Created by: Emma Johnston

Last Updated: May 12, 2026

Plan Features / 1. Support / 2. Support Calls / 3. Onboarding / 4. Project Requests and Custom Requests / 5. Canva Templates / 6. Emails / 7. Phone / 8. AI Services / 9. Premium Services / 10. Subscriptions / 11. Cancellations

Terms and Conditions

TERMS AND CONDITIONS

The terms of use detailed below are in addition to our main Terms of Use and Privacy Policy.

GROWTH CATALYST

What's Included

GROWTH CATALYST PLAN SUMMARY

The Growth Catalyst Bundle includes unlimited clients on the Coach Catalyst Pro tier and access to Growth Catalyst CRM.

Platform features included in the plan include communication tools such as email marketing, text messaging, WhatsApp, phone functionality, and social media messaging. It also includes social media scheduling, ad manager, calendars and appointments, forms and surveys, automations, funnels and templates, payments and invoices, review management, opportunities and pipelines, reporting, triggers, QR code generation, course builder, communities, chat widgets, and a range of integrations.

Included in the plan is a monthly average allowance of 30,000 emails per month. Phone usage, including text messaging, is charged separately on a pay-as-you-go basis.

Additional premium services and usage-based features may also incur additional fees, including AI tools, premium workflow actions, number and email validation, WhatsApp services, and domain hosting.

ADDITIONAL FEATURES

Some features are available within the platform but are not enabled or supported as standard. These include websites and e-commerce stores, blogging, webinars, and affiliate referrals.

We are more than happy to enable these features on request, however we do not currently provide templates, onboarding resources, or ongoing implementation support for these areas.

Support and onboarding

Support Expectations

1.1 SUPPORT AND RESPONSIBILITIES

At Growth Catalyst CRM, we believe in empowering our users, and as such, we provide done-with-you support rather than done-for-you support.

We provide self-learning resources, Information Hub articles, support documentation, onboarding guidance, done-for-you templates, seasonal resources, and strategic support designed to help you learn and use the platform effectively over time.

As a user, you are responsible for engaging with the training and resources provided and for developing a working understanding of the platform.

While we will always aim to provide guidance, support, and assistance where appropriate, our role is to support you in learning and using the platform effectively, not to run your business on your behalf. Growth Catalyst CRM is not a virtual assistant service and does not complete implementation tasks or business activities on your behalf.

1.2 SUPPORT TICKETS

All support emails are managed internally through a ticketing system rather than a standard email inbox. So that tickets can be tracked, assigned, monitored, and followed up correctly, please start a new email for each separate issue rather than replying within an existing ticket chain. This allows each issue to be assigned its own ticket number and handled separately.

The more specific you can be when describing an issue, the faster and more effectively we will be able to assist you.

Please note that we do not accept video file attachments within support tickets.

Any videos must be shared using a cloud-based hosting platform that allows browser playback, such as Loom, Jumpshare, or Vimeo.

Support Channels

1.3 SELF-SERVE RESOURCES

If you want to learn about the software, you can explore our Information Hub articles. You can also search for answers yourself using the Knowledge Base and the AI-powered support bot at any time via the purple chat bubble.

These resources are continually updated to help you troubleshoot issues and learn at your own pace.

1.4 SUPPORT TEAM

If you require additional support, please contact the Support Team via [email protected]. The Support Team is available Monday to Friday during normal business hours (CST). When open, we aim to respond within 6 business hours, however please allow up to 2 business days for resolution depending on the nature of the request.

The support desk is closed on Christmas Eve, Christmas Day, New Year’s Day, Good Friday, Easter Monday, and all UK and US national holidays. Additional closures or adjusted support hours may occasionally apply during holiday periods or scheduled company closures.

Support Calls

2.1 SUPPORT CALLS AND EVENTS

We host weekly calls focused on success, strategy, platform usage, and frequently asked questions. Attendance is optional and recordings will be provided where available. We may also add additional calls throughout the year for seasonal projects, focused topics, or implementation support.

For more information on when these are taking place, click on the Events tab in the GC Community. Call schedules may occasionally vary during holiday periods or scheduled breaks.

2.2 CONSULTATION CALLS

Following the onboarding phases and included onboarding calls, additional one-to-one consultation calls are available for an additional fee. These calls are best suited for big-picture planning, strategy questions, business direction, or higher-level guidance. Consultation calls are not intended to complete implementation work on your behalf.

In many cases, support questions may be more appropriately handled via email support or during the weekly calls.

Consultation calls can only be booked up to 5 days in advance and must be canceled at least 48 hours before the scheduled start time. Calls canceled within 48 hours are non-refundable.

Onboarding

3.1 ACCOUNT SET UP

When you first sign up for Growth Catalyst CRM, you will need to complete a registration form, provide your original source logo files, and provide DNS access so that we can configure your account correctly.

Once submitted, we will set up your account with the essential features required for the platform to run smoothly. This setup includes (but is not limited to) your account branding, custom values, business profile, chat widget, email template, backend email setup, and other core items. Some of this setup may not be visible to you directly, but it is necessary for your account to function.

3.2 ONBOARDING PHASES

Onboarding is divided into five phases:

Phase One & Two: Account Setup and Orientation - During the first stages of onboarding, you will complete your initial setup tasks while learning how to access self-learning resources, support, templates, news, and updates.
At the same time, our team will also be completing setup tasks in the background.
Phase Three: Core System Usage - Once both your tasks and our setup tasks have been completed, you will receive a confirmation email confirming that your account is ready. Only then can you move on to the next onboarding phase.
During Phase Three, you should begin using the Social Planner, Emails, and Calendars. These are three easy-to-use core tools that will help you become more familiar with the platform.
Phase Four: Initial Impact & Strategy - Once you are more familiar with the core tools and platform, we can begin focusing on your first key project or area of implementation within the system. The goal of this phase is to help you create some initial impact within your business using the platform.
Phase Five: Ongoing Usage & Optimization - Once your initial setup and first key project are in place, we can begin supporting you with broader platform usage, additional tools, ongoing optimization, and longer-term strategy within the system. This phase is designed to support your continued usage and growth over time.

3.3 ONBOARDING/STRATEGY CALL

Users are entitled to one 25-minute onboarding call and two 25-minute strategy calls as part of their package.

These calls are not designed to teach the platform from scratch, as platform learning happens through self-learning resources and regular usage over time. The purpose of these calls is to discuss next steps and prioritize platform features.

Users must be in either Phase Four or Phase Five before scheduling these calls. As a result, calls cannot be scheduled within the first 21 days of joining the platform and must be used within the first 6 months of subscription.

Once you feel ready to book your call, please contact [email protected].

RESOURCES, TEMPLATES AND CREDITS

Project Requests

4.1 TEMPLATES AND RESOURCES

Growth Catalyst CRM provides a large range of done-for-you resources and templates designed to support your business and platform usage.

These include templates for funnels, forms, surveys, automations, and marketing emails. We also provide calculators and quizzes such as the Nutrition Report and Pain Points Quiz.

Where relevant, seasonal resources and campaigns will be automatically set up and added to your account throughout the year and can be found within your Project Request folders.

4.2 CANVA TEMPLATES AND RESOURCE CREDITS

We also provide Canva templates, recipe packs, success guides, and lead magnets (including those for Coach Catalyst programs). These can be accessed using resource credits. Users receive 2 resource credits per month, which can also be used against a limited number of selected standard project requests, such as the Nutrition Report.

Credits refresh at midnight CST on the first day of each month and may roll over to a maximum balance of 4 credits where your balance allows. The number of credits required for a request will be listed on the relevant request page. Unless otherwise stated, please allow up to 28 days for standard project requests to be completed.

Any seasonal projects that are automatically added to your account do not require credits

4.3 USING TEMPLATES

Resources added directly into your Project Request folders do not need to be cloned before use.

Any resources marked as Clone to Use must be cloned before editing or publishing. Once cloned, these resources should be moved out of the shared template folders into your own folders, as shared folders are managed centrally and may be updated, replaced, or removed over time.

4.4 TESTING AND TROUBLESHOOTING

Users are responsible for reviewing, editing, and testing resources before use. We recommend testing all projects and automations at least 5 days before launch to allow sufficient time for troubleshooting and corrections if required. For all New Year and January campaigns, testing should be completed by December 17th due to reduced support availability during the Christmas period.

When testing, if you experience an error, please first review the troubleshooting guide, execution logs, and enrollment history before contacting support. Any Coach Catalyst-specific issues should be directed to [email protected].

Custom Requests

4.6 BESPOKE REQUESTS

Bespoke requests are not included as standard within your package. If you require a bespoke project, please contact us for a quote. Bespoke requests start from $249 and final pricing will depend on the scope and complexity of the request.

Please allow up to 42 days for bespoke requests to be completed unless otherwise agreed in writing.

4.5 REQUESTS FOR SHARED RESOURCES

If you would like to suggest a new resource that could benefit all users, you may submit your idea to our Ideas Board by emailing [email protected]. If a request receives sufficient upvotes, it will be added to the system and made available to all users.

Requests may be based on internal suggestions (for example, identifying a topic we do not yet cover) or external resources (for example, a paid programme created by a third party). External requests can only be considered where the original provider has produced complete marketing and tutorial materials. Users must also provide proof of purchase before the resource can be added to their account.

Canva templates

Images and Canva Templates

5.1 IMAGES

Unless stated other, images used within Growth Catalyst CRM resources are licensed to be used in the specific resource only and must NOT be used for other purposes. For example, images used in one funnel cannot be used in other funnels or on social media.

For images used within Canva resources, please check their terms of use. You are responsible for checking the terms of use/license agreements for any images you use (such as the images you use in funnels, emails, and social media).

5.2 CANVA TEMPLATES

All templates are provided as a single-organization license for use only as final, flattened designs (such as a PDF or image). You can edit the Canva resources in any way you want and use it with your fitness clients and within your coaching programs. You can add your brand name, logo, and colors. You can edit the text, delete information, and add new information.

You must NOT share your Canva links with your clients or anyone else and you must not sell, pass on or give this document to anyone outside of your coaching business (such as other coaches, trainers, consultants).

5.3 CANVA PRO

Although you can edit the guides using the free version of Canva, you will need a Canva Pro account to download the guides, or will need pay a one-time fee. If you do not have a Canva Pro account, you could also swap the premium images for free images.

Emails and Phone

Emails

6.1 EMAIL COSTS

If your monthly average goes over your plan allowance, additional emails cost $1 per 1000 emails. You can check the number of emails send within a given time frame by going to Settings > Email Services > Email Analytics.

6.2 EMAIL ALLOWANCES

There is no daily limit on the number of emails you can send, but if you plan to send more than 15,000 per day, we will need to add a limit extension to your account.

Note that for first ten days, in order to 'warm up' your sending domain, you will be limited to 100 emails on day 1, 200 emails on day 2, etc, 900 emails on day 9 and 1000 emails on day 10.

6.3 SENDING THRESHOLDS

Our email provider has sending thresholds in place to protect your email reputation (so your emails go to your contact's inbox, not the spam folder). The bounce rate for a bulk email should be less than 3%. If you go over that threshold, your emails will be temporarily suspended for 24 hours so that you can make the necessary changes needed.

6.4 EMAIL VALIDATION

We offer the option email validation for all accounts. The system checks each email address every 90 days to check it is valid, which eliminates bounces, etc. Email validation costs $0.003 per verification (which is would be around 3335 emails per $10). To enable Email Validation, go to the Settings > Business Profile.

6.5 COMPLIANCE

It is your responsibility to ensure that your transactional and marketing emails are compliant with the regulations of the country that the contact resides in (such as CAN-SPAM, CASL, GDPR and APP). You must include an unsubscribe link at the bottom of any marketing emails and, where applicable, have gained explicit or implied consent (such as adding a appropriate checkbox to forms and surveys or using a double opt-in system).

Click here for more information about how to set up an unsubscribe link or double opt-in system. Click here for information about CAN-SPAM (US), click here for information about CASL (Canada), click here for information about GDPR (EU and UK), and click here for information about APP (Australia).

6.6 GMAIL AND YAHOO COMPLIANCE

Starting from February 2024, Gmail and Yahoo now require bulk senders to authenticate their emails, make it easy to unsubscribe and stay under a reported spam threshold.

You must have a dedicated sending domain and your outgoing email address should be from the domain as your dedicated sending domain. You must always include an unsubscribe line and your spam complaint rates must be less than 0.3% (ie, for every 1000 emails you send, you must receive less than 3 complaints).

6.7 SHARED IP ADDRESSES

Bulk sending is different from one-to-one emails sent directly from your personal email account, as emails must first be processed through a server before being delivered. For cost effectiveness, Growth Catalyst CRM uses shared servers, meaning multiple users send from the same IP address. This is standard industry practice.

For users with sufficiently high sending volumes, a dedicated IP address may be available on request for an additional fee.

Phone

7.1 PHONE BILLING

Our phone system works on a pay-as-you-go basis. You will be recharged automatically when your account balance hits zero (and there is no time limit to use up your balance). To view your current balance, go to Settings > Company Billing > Credits. Click on See Details to see your transaction history.

7.2 TEXT MESSAGE COSTS

In our phone system, you’re not charged per text message, but per message segment (see below). When you send a message, the system shows you both the character count and the number of segments. This is important to keep an eye on, because you’re billed per segment, not per visible message.

A single message might look short on screen, but if it’s long enough to spill into multiple segments (for example, it includes line breaks, emojis, or is just a few characters over the 160-character limit), it can easily become two, three, or four segments — and the cost increases accordingly.

Phone costs vary per country. In the US and Canada, it costs $0.95 to send or receive 100 SMS message segments. SMS messages in the US and Canada are also subject to additional external fees from carriers.

In the UK, it costs $4.20 to send 100 SMS message segments and $0.95 to receive 100 SMS message segments. In Australia, it costs $5.15 to send 100 SMS message segments and $0.95 to receive 100 SMS message segments.

Click here for a tool you can use to calculate how many message segments will be sent.

7.3 MESSAGE SEGMENTS

Messages are sent in 140 byte chunks known as message segments. For messages containing standard text (GSM encoded messages), this is the equivalent to 160 characters per segment. For messages that contain emojis (UCS2 encoded messages), this is the equivalent to 70 characters per segment.

When you send multi segment, messages need to use a data to tell the destination how to reassemble it. This takes up 6 bytes per message leaving only 67 characters for UCS2 encoded messages or 153 for GSM encoded messages.

7.4 PHONE CALL COSTS

Phone call costs also vary per country. In the US and Canada, it costs $0.0168 per minute to make calls and costs $0.0102 per minute to receive calls.

7.5 A2P 10DLC

For phone numbers in the US, you must complete brand and campaign registration. This is a mandatory requirement. Any messages sent using unregistered phone numbers will be blocked by carriers (but you will still be charged for sending these messages).

There is a small monthly campaign fee, as well as an initial application fee. These vary depending on your month usage and campaign type. Click here for more information.

7.6 SENDING THRESHOLDS

Our phone provider has sending thresholds to protect your sending reputation and limit exposure. based on high opt-out rates or error delivery rates. A delivery error indicates that the phone number is no longer in service/unreachable, or use a non SMS capable device such as a landline.

If you have a high opt-out rate (more than 1%) or high delivery error (more than 8%), your SMS messaging capabilities will be suspended for 24 hours so that you can make the necessary changes needed.

7.7 NUMBER VALIDATION

We offer the option number validation for all accounts. Ensuring you are sending to a valid mobile number improves your delivery rate and decreases your error rate and risk of account restriction. Phone number validation costs $0.005 per validation and will only be triggered once per contact. To enable Number Validation, go to the Settings > Business Profile.

7.7 COMPLIANCE

AI AND PREMIUM SERVICES

Premium AI Services

8.1 CONVERSATION AI

We offer Conversation AI to help you respond to contacts, answer their questions, and book appointments. Conversation AI costs $0.02 per response (so $10 will give you 500 responses) or $79 per month for unlimited responses. This can be accessed in Settings > Conversation AI.

8.2 CONTENT AI

We offer Content AI to help you quickly generate copy for your funnels, emails and social media posts. Content AI costs $0.12 per 1000 words generated (so $10 will give you 85470 words). This can be accessed in Funnels, Emails and Social Planner. You can view previously generated text by going to Automation > Content AI.

8.3 IMAGE AI

We offer Image AI so you can generate images for your funnels, emails and social media. Image AI costs $0.078 per image generated (so $10 will give you 130 images). This can be accessed in Funnels, Emails, Social Planner and Media Storage. You can view previously generated text by going to Automation > Content AI.

8.4 WORKFLOW AI

Workflow AI which costs $0.036 per GPT 4 and 4o execution and $0.018 per GPT 3.5 & 4o Mini executions (so $10 will give you 280 GPT 4 and 4o executions or 555 GPT 3.5 and 4o Mini executions). This can be accessed in Automation > Workflows.

8.5 REVIEW AI

We offer Review AI to help you respond to reviews added to Facebook and Google. Review AI which costs $0.096 per response (so $10 will give you 105 images). This can be accessed in Reputation > Settings.

8.6 AI EMPLOYEE

It is also possible to have unlimited access to AI by activating Employee AI for $127 per month. This includes all six AI tools — voice, conversation, reviews, content, workflow assistant, and funnels. You would also gain access to Ask AI, which generates personalized content in a conversational GPT-style format and is only available on subscription plans.

Premium Services

9.1 DOMAINS

You can purchase domains internally. Go to Settings > Domains & URL Redirects > Domains and click Purchase a Domain. Depending on the domain type, costs typically range from $8 to $13 per year. Once a domain is purchased, transactions are considered final and non-refundable. Click here for more information.

If you need to transfer your domain away from Growth Catalyst CRM, just send an email request to Support. We will then create an EPP code/Auth Code for you to use with your new provider. Please allow 3-5 working days for this process to be completed.

9.2 NUMBER VALIDATION

9.3 EMAIL VALIDATION

9.4 WORKFLOW PREMIUM ACTIONS

We offer a number of premium workflow actions, including Google Sheets, custom webhooks and Slack. Premium workflow actions cost $0.013 per action (so $10 will give you about 835 actions). For comparison, Zapier actions cost a minimum of $0.025 per action (and that is only if you use the full allowance per month).

Premium workflow actions are indicated with a gold crown symbol.

9.5 WHATSAPP

We offer Whatsapp messaging, which costs $20 per month. To start using Whatsapp, go to Settings > Whatsapp.

Click here for more information about Whatsapp.

9.6 BRANDED KOLLAB APP

We offer a branded version of the Kollab app for $59 per month. In order to get your own branded app, you will also need to register for a Google developer account ($25 one time fee) and Apple developer account ($99 per year).

9.7 YEXT ONLINE LISTINGS

We offer Online Listings by Yext. This is available to businesses in the US, Canada and UK and costs $49 per month.

Click here for more information. To add Yext to your account, email [email protected].

9.8 ACCOUNT CREDIT

The cost of all premium services gets deducted from your account credit. When the balance hits a certain threshold, your balance is automatically topped up by a set amount. You can view your current balance, change the threshold and auto recharge amount and see past transactions by going to Settings > Company Billing.

9.9 CANCELLATION OF PREMIUM SERVICES

Subscriptions to WhatsApp, Yext, branded Kollab app, and other premium services can be canceled by contacting Support with at least 14 days notice. As these are third-party integrations, we are unable to offer refunds for any payments already processed.

Payment Fees

9.10 PAYMENT FEES

We have integrations with Stripe, Paypal, Square, Authorize.net and NMI. Payments are subject to fees charged by those providers (there is no additional fee charged by Growth Catalyst CRM). These fees will vary from country to country.

Click here for information about Stripe fees and click here for information about Paypal fees.

Subscriptions and cancellations

Subscriptions and Payments

10.1 MONTHLY/ANNUAL PLANS

Payments are taken on a monthly basis, starting from the date of sign up. We also offer annual plans where you 12 months for the price of 10 months. To view or change your plan, go to Settings > Company Billing.

All subscriptions are billed in full months and are non-refundable. If you cancel partway through a billing cycle, you will continue to have access until the end of your current billing period. No partial refunds will be given for unused time.

10.2 PLAN CHANGES

From time to time, Growth Catalyst CRM may update or improve subscription plans. Existing users will remain on their original plan unless they choose to switch. It is the responsibility of each user to review available plans and request a change if they wish to take advantage of new features or pricing. We do not downgrade or remove features from active plans without moving users to an equivalent or improved option.

We also reserve the right to retire legacy plans. If a plan you are on is retired, you will be given at least 30 days’ notice and moved to the nearest equivalent plan.

10.3 PRICE INCREASES

In extremely rare circumstances, Growth Catalyst CRM may apply a small percentage increase to subscription pricing. In such cases, the change will apply to all active plans. You will be given at least 30 days’ notice before any increase takes effect, and you are free to cancel your subscription if you do not wish to continue under the new pricing.

We have not increased subscription prices since 2021, and any future adjustments will only be made when absolutely necessary.

10.4 COOLING OFF PERIOD

We offer a 7 day cooling off period for new subscriptions. During this period, you can cancel your subscription for any reason. In this instance, we will refund your unused subscription on a pro-rata basis, minus a $65 admin fee.

Cancellations

11.1 CANCELLATIONS

You can cancel your Growth Catalyst CRM account at any time. There is no minimum contract, however cancellations must be made with at least 14 days’ notice before your next billing date.

To cancel your account, you can either email [email protected] or go to Settings > Billing and click Modify or Cancel Subscription. This page also includes options to downgrade or upgrade to a different plan.

Once cancelled, your account will be suspended for three months. After this period, your account will be permanently deleted. Please note that no new project requests can be processed within 28 days of your cancellation date.

11.2 ACCOUNT CLOSURE RESPONSIBILITIES

When cancelling your account, you will need to delete your phone number from the system. Failure to do so may result in continued carrier charges during the three-month suspension period.

It is also your responsibility to cancel recurring invoices, set any active workflows to draft, remove or deactivate integrations, and deactivate any connected domains. We recommend exporting your client data before your cancellation date. Click here for more information on how to export your client data from Contacts.

Growth Catalyst CRM is not responsible for retaining or restoring any data once your account has been permanently deleted.

Account Transfer

11.3 ACCOUNT TRANSFER

If you are moving to another Lead Connector provider and have been with us for longer than 12 months, it may be possible to transfer your account to your new provider. There is an admin fee of $97 for this service and you will need to allow 14 days for this to be completed. Your subscription must remain active until the time of transfer, and any remaining time on your subscription will not be refunded. This service is not available once your account has been cancelled.

For copyright/intellectual property reasons, all Growth Catalyst CRM templates (and anything that is a derivate of those templates) will be removed your account. This will include funnels, websites, email templates, forms, surveys, workflows, custom fields and custom values. You will be able to keep your phone number, contacts and conversation history, calendars, pipelines, and review settings.

Account Snapshots

11.4 ACCOUNT SNAPSHOTS

If you’d like us to add an external Lead Connector snapshot to your account, please email the link to [email protected]. Please allow up to three working days for this to be completed. We can import up to four snapshots per calendar year; after that, an additional admin fee may apply. It’s important to note that external snapshots cannot be detached or removed from your account once added, and we are unable to check for conflicts or overwrites during import, so there is a risk that resources may be duplicated or overwritten.

We do not provide Growth Catalyst CRM snapshots for use with other providers.

Changes

12.1 CHANGES TO TERMS

We occasionally update our plans, pricing, and terms to improve our services. While changes are rare, we reserve the right to make adjustments when necessary. If a change affects your current plan, we will provide at least 30 days’ notice, and updates will be published in the Information Hub and Community.

This may include adjustments such as an annual increase to phone charges or changes to our premium services.

If you have a quick, system-specific "how-to" question, you can chat with our Support AI Assistant using the purple chat bubble in the bottom corner of the software. This is available 24/7, giving you instant access to help at any time of day.

If you have a more complex question, or you would prefer to speak to a human, you can contact our Support Team by emailing [email protected]. Our team is available Monday to Friday during normal business hours (CST) and we aim to reply within 24–48 hours.