Welcome to 4th Gen Customer Success!

These terms and conditions outline the rules and regulations for the use of 4th Gen Customer Success.

These Master Service Terms ("Agreement") govern all executive advisory engagements, 90-minute masterclasses, workshops, and consulting services delivered by 4th Gen Customer Success LLC ("Consultant") to the client purchasing or booking services ("Client"). Remitting payment, accepting an invoice, or executing a proposal constitutes full acceptance of these terms.

1. Scope & Delivery of Services

Consultant provides strategic executive advisory, interactive workshops, and retention communication frameworks as specified in the accepted proposal, invoice, or booking agreement. Specific session topics, schedules, and participant counts are defined at the time of purchase.

2. Payment & Invoicing Terms

• Prepayment Requirement: All masterclasses, workshops, and single advisory sessions require 100% payment prior to session delivery, unless explicitly agreed otherwise in a signed custom Statement of Work (SOW).

• Invoicing: Invoices issued via Stripe or official business channels are due upon receipt. Unpaid sessions remain unconfirmed and subject to cancellation or slot reassignment.

3. Intellectual Property & Internal Usage License

• Proprietary Frameworks: All workshop slide decks, communication frameworks, de-escalation protocols, worksheets, and training methodologies remain the exclusive intellectual property of Consultant.

• Client License: Upon full payment, Client receives a non-exclusive, non-transferable license to utilize training materials for internal employee education. Client shall not record, resell, publish, or distribute materials outside their organization.

4. Rescheduling, Cancellation & Emergency Policy

• Client Rescheduling: Client may reschedule a session without penalty by providing written notice at least five (5) business days prior to the scheduled date. Rescheduling requested with under 5 business days' notice will incur a 20% re-booking fee.

• Client Cancellations: Payments are non-refundable. If Client cancels, paid fees may be applied as a credit toward a future session scheduled within 90 days.

• Consultant Postponement & Illness: If Consultant is unable to conduct a session due to sudden illness, medical emergency, or unexpected incapacity, Consultant will notify Client immediately and reschedule the session to a mutually agreed-upon alternative date at no additional cost. If a replacement date cannot be agreed upon within 60 days, Consultant will issue a 100% refund of pre-paid fees for the unperformed session.

5. Confidentiality & Limitation of Liability

• Mutual Confidentiality: Both parties agree to protect and keep confidential any non-public business strategies, account metrics, or operational disclosures shared during engagements.

• Limitation of Liability: Consultant's aggregate liability under this Agreement shall not exceed the total fees paid by Client for the specific service giving rise to the claim. Consultant is not liable for indirect or consequential losses.

6. Governing Law & Acceptance

This Agreement is governed by the laws of the State of Maine. Terms take effect immediately upon client checkout, invoice payment, or scheduling confirmation.