Common Client Questions & Answers

"Can I See the Contract Before I Pay?"

Context: Some prospects want to review the service agreement before committing. This is their legal right under CROA (Credit Repair Organizations Act).

How to Handle This

1. Do NOT push back. Clients have a federal right to receive a written disclosure and contract before paying. This is a reasonable request.
2. Let them know you will send it. Say: "Absolutely — I will have our team send over the service agreement for you to review. Once you have had a chance to look it over, we can reconnect and get you started."
3. Escalate to your team lead or billing to send the contract template. Tag @Billing Team in #customer-support on Discord with the client name and request.
4. Follow up within 24 hours. Do not let this go cold — schedule a callback to walk them through any questions.

Key CROA Reminders

• The contract must be signed by Crowned Advisors Inc. (our legal entity name)
• Clients have a 3-business-day cancellation right after signing — this must be disclosed
• A separate written disclosure statement must be provided before the contract is signed
• See the CROA Requirements wiki page for full details

     ⚠️ Team Leads: If you do not know where the current contract template is stored or how to send it, escalate to management immediately. This is a compliance requirement, not optional.