Client Support

MotionVibe is fully committed to client support and development. Our commitment is reflected in our 99% client retention rate since we launched services in 2013. As we pass 2,000 clients and 100,000 fitness professionals using our platform daily, we continue to look at new ways to improve our customer support and client education.

All clients receive a dedicated account manager to ensure all needs are met and our support team can be accessed anytime through a dedicated support channel: support@motionvibe.com

Charges and Payments

MotionVibe is a software as a service platform that charges a monthly licensing and support fee. Payment terms and fees are outlined in all client service agreements. Additional fees for set up, design, integration, software development, and other specialty services are also outlined in your client agreement.

MotionVibe payment processing complies with all PCI compliant security standards. All charges are in U.S. Dollars.

Beginning July 15, 2020 MotionVibe requires all client payments to be made via credit card or ACH. Recurring billing method will be kept on file via our payment processor. Accounts are charged automatically on the 1st or 15th of the month. All clients will receive a payment confirmation upon payment completion.

Refund Policy

MotionVibe charges for only services and data used. If a location is closed or a service is no longer used, the charge for this service will not longer be applied to your bill the following monthly billing cycle. Any fees associated with downgrading your service will be communicated prior to your bill adjustment.

Refunds are issued if service charges are applied incorrectly, services are cancelled prior to set up and usage, or if services are deemed unsatisfactory. For a service to be deemed unsatisfactory the service is either unavailable for use or fail to perform it's intended function.

In the event a refund is required for a service, MotionVibe will refund charges to the payment method on file within 10 business days or issue a client credit to future invoices -- whichever the client prefers. In the event the client requests a refund via check, MotionVibe will arrange for a check to be mailed to our client's accounts receivable within 30 days.

Service Cancellation

Service cancellation terms are outlined in your client service agreement and may be dependent on services provided. Standard software as a service may be cancelled without penalty after 24 months and 90 days written notice. Upon official request for cancellation MotIonVibe will provide options for your data to be downloaded and will ensure proper system close out.

Requests may be made via email with your account manager or by mailing an official letter to our offices:

MotionVibe

101 W. Dickman St

Baltimore, MD 21230