Customer Service Agreement

Version 1.0

Channel	Where	When	We respond
Phone	(470) 552-6061	24 hours a day, 7 days a week	Answered live by a real person, under 30 seconds on average
Email	contact@merryjammies.com	Any time	First reply under 3 hours on average; resolved within 24 hours
Self-service	Your account page	24/7	Instantly

Version 4.0 · Effective 29 September 2026

This is our commitment to you about how we handle support: how to reach us, how fast we respond, what our team can do without escalating, and what happens if something goes wrong with a charge.

1. How to reach us

Phone — (470) 552-6061, 24 hours a day, 7 days a week. Answered live by a real person, typically in under 30 seconds.
Email — contact@merryjammies.com, any time. First reply in under 3 hours on average, resolved within 24 hours.
Self-service — your account page, 24/7, instantly.

There is no menu tree, no hold queue by design, and no callback requirement. A person answers the phone at any hour, including weekends and holidays.

Mailing address
AIO Ventures, LLC d/b/a Merry Jammies
1738 W Thistle Landing Drive, Goodyear, AZ 85338

2. What you can do yourself, instantly

Available 24/7 from your account page, or at the cancellation page:

Cancel your membership — one form, no survey, no phone call
Skip your next cycle — one click, no charge
Resume billing after an automatic pause
See your VIP Credit and Bonus Credit balances separately
See your next charge date and amount
See every charge we have ever made and the credit each one added
Update or change your payment card
Change your email, address and communication preferences
Track an order

If any of these is not working, that is a bug. Email contact@merryjammies.com with "Account issue" in the subject, or call, and we treat it as urgent.

3. What our team can do on first contact

No escalation, no supervisor, no "let me check with someone":

Cancel your membership immediately, and confirm it in writing
Skip or pause a cycle — including retroactively, if you meant to skip and missed the date
Refund a charge in full — see Section 4
Reverse a charge you do not recognise
Update your payment method
Check, correct or restore your credit balance
Cash out a remaining credit balance where your state's law provides for it
Resend any receipt, reminder or confirmation
Resolve a delivery problem — reship, refund, or file a carrier claim
Apply a return to your VIP Credit or to your card, whichever you prefer

4. Billing problems — please read this before calling your bank

If a charge is wrong, call us. We will almost certainly just refund it.

Our standing policy, which our team applies without needing permission:

A charge you did not expect, within 30 days, credit unspent — full refund, no questions. We cancel the membership, refund the $29.99, and remove the corresponding credit.
A charge caught you off guard — refunded. A recurring charge is easy to forget, and we would rather refund it than argue about it.
You meant to skip and missed the window — we honour the skip. Refunded.
You cancelled and were charged anyway — refunded immediately, and we will tell you what went wrong.
Charged twice — refunded immediately.
You do not recognise the charge — we will identify it for you with the date, the email on the account and the descriptor, and refund it if it should not have happened.

Refunds are issued the same day and typically reach your statement within 5 to 10 business days, depending on your bank.

Why come to us rather than your bank: a bank dispute takes 30 to 90 days, and during that time you have neither the money nor the credit. We can fix it in minutes, at any hour.

If you have already filed a dispute, tell us anyway. We will not hold it against you and we can often resolve it faster from our side.

5. If we get it wrong

If we miss a commitment in this document, say "Escalate" on the phone or put it in the subject line of an email to contact@merryjammies.com.

Escalated issues go to a named person who responds within one business day with either a resolution or a specific date for one. If it is a billing problem we caused, we refund first and investigate afterwards.

6. Peak season

We sell a seasonal product and November and December are busy. During those months email response may extend to two business days.

Phone stays 24/7, and cancellations, skips and refunds are never deprioritised. Nothing about a busy season will make it slower to stop paying us.

7. Accessibility and language

Support is provided in English. If you need another language or another format, contact us and we will find a way to help.

If any part of our site or our cancellation flow is difficult to use with assistive technology, tell us and we will treat it as a bug, not a feature request.

8. What we will never do

Require a phone call, chat, survey, quiz or retention conversation before letting you cancel
Make cancelling harder than joining was
Charge a fee to cancel
Take VIP Credit you paid for
Make more than one attempt to keep you once you have said you want to cancel
Add you to marketing email or SMS without you asking
Keep billing you while your credit stacks up unused — we pause automatically at $59.98