Terms of Services

We built Chief CX on the belief that great experiences grow great businesses. This agreement isn’t here to trip you up with fine print — it’s here to make sure we both know what to expect. You’ll see plain-English terms about how subscriptions, requests, and cancellations work. Nothing hidden, no surprises — just the foundations for a solid partnership.

CX On Demand™ is a subscription service providing customer experience strategy and execution through a request-based system.

Each plan includes a defined number of active requests, internal team members, turnaround expectations, and deliverables (as outlined on our website).

You may pause or cancel your subscription at any time

CX On Demand™ is a subscription service providing customer experience strategy and execution through a request-based system.

• Core plan: 1 active request at a time (with unlimited queued).

• Growth plan: 2 active requests at a time (with unlimited queued).

On average, requests are completed within 2–3 business days. Larger requests may be broken into milestones so we can deliver each part within our 2–3 day service goal. Any agreed timelines will always be communicated via your client portal.

Additional active requests can be purchased via your client portal.

All new clients receive an initial customer-service transcript review as part of onboarding to identify quick-win improvements.

Included: customer service reviews, retention improvements, onboarding flows, review strategies, team training assets, and related CX improvements (examples will be provided inside your client portal).

Not included: paid media, ad copywriting, product development, or tasks unrelated to CX

If a request falls outside scope, we’ll flag it and suggest alternatives.

• Provide us with access to the tools, systems, or customer interactions needed to complete your requests.

• Respond to clarification requests promptly — delays on your side may extend turnaround times.

• You can pause your subscription at any time via your client portal.

• Pauses take effect immediately. Any unused days from your current billing cycle are saved to your account.

• When you unpause, those saved days are applied first. Once they are used, a new monthly billing cycle begins from that date (e.g. if you had 20 unused days at pause and return on May 5th, your billing cycle renews on May 25th going forward).

• While paused, no work is performed and no new charges are made.

Pause Limits

• Founding Members: may pause for up to 180 days total per 12-month period and still retain their lifetime discounted rate.

• All Other Clients: may pause for up to 90 days total per 12-month period and retain their current plan rate.

Cancellations

• Cancellations take effect at the end of your current billing cycle.

• Once cancelled, your subscription and any locked-in rate or discount are forfeited.

• You are welcome to rejoin later at the then-current pricing.

• All client data, customer communications, and business information are treated as confidential.

• We will never share your data without consent, unless required by law.

• All deliverables we create for you (e.g. playbooks, templates, reports) are yours to keep, even if you cancel.

• We may use anonymised insights or examples for educational purposes (never your data or brand name without permission).

• We may ask permission to feature your brand name/logo in our materials (e.g. website, case studies). You always have the right to decline.

We believe loyalty should be rewarded, not punished.

• Founding Members: If you joined us during our launch period, your subscription price is locked in for life — as long as your subscription remains active or within your allowed pause window. If you cancel and later return, your founder rate does not carry over.

• All Other Clients: Your subscription price is guaranteed for the first 12 months of your plan. After that, any adjustments will only apply to new billing cycles, and you’ll always receive at least 30 days’ notice before a change.

Discounts and Promotions
Discounts or promotions apply only at the time of purchase and do not apply retroactively.

You can adjust your plan at any time to match your team’s needs.

• Upgrades
  You can move from the Core Plan to the Growth Plan (or higher tiers when available) at any time. Upgrades take effect immediately and a pro-rated charge will apply for the remainder of your current billing cycle.

• Downgrades
  You can move from a higher plan to a lower plan at the end of your current billing cycle. Downgrades will automatically adjust your next billing amount.

Extras & Add-Ons
You can add optional extras to your plan at any time, including:

• Additional team members — grant portal access without upgrading to the next tier
  

• Additional concurrent requests — temporarily increase your active request limit.
  

• Preferred communication channels — if you’d like us to handle all communication outside your portal (e.g. Slack, custom workspace, or another tool), this can be added as an upgrade.
  

All upgrade, downgrade, and add-on options — along with current pricing — can be found inside your Chief CX client portal or by contacting support.

• Chief CX provides CX strategy and execution services.
  

• We cannot guarantee specific revenue, retention, or referral outcomes.
  

• Our liability is limited to the amount you paid us in the last 30 days of service.
  

This Agreement is governed by UK law, regardless of where you are based.

By subscribing to CX On Demand™, you confirm that you have read, understood, and agreed to these terms.