· Vishnu Prithiv, founder of Vivin Sales · facts checked · 6 min read
Refunds, cancellations and unpaid invoices in pay per close
What happens to a contract-value commission when a deal is cancelled, refunded or never paid? Agree these cases in writing before launch.
Short answer: they should change the commission only in the ways your signed agreement says. Vivin’s published pages say the fee base, invoice timing and collection handling are fixed in writing before launch. They do not set a general refund rule, so agree each case, such as a cancelled, refunded or unpaid contract, in the agreement before you start.
The questions below are what to settle in writing, not a rule that applies to every provider.
What does Vivin’s pay per close page say about these cases?
Vivin’s price for pay per close is 5% to 20% of attributed contract value plus USD $497 per month, the rate is agreed per client, 20% is the ceiling, and the client closes. Every fee is listed in your written quote before you sign.
On the pay per close page, attribution is set before launch using agreed CRM source evidence, the outreach record and the booking record. The page says existing customers, exclusions, the attribution window, payment timing and the review process are defined in the signed agreement. The lead agreement adds that the fee base, invoice timing, collection handling, renewals, expansions and duration are fixed in writing before launch.
That is the full published position. Neither page states what happens to a commission if a customer cancels, is refunded or does not pay, so those cases belong in the signed agreement. If a provider tells you something different, ask for it in writing.
What should the agreement say if a customer cancels?
Decide what the fee base is: the contract value at signature, the value actually delivered, or the amount invoiced. Then decide whether a cancellation after signature changes the fee, and by how much. A clear clause names the event (for example, a termination notice within a stated period), the evidence needed and the effect on any fee already invoiced.
Without a clause, each side will argue from its own reading. Ask the provider to show the wording it would use and test it against a realistic example, such as a customer who cancels in the second month of a twelve-month contract.
What if the customer asks for a refund?
A refund returns money the customer paid you. Your agreement should say whether a refund reduces the fee base, whether the reduction is proportional, and who bears the cost if the refund was caused by something outside the provider’s work. Consider time limits as well: a provider will not want its fee reopened indefinitely, and you will not want to pay a fee on revenue you gave back.
Keep the record clean. Both sides should agree which document shows the refund and when the fee is adjusted, so that the next invoice reflects it.
What if the customer never pays you?
This is the case where interests differ most. One approach ties the fee to cash actually received. Another ties it to the contract value at signature regardless of collection. Each moves risk to a different party, and neither is right for everyone. Because Vivin’s closer is the client, collection from the customer is the client’s process, which is why the agreement defines collection handling in advance.
Ask four things: when the fee becomes due, whether it depends on payment by the customer, what happens to a fee already invoiced if the customer later defaults, and how long the provider has to claim a fee. Write the answers down.
How can you lay these cases out for comparison?
Use the table as an agenda for the contract conversation.
| Event | Question to settle in writing |
|---|---|
| Customer cancels | Does the fee base change, and from what date? |
| Partial refund | Is the fee reduced in proportion? |
| Full refund | Is a fee already invoiced reversed or credited? |
| Customer pays late | When is our fee due? |
| Customer never pays | Is the fee tied to cash received? |
| Dispute over attribution | Who reviews, with what evidence, and by when? |
The monthly USD $497 for domains, inboxes and sending infrastructure applies regardless of closes, so a cancelled deal does not by itself change that fee unless the agreement says so. Ask for that in writing too. Every fee is listed in your written quote before you sign.
Where do notice and disputes fit?
Either party may end a campaign on 14 days written notice. For pay per close, ask how attributed deals that close after the campaign ends are treated, which is the same attribution question explained in how pay per close attributes a closed deal. The 5 business day dispute window applies to delivered leads and appointments, so confirm what review process applies to a pay per close fee instead.
Read more in why pay per close has a monthly fee and revenue-share partnership contract terms. To compare providers, use the pay per close agency comparison. For a sector example, see the accounting firms pay per close page. This guide is not legal advice; have your own adviser review the agreement.
Frequently asked questions
Does a cancelled contract cancel the commission?
Only if your signed agreement says so. Vivin’s published pages do not set a general rule, so agree it before launch.
Can a commission be refunded?
That depends on the agreement. Ask how a customer refund affects the fee base and any fee already invoiced.
What if my customer does not pay?
Settle in advance whether the fee depends on cash received. Vivin’s lead agreement says collection handling is fixed in writing before launch.
Does the monthly infrastructure fee change when a deal falls through?
The USD $497 per month applies regardless of closes. Ask for any exception in writing. Every fee is listed in your written quote before you sign.
