Payment and Billing Terms

These Payment and Billing Terms outline the policies and procedures related to purchasing Empathy First Media’s digital products or services, including pricing, payment methods, billing schedules, and related issues. By buying a service or product from us, you agree to these terms in addition to our general Terms and Conditions.

Pricing and Quotes: All prices for our services or products are provided either on our website or via a custom quote/proposal for client services. Prices are listed in U.S. Dollars (USD) unless otherwise stated, and are exclusive of any taxes (sales tax, VAT, etc.) unless specified. We reserve the right to change prices for our offerings at any time, but any changes will not affect orders that have already been agreed and paid. For retainer clients or subscription services, we will give notice of price changes in advance as per contract.

If you have a written proposal or contract, the pricing in that document governs for its term. Promotional or introductory pricing may be temporary; after the promo period, standard rates apply as communicated.

Payment Methods: We accept several forms of payment. Common methods include:

• Credit/Debit Cards: We accept major credit cards (Visa, MasterCard, American Express, Discover, etc.) through our secure payment processor. By providing your card information, you authorize us to charge that card for the agreed purchases (one-time or recurring). Our system may store card details tokenized for recurring billing (see below), in compliance with PCI-DSS standards.

• PayPal or Online Payment Services: For digital product checkouts, we might allow PayPal or similar. Those are subject to their terms as well.

• Bank Transfer/ACH/Wire: For larger contracts or invoices, we may accept ACH or wire transfers. We’ll supply instructions upon request. You are responsible for any bank fees on your side; we should receive the full invoice amount net of transfer fees.

• Checks: Possibly for U.S. clients on retainer, we accept business checks. However, services/product access might only begin after the check clears.

• Online Gateways: We might use an invoice system (like QuickBooks, Stripe, or FreshBooks) which offers direct bank payment. If you use that, it’s typically ACH.

We do not accept cash or money orders. All payments must be in the currency stated (typically USD).

Billing Schedule for Services:

• One-Time Purchases: For digital products (like an eBook, template, or one-off audit), payment is due in full at the time of order. You will receive access or delivery once payment is successful.

• Project Services (Fixed-Fee): Often we require a percentage upfront (e.g., 50% deposit) and the remainder upon completion or at milestones. Milestones and amounts will be defined in our agreement. Work begins once the deposit is received. Final deliverables may be withheld until final payment.

• Monthly Retainers / Subscription Services: We typically bill such services at the start of each billing period (e.g., monthly or quarterly in advance). For example, a monthly marketing service will be billed on the first of each month for that month’s services. We can accommodate different billing cycle start dates if agreed.

• Hourly Services: If we work on an hourly basis, billing could be weekly or monthly in arrears, detailing hours worked. Payment is due on receipt of invoice or within specified net terms (common: Net 15).

• Automatic Renewal: Some of our digital products (like a membership or software access, if any) or services might auto-renew. We will clearly state if a purchase is a subscription that renews automatically. By subscribing, you authorize recurring charges until you cancel. We will provide how to cancel (often via account settings or contacting support). See “Cancellation” below for more.

We will provide receipts or invoices via email. It’s the client’s responsibility to ensure we have the correct billing contact info.

Taxes: Depending on your location, sales tax or VAT may be applicable:

• U.S.: If you’re in Florida (our HQ state) or we have nexus in your state, we may charge sales tax on certain products (mostly digital goods might be taxable in some states; services usually are not).

• International: Prices do not include VAT/GST. If we determine VAT should be charged (e.g., for EU consumers buying digital downloads), we will add it at checkout as required by law. Otherwise, you are responsible for any self-assessed use tax or VAT in your jurisdiction.

• If you are tax-exempt (for example, a nonprofit with exemption status or a reseller), please provide a valid certificate before purchase so we can adjust accordingly.

Late Payments: Payment is expected by the due date indicated on the invoice (if not immediate). If payment is not received by that date:

• We reserve the right to charge a late fee or interest on overdue amounts. Commonly, interest of 1.5% per month (18% per annum) or the maximum allowed by law, whichever is lower, accruing from the due date.

• We may suspend work or services until the account is brought current. For example, if a monthly retainer invoice is 15 days past due, we might pause ongoing work and any deliverables.

• For subscriptions, if we cannot charge your card on file (decline, expired, etc.), we’ll notify you to update payment. If not resolved promptly, we may suspend or terminate access to the service.

• Returned checks or chargeback fees: If a check bounces or a credit card charge is disputed without valid reason, you may be liable for any bank fees or chargeback fees incurred, and the underlying amount remains due.

Disputed Charges: If you believe there is an error on an invoice or have an issue with a charge, contact us immediately ([email protected] or call billing support) so we can clarify or correct any mistake. We prefer resolving amicably rather than you issuing a chargeback. Unauthorized chargebacks may be contested, and could lead to termination of services.

Refunds: Our Refund and Cancellation Policy (above) covers scenarios for refunds. Generally:

• Digital product purchases are final (except as per that policy e.g., technical issues or EU 14-day rule if applicable).

• Service retainers and project deposits are typically non-refundable once work has begun (again, see specific contract terms and the Refund Policy summary). We’ll handle refunds consistent with that policy. Any approved refunds will be credited back via the original payment method. If a card refund cannot be processed (e.g., account closed), we will arrange an alternative (like check or bank transfer).

Cancellation of Services: If you wish to cancel a recurring service or subscription:

• Check any contract term commitment. If you’re within a contract period, early termination might incur fees or forfeiture of discounts as outlined in the contract.

• For month-to-month, provide written notice. We usually require at least 15-30 days notice to properly off-board (especially for services). If you cancel mid-month, generally the current month isn’t prorated (you retain service until period’s end, then it stops).

• For subscriptions through our site (like a software membership), you should cancel via the provided mechanism (account settings or contacting support). Once canceled, you won’t be charged for subsequent periods, but any fees already paid won’t be refunded except per our policy.

• We may also cancel or not renew services from our side if needed (we’ll give notice and possibly a pro-rata refund if we terminate without cause mid-term).

Payment Security: We use secure third-party processors (like Stripe, PayPal, etc.) to handle transactions. Empathy First Media itself doesn’t store full payment card details on our servers (we might store last 4 and type for reference). Our processors are PCI-compliant. However, you are responsible for securing your own payment accounts (don’t share your credit card or PayPal login with unauthorized people, etc.). If you suspect any fraudulent use of your payment method in connection with our site, tell us and your payment provider.

Billing Errors: If we make a billing error (like charging the wrong amount or duplicate charging), we’ll correct it as soon as we’re aware:

• If you were overcharged, we’ll refund the difference promptly.

• If undercharged or missed, we may add it to next invoice or send a separate invoice and explain the error. We aim for transparency and fairness in any such adjustments.

Promotions and Discounts: From time to time, we may offer special pricing or discounts (promotional codes, referral discounts, bundle deals, etc.). Such promotions may have additional terms (like valid for first 3 months, new clients only, expiration date, etc.). Once the promo ends, standard charges resume. Only one promotion can usually be applied at a time unless stated. If a promotion is misused or obtained fraudulently, we reserve the right to revoke it and charge the full price.

Expense Reimbursement: For custom services, if there are any billable expenses (e.g., purchasing stock images or ad spend that client reimburses), that will be outlined in the contract. Typically, we either have the client pay those directly or we invoice at cost (with receipts). Terms for reimbursing those expenses (timing, any admin fee) will be agreed beforehand.

Subscription Reactivation: If your subscription lapsed (due to a failed payment or voluntary pause) and you wish to reactivate, you might be subject to current pricing (if our rates changed since you left). We’ll let you know if that’s the case.

Changes to Payment Terms: We may update these Payment and Billing Terms occasionally (for instance, if we add new payment methods or change policies). We will notify clients of significant changes especially if it could affect ongoing service payments. But it’s also a good practice to review these terms periodically.

By making a purchase or signing an agreement with Empathy First Media, you also agree to any specific payment terms in that agreement overriding general terms here if in conflict.

If you have any questions about billing, feel free to reach out to our billing department at [email protected] or (866) 219-8591 for assistance. We strive for clarity and a smooth transaction experience.

Last Updated: April 2025