is your responsibility to ensure that your transactional and marketing emails are compliant with the regulations of the country that the contact resides in (such as CAN-SPAM, CASL, GDPR and APP). You must include an unsubscribe link at the bottom of any marketing emails and, where applicable, have gained explicit or implied consent (such as adding a appropriate checkbox to forms and surveys or using a double opt-in system).

Click here for more information about how to set up an unsubscribe link or double opt-in system. Click here for information about CAN-SPAM (US), click here for information about CASL (Canada), click here for information about GDPR (EU and UK), and click here for information about APP (Australia).

GMAIL AND YAHOO COMPLIANCE

Starting from February 2024, Gmail and Yahoo now require bulk senders to authenticate their emails, make it easy to unsubscribe and stay under a reported spam threshold.

You must have a dedicated sending domain and your outgoing email address should be from the domain as your dedicated sending domain. You must always include an unsubscribe line and your spam complaint rates must be less than 0.3% (ie, for every 1000 emails you send, you must receive less than 3 complaints).

Phone

PHONE BILLING

Our phone system works on a pay-as-you-go basis. You will be recharged automatically when your account balance hits zero (and there is no time limit to use up your balance). To view your current balance, go to Settings > Company Billing > Credits. Click on See Details to see your transaction history.

MESSAGE SEGMENTS

Messages are sent in 140 byte chunks known as message segments. For messages containing standard text (GSM encoded messages), this is the equivalent to 160 characters per segment. For messages that contain emojis (UCS2 encoded messages), this is the equivalent to 70 characters per segment.

When you send multi segment, messages need to use a data to tell the destination how to reassemble it. This takes up 6 bytes per message leaving only 67 characters for UCS2 encoded messages or 153 for GSM encoded messages.

PHONE COSTS

Phone costs vary per country. In the US and Canada, it costs $0.95 to send or receive 100 SMS message segments. It costs $0.0168 per minute to make calls and costs $ 0.0102 per minute to receive calls. SMS messages in the US and Canada are also subject to additional external fees from carriers.

In the UK, it costs $4.20 to send 100 SMS message segments and $0.95 to receive 100 SMS message segments.

In Australia, it costs $5.15 to send 100 SMS message segments and $0.95 to receive 100 SMS message segments.

Click here for a tool you can use to calculate how many message segments will be sent.

A2P 10DLC

For phone numbers in the US, you must complete brand and campaign registration. This is a mandatory requirement. There is a monthly campaign fee, as well as an initial fee. These vary depending on your month usage and campaign type. Click here for more information.

SENDING THRESHOLDS

Our phone provider has sending thresholds to protect your sending reputation and limit exposure. based on high opt-out rates or error delivery rates. A delivery error indicates that the phone number is no longer in service/unreachable, or use a non SMS capable device such as a landline.

If you have a high opt-out rate (more than 1%) or high delivery error (more than 8%), your SMS messaging capabilities will be suspended for 24 hours so that you can make the necessary changes needed.

NUMBER VALIDATION

We offer the option number validation for all accounts. Ensuring you are sending to a valid mobile number improves your delivery rate and decreases your error rate and risk of account restriction. Phone number validation costs $0.005 per validation and will only be triggered once per contact. To enable Number Validation, go to the Settings > Business Profile.

COMPLIANCE

Premium AI Services

CONVERSATION AI

We offer Conversation AI to help you respond to contacts, answer their questions, and book appointments. Conversation AI costs $0.02 per response (so $10 will give you 500 responses) or $79 per month for unlimited responses. This can be accessed in Settings > Conversation AI.

CONTENT AI

We offer Content AI to help you quickly generate copy for your funnels, emails and social media posts. Content AI costs $0.12 per 1000 words generated (so $10 will give you 85470 words). This can be accessed in Funnels, Emails and Social Planner. You can view previously generated text by going to Automation > Content AI.

IMAGE AI

We offer Image AI so you can generate images for your funnels, emails and social media. Image AI costs $0.078 per image generated (so $10 will give you 130 images). This can be accessed in Funnels, Emails, Social Planner and Media Storage. You can view previously generated text by going to Automation > Content AI.

WORKFLOW AI

Workflow AI which costs $0.036 per GPT 4 and 4o execution and $0.018 per GPT 3.5 & 4o Mini executions (so $10 will give you 280 GPT 4 and 4o executions or 555 GPT 3.5 and 4o Mini executions). This can be accessed in Automation > Workflows.

REVIEW AI

We offer Review AI to help you respond to reviews added to Facebook and Google. Review AI which costs $0.096 per response (so $10 will give you 105 images). This can be accessed in Reputation > Settings.

Premium Services

BRANDED KOLLAB APP

We offer a branded version of the Kollab app for $59 per month. In order to get your own branded app, you will also need to register for a Google developer account ($25 one time fee) and Apple developer account ($99 per year).

NUMBER VALIDATION

EMAIL VALIDATION

WORKFLOW PREMIUM ACTIONS

We offer a number of premium workflow actions, including Google Sheets, custom webhooks and Slack. Premium workflow actions cost $0.013 per action (so $10 will give you about 835 actions). For comparison, Zapier actions cost a minimum of $0.025 per action (and that is only if you use the full allowance per month).

Premium workflow actions are indicated with a gold crown symbol.

WHATSAPP

We offer Whatsapp messaging, which costs $30 per month. To start using Whatsapp, go to Settings > Whatsapp.

Click here for more information about Whatsapp.

YEXT

We offer Online Listings by Yext. This is available to businesses in the US, Canada and UK and costs $49 per month.

Click here for more information. To add Yext to your account, email [email protected].

ACCOUNT CREDIT

The cost of all premium services gets deducted from your account credit. When the balance hits a certain threshold, your balance is automatically topped up by a set amount. You can view your current balance, change the threshold and auto recharge amount and see past transactions by going to Settings > Company Billing.

CANCELLATION OF PREMIUM SERVICES

Subscriptions to WhatsApp, Yext, branded Kollab app, and other premium services can be canceled by contacting Support with at least 14 days notice. As these are third-party integrations, we are unable to offer refunds for any payments already processed.

Payment Fees

PAYMENT FEES

We have integrations with Stripe, Paypal, Square, Authorize.net and NMI. Payments are subject to fees charged by those providers (there is no additional fee charged by SuperCoach CRM). These fees will vary from country to country.

Click here for information about Stripe fees and click here for information about Paypal fees.

Subscriptions and Payments

MONTHLY/ANNUAL PLANS

Payments are taken on a monthly basis, starting from the date of sign up. We also offer annual plans where you 12 months for the price of 10 months. To view or change your plan, go to Settings > Company Billing.

Cancellations

COOLING OFF PERIOD

We offer a 7 day cooling off period for new subscriptions. During this period, you can cancel your subscription for any reason. In this instance, we will refund your unused subscription on a pro-rata basis, minus a $65 admin fee.

CANCELLATIONS

You can cancel your SuperCoach CRM at any time. If you wish to cancel your account, email [email protected] at least 14 days before your next billing date. We cannot complete any new project requests within 28 days of your cancellation date.

Once cancelled, we will suspend your account for three months. After that time, your account will be permanently deleted.

ACCOUNT TRANSFER

If you are moving to another Lead Connector provider and have been with us for longer than 12 months, it may be possible to transfer your account to your new provider. There is an admin fee of $97 for this service and you will need to allow 14 days for this to be completed. Any remaining time on your subscription will not be refunded.

For copyright/intellectual property reasons, all SuperCoach CRM templates (and anything that is a derivate of those templates) will be removed your account. This will include funnels, websites, email templates, forms, surveys, workflows, custom fields and custom values. You will be able to keep your phone number, contacts and conversation history, calendars, pipelines, and review settings.

Changes

CHANGES TO TERMS

We occasionally update our plans, pricing, and terms to improve our services. While changes are rare, we reserve the right to make adjustments when necessary. If a change affects your current plan, we will provide at least 30 days’ notice, and updates will be published in the Information Hub.

This may include adjustments such as an annual increase to phone charges or changes to our premium services.

The Support Desk is available Monday to Friday, 7:00am - 3:00pm (CDT).

If you have any questions or need support, you can chat with us clicking on the blue dot in the bottom right corner of the software or email us at [email protected].

Easter 2025: The Support Desk will be closed on Good Friday (April 18) and operating with reduced hours on Easter Monday (April 21). The Support Desk will also be closed on Memorial Day (May 25).