Refund cap update — Enterprise can now go beyond $5k

Sarah Chen [Apr 8, 3:45 PM] Heads up team — I just published Refund Policy v3. The big change: we're removing the $5k hard cap for Enterprise customers. After 90 days, Enterprise gets pro-rated credit up to 6 months. Within 90 days they get FULL refund, not just pro-rated.

Sarah Chen This came out of the Q1 retention review. We were losing too many enterprise renewals because we were nickel-and-diming 6-month-in customers who had genuine product issues.

Maya Okafor [Apr 8, 4:01 PM] :+1: from sales side. The TechCorp deal almost died over this exact thing.

Marco Silva [Apr 8, 4:12 PM] For CSMs — what's the new approval threshold?

Sarah Chen CSM up to $2,500 unilaterally, me up to $25k, CFO above. Same as before, just no plan cap.

Jenny Liu [Apr 9, 10:14 AM] Ran this by Erik (legal) — he's good with it. Just make sure RFND-2026 SF template is updated, not RFND-2025.

Sarah Chen [Apr 9, 10:22 AM] Updated. v3 is live in Notion. v2 is archived. Please do not reference v2 going forward.