CX5 Performance Academy

Terms & Conditions

Effective Date: March 2026 | Last Updated: March 2026

Please read these Terms and Conditions carefully before enrolling in or accessing any course, program, or service offered by CX5 Performance Academy (“CX5,” “we,” “our,” or “us”). By accessing our website at cx5performance.com or enrolling in any course, you agree to be bound by these Terms and Conditions.

1. About CX5 Performance Academy

CX5 Performance Academy is a professional customer experience training company providing online courses, training programs, and resources for home service providers, including but not limited to HVAC companies and individual customer service representatives (CSRs).

Contact Information:

Website: cx5performance.com
Email: info@cx5performance.com

2. Enrollment & Access

2.1 Course Enrollment

By enrolling in a CX5 Performance Academy course, you agree to provide accurate and complete information during the enrollment process. Course access is granted upon receipt of full payment unless otherwise specified in a pilot program agreement.

2.2 Individual Courses

Individual courses are delivered through our course platform (SamCart). Upon successful enrollment and payment, you will receive access to course materials for the duration specified at the time of purchase.

2.3 Team / Company Enrollment

For team training programs, the enrolling company is responsible for ensuring all participating team members comply with these Terms and Conditions. The company representative who enrolls on behalf of a team warrants that they have the authority to do so.

2.4 Pilot Program

Participation in the CX5 Performance Academy Pilot Program is subject to a separate Pilot Program Agreement. Pilot program participants acknowledge that:

The program is in active development and content may be updated
Feedback may be requested and used to improve the program
Pilot pricing and terms may differ from standard enrollment
No professional certificate is awarded for pilot program participation

3. Payment & Pricing

3.1 Pricing

All course prices are listed in US Dollars (USD). CX5 Performance Academy reserves the right to change pricing at any time. Price changes will not affect enrollments that have already been completed and paid.

3.2 Payment Processing

Payments are processed securely through SamCart. CX5 Performance Academy does not store your payment information. By completing a purchase, you agree to SamCart’s terms of service and privacy policy.

3.3 Taxes

You are responsible for any applicable taxes associated with your purchase. CX5 Performance Academy will collect applicable taxes where required by law.

4. Refund Policy

4.1 Individual Courses

CX5 Performance Academy offers a 7-day refund policy for individual course purchases. To request a refund, contact us at info@cx5performance.com within 7 days of purchase. Refunds will not be granted if:

More than 50% of the course content has been accessed or completed
A certificate of completion has been issued
The 7-day refund window has passed

4.2 Team Training Programs

Refund terms for team training programs are outlined in the individual company agreement. Please contact us at info@cx5performance.com to discuss your specific situation.

4.3 Pilot Program

Pilot program refund terms are outlined in the Pilot Program Agreement. Please refer to your specific agreement for details.

5. Certification

5.1 Individual Certification

Upon successful completion of the full individual certification course and passing the final assessment with a qualifying score, participants will receive an official CX5 Performance Certificate recognizing them as a certified customer experience professional.

5.2 CX5 Certified Team Designation

Companies whose teams successfully complete the full team training program will receive an official CX5 Certified Team designation. This designation:

Is awarded to the company — not to individual employees
May be displayed on the company’s website and marketing materials
Remains valid for 12 months from the date of completion
May be renewed through participation in updated training programs

5.3 Pilot Program

No certification or CX5 Certified Team designation is awarded for pilot program participation. Certification is only available upon completion of the full commercial course offering.

6. Intellectual Property

6.1 Ownership

All content provided through CX5 Performance Academy — including but not limited to course materials, videos, worksheets, frameworks, the HEAT Method, PDFs, graphics, and website content — is the exclusive intellectual property of CX5 Performance Academy and is protected by copyright law.

6.2 Permitted Use

Upon enrollment, you are granted a limited, non-exclusive, non-transferable license to access and use course materials for your own personal or internal business training purposes only.

6.3 Prohibited Use

You may not, without prior written permission from CX5 Performance Academy:

Share, sell, distribute, or sublicense course materials to third parties
Reproduce or republish course content in any form
Use course materials to create competing training products or services
Remove any copyright or proprietary notices from materials
Share login credentials with individuals not enrolled in the program

7. User Conduct

By accessing CX5 Performance Academy courses and content, you agree to:

Use the platform and materials in a lawful and respectful manner
Not attempt to disrupt or interfere with the platform or other users
Provide accurate information during enrollment and communications
Not misrepresent your identity or affiliation
Respect the intellectual property rights of CX5 Performance Academy

8. Disclaimer of Warranties

CX5 Performance Academy provides all courses, materials, and content “as is” and “as available.” While we strive to provide accurate, practical, and high-quality training, we make no warranties or representations regarding:

Specific business outcomes or revenue results from completing our training
The accuracy or completeness of industry statistics referenced in course materials
Uninterrupted or error-free access to course content

Industry statistics and benchmarks referenced in our materials are sourced from publicly available research and are provided for informational purposes only.

9. Limitation of Liability

To the fullest extent permitted by law, CX5 Performance Academy shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of our courses, materials, or website, including but not limited to loss of revenue, loss of business, or loss of data.

Our total liability to you for any claim arising from your use of our services shall not exceed the amount you paid for the specific course or program giving rise to the claim.

10. Privacy

Your use of CX5 Performance Academy is also governed by our Privacy Policy, which is incorporated into these Terms and Conditions by reference. Please review our Privacy Policy at cx5performance.com/privacy-policy to understand our data practices.

11. Modifications to Terms

CX5 Performance Academy reserves the right to update or modify these Terms and Conditions at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes constitutes your acceptance of the updated terms.

We will make reasonable efforts to notify enrolled users of material changes via email.

12. Governing Law

These Terms and Conditions shall be governed by and construed in accordance with the laws of the United States. Any disputes arising from these terms shall be resolved through good-faith negotiation first, and if necessary, through appropriate legal channels.

13. Contact Us

If you have any questions about these Terms and Conditions, please contact us: