Partner Handbook

A client wants a refund. What happens?

It depends on whether their onboarding call has happened yet.

Before the onboarding call ends: the client gets a full refund. You click Refund on their row in your dashboard. The client gets all their money back, and our share comes back automatically along with yours, so nobody is out of pocket. No work has been done yet, so it’s fair to everyone.

After onboarding: there are no refunds. That’s the policy the client agreed to at checkout. If they say something isn’t working, that’s a support issue and we fix it. They can cancel any time to stop future billing.

1. Open your dashboard and find the client under Clients.
2. While their window is open, the Refund column shows a Refund button and the date it closes.
3. Click Refund and confirm. Everything they paid goes back to their card (5–10 business days), their billing is canceled, and our share comes back to you.

The window closes when the onboarding call ends, or on day 30 if no call has happened by then. After that the button disappears.

Can I refund a client after onboarding anyway?

You can, from your own Stripe dashboard. It’s your call and your money: our share isn’t returned for refunds after onboarding. Most partners find it’s better to let us fix the problem, or to let the client cancel future months.

What if a client asks Nonstop for a refund?

We don’t issue refunds and we don’t discuss them with clients. Billing is between you and your client, so we point them back to you and let you know they asked.

If their complaint is that something isn’t working, we take that part seriously: we open a support ticket and fix it.

Do we give back our share when a client is refunded?

Before the onboarding call ends, yes: the refund goes through your dashboard and our share comes back automatically, so the client is refunded in full and you’re not out of pocket.

After onboarding, no. There are no refunds after onboarding, and if you choose to give one anyway, it comes out of your share.

A client filed a chargeback

Chargebacks land in your Stripe account, since the payment was made to you. Handling them is entirely yours: Nonstop doesn’t respond to, advise on or take part in disputes.

What we give you is access to the records: every client row on your dashboard has a Client records link with their purchase, the refund policy they agreed to (with a timestamp), their onboarding booking and their usage. You can save it as a PDF.

When a chargeback is filed we email you, and the client’s texting and calling are paused until it’s closed.

I think you took too much

Our share is always the same: 80% of our list price for the tools, plus usage at our published rates. We can walk through any invoice line by line. If we got it wrong, we’ll send the difference back to your Stripe balance.

How does the money work?

Your clients pay you, through your own Stripe account. On every payment, Stripe automatically sends us 80% of our list price and leaves the rest with you.

If you charge list price, you keep 20%. If you charge more, you keep every dollar above our list price too. There’s nothing to invoice and nothing to chase.

A client’s card was declined

Stripe retries the card automatically over the next couple of weeks. While it’s unpaid we pause the client’s texting and calling so costs don’t pile up. The pause lifts on its own once the payment goes through.

Give your client a nudge to update their card. If it’s still unpaid after Stripe’s retries, the subscription cancels.

Automatic alerts for this are coming. For now, check the Clients section of your dashboard.

How is usage billed?

Calls, texts, emails and AI minutes are billed to your client on the same subscription, at our published rates. If usage passes $200 in a month, it’s billed right away, not at the end of the month.

Each client has a monthly usage cap (usually $500). You’ll see a warning at 80%. At 100%, outbound activity pauses until you ask us to raise the cap.

A client wants to add or remove tools

Send the change to us rather than editing the subscription in Stripe. That keeps the client’s price and our share in sync. We’ll handle it the same day and prorate it.

A “change tools” button on your dashboard is coming.

A client wants to cancel

Cancel the subscription in your Stripe dashboard. We’ll see it right away, switch off their service and release their phone number (unless they’re taking it with them).

Can I change my prices?

Yes, any time, from your shop builder. New prices apply to new clients. Existing clients stay on the price they signed up at. Prices can’t go below our list price.

What about sales tax?

You’re the seller, so sales tax is yours to handle. Some states tax software and some don’t. Check with your accountant; Stripe Tax can calculate it for you in your own Stripe account.

Being confirmed with our accountant.

What if your client contacts us directly?

That’s expected, since we run onboarding and support. We’ll help with anything about the product. Anything about billing, pricing or refunds, we’ll send back to you and copy you in.

We will never quote our own prices to your client or try to sell to them directly.

How our support team introduces itself on your accounts is being finalized.

Could my client go around me and buy from Nonstop?

No. Your clients stay your clients. If someone who found us through your shop tries to buy directly, we send them back to you.

The exact terms (both ways, 12 months) are going into the partner agreement.

A client missed their onboarding call

We reschedule once, and their refund window moves with the call. If a client never books at all, we remind them on day 2, 5 and 10.

If no onboarding call happens within 30 days of purchase, the refund window closes on day 30.

A client isn’t happy with their results

Tell us. We’ll review their setup and conversations and book a tune-up call. Almost every problem is fixable, and fixing it is how we handle “it’s not working” after onboarding, not with refunds.

How do partners get in?

By application only. We read every one personally and reply within 5 business days, usually after a short admissions call.

Accepted partners get a welcome email with their private dashboard link. Waitlisted applicants hear from us when a spot opens.

How do trophies and prizes work?

You earn a real trophy, engraved with your company name and shipped to you, as your active paying clients grow: Bronze at 10, Silver at 15, Gold at 24, Platinum at 100, Black at 1,000. Each year one partner is named Partner of the Year and gets a one-of-one trophy.

The big prizes reward keeping clients, not just signing them. Hold Gold for 24 months and you earn a Rolex. Hold Platinum for 30 months and you earn a car, yours to keep. Black comes with something special. Nonstop approves every prize before it goes out.

Your share never changes with your trophy: you always keep 20% of list plus any markup. Prizes count as income, so we send a 1099. Add your shipping address on your dashboard so your trophy doesn’t sit in our office.

The Black prize and the exact Rolex and car models are being finalized.

Why did my trophy level go down?

Your level on the dashboard matches your active paying clients right now. A cancellation or a failed payment can drop you a level; it goes back up as soon as you’re back over the line. Trophies you’ve already been sent are yours to keep.

What happens if I stop being a partner?

Your clients are looked after either way. As long as they keep paying you, we keep serving them. If your Stripe account closes or billing stops, we’ll reach out to your clients and move them to billing with us, and we’ll ask you to help move their saved cards over (Stripe supports this).

The details are going into the partner agreement.

What gets a shop suspended?

Misleading promises, spam, or anything that would embarrass you or us. We can take a shop offline immediately. Existing clients keep their service while we talk it through.

What if I disconnect Stripe?

Your clients’ subscriptions keep running, but we can no longer see or manage them. We treat it as leaving the program: we pause your shop and get in touch to make sure clients are looked after.

Stripe restricted my account

Your shop stops taking new payments until Stripe lifts it. Work it out with Stripe. They usually just need a document or two. If it drags past a week, we’ll help move your clients so their service isn’t interrupted.

I shared my dashboard link by accident

Your dashboard link works like a password, so let us know right away. We’ll send you a new one and switch off the old one.

One-click link resets (and proper logins) are coming.

Can I move my clients to another provider?

The setups, AI and automations we build are ours, so they don’t move with the client. If a client leaves for another provider, their Nonstop service ends.

What do you set up for each new client?

We build their account from our proven template, set up their AI voice agent, connect their lead sources and turn on the automations they bought. All billing runs through your Stripe.

Outbound texts and calls go out at most one per minute during the contact’s business hours. That protects their phone numbers and keeps everyone on the right side of the law. For any list over 1,000 contacts, we ask the client to confirm they have permission to contact those people.

What if we miss an onboarding call?

We apologize and rebook at the first opening. The client’s refund window moves with the new call, so they’re never pressured to decide early.

The onboarding calendar looks full

We run every onboarding call for every partner from one calendar. If it gets tight, we add hours or people. Tell us if a client can’t find a time.

Someone is threatening legal action over texts or calls

Take it seriously: the law (TCPA) allows up to $1,500 per unwanted message.

1. Tell us right away. We stop all messages to that person immediately.
2. We pull their consent and message history and send it to you and the client.
3. Talk to a lawyer before anyone replies to a demand letter.

Who’s responsible for consent is being written into the partner agreement.

A client’s texts are being blocked

Carriers require business texting to be registered (A2P 10DLC), and they block senders that look spammy. We register every client during setup. If a number gets flagged, we pause texting, review the messages and opt-outs, then appeal.

Who pays the carrier registration fees is being finalized.

A client wants to text a huge list

That’s fine, it just goes out slowly: one contact a minute during business hours. Usage caps and early billing keep costs predictable. For time-sensitive campaigns like storm alerts, we start with the most relevant contacts.

The site is down

Shops and checkout pause, but nothing is lost. Existing subscriptions keep billing normally because they live in Stripe. We’ll have it back up as fast as possible.

Usage numbers look wrong

Tell us which client and which day. We collect usage daily and can re-run any day without double-billing. We also check our numbers against our phone and texting bills every month.

I think a password or link was exposed

Tell us and we’ll change it immediately. If it’s your dashboard link, see “I shared my dashboard link by accident”.

Where’s the partner agreement?

It’s being drafted now. It will make official what this handbook describes: you’re the seller, how refunds and chargebacks work, our share, pricing, marketing and texting rules, what happens if either of us leaves, and taxes.

Signing it will become part of joining the program.

A client asked us to delete their data

We delete their data from our systems (their account, AI recordings and anything in the partner app). You handle anything in your own Stripe account.

Proposed retention: billing records kept 7 years, everything else deleted on request.