Billing, Cancellation & Refund Policy
Billing, Cancellation & Refund Policy
rackAID LLC — 221 N. Hogan Street #308, Jacksonville, FL 32202
Effective date: June 23, 2026
This policy explains how rackAID bills for Services, how to cancel, and how refunds work. It is part of, and incorporated into, your Master Service Agreement (“MSA”). If anything here conflicts with the MSA, the MSA controls. Capitalized terms have the meaning given in the MSA.
1. Billing
1.1 Fees and rates. The Fees for your Services are set out in your Order. Hourly, consulting, and emergency rates are our then-current published rates or the rates stated in your Order. Emergency rates are two times (2×) our then-current hourly rate. Fees accrue from the Effective Date.
1.2 Taxes. You are responsible for all taxes, charges, and assessments on your use of the Services, except taxes on our net income.
1.3 Automatic billing. Your payment method on file will be automatically charged for the Initial Term, each Renewal Term, emergency charges, overages, and any other charges set out in the MSA or your Order. You are responsible for keeping a valid payment method on file. We are not liable for any service disruption caused by an invalid or declined payment method.
1.4 Billing cycle and automatic renewal. Unless your Order states otherwise, Services are month-to-month and renew automatically for successive one-month terms. Your payment method is charged at the start of each Renewal Term at our then-current rates until you cancel under Section 2. You may cancel at any time, using a method at least as simple as the way you signed up.
1.5 Invoices for additional work. Additional Services may be invoiced separately and are due on receipt unless your invoice states otherwise.
1.6 Price changes. We may change Fees and rates at any time. For month-to-month Services, changes take effect at your next Renewal Term, and we will provide notice through the helpdesk or control panel before the change takes effect. Continuing to use the Services after the effective date constitutes acceptance. Promotional pricing applies only for the stated period and does not carry into Renewal Terms.
1.7 Declined payments and late charges. If a charge is declined or Fees are not paid when due:
- A $35 declined-payment fee may apply each time a charge is declined.
- Past-due amounts accrue interest at 1.5% per month (18% per year), or the maximum permitted by law, whichever is lower.
- A $150 reinstatement fee applies if you ask us to reinstate Service after a declination.
1.8 Suspension and reconnection. If a charge is declined or Fees go unpaid, your Services may be suspended (no Internet access). To reconnect, you must pay all past-due Fees, a $100 per-Service reconnect fee, and any other outstanding charges. If your account remains non-compliant for 15 days after suspension, the Services may be terminated, and Customer Data and provisioned resources may be deleted 30 days after suspension and will not be recoverable.
1.9 Fraud screening. We screen initial orders for fraud. Orders that fail our screening may be declined or terminated.
1.10 Billing questions and disputes. If you believe a charge is incorrect, contact us through the helpdesk before disputing the charge with your card issuer, so we can resolve it quickly. Unjustified chargebacks may result in declined-payment and reinstatement fees and suspension of Service.
2. Cancellation
2.1 How to cancel. You may cancel a Service at any time through the helpdesk or your control panel, using a cancellation method at least as simple as the method you used to sign up.
2.2 Timing. To stop your next Renewal Term, submit your cancellation at least 7 days before the current Term ends. A cancellation received later takes effect at the end of the following Term, and the upcoming renewal charge will still apply.
2.3 Identity verification. We may ask you to verify your identity (for example, your invoice amount or the last four digits of your card) to protect your account. Verification will not be used to obstruct or delay a valid cancellation.
2.4 Confirmation. We will confirm your cancellation promptly. If you do not hear back within one business day, please contact billing.
2.5 Fixed-term commitments. If you committed to a fixed Term (as stated in an Order) and cancel early other than as permitted in the MSA, an Early Termination Fee applies, equal to the Fees that would have come due for the remainder of that Term (see MSA §10.6). This does not apply to month-to-month Services.
2.6 What happens when you cancel. On cancellation, the Services are disconnected and you lose access. It is your responsibility to export or retrieve your data before cancellation. We will retain Customer Data for up to 30 days after termination solely to allow retrieval on request (retrieval assistance is billable), after which it is permanently deleted and not recoverable. We may delete data sooner where required by an upstream provider, by law, or for security.
2.7 Cancellation by rackAID. We may terminate or suspend Services as described in the MSA (for example, for non-payment, AUP violations, or security risks). See MSA §12.
3. Refunds
3.1 Services are non-refundable. Except as expressly stated below or in the MSA, all Fees are non-refundable, and no refunds or credits are given for prepaid or unused portions of any Term. Cancelling mid-Term does not entitle you to a refund for the remainder of that Term.
3.2 Service disruptions. If a Service experiences downtime or disruption, your sole and exclusive remedy is any service credit provided under the applicable Service Level Agreement (SLA) — not a cash refund. Service credits, if any, are issued as account credits against future Fees.
3.3 Limited exceptions. We will correct genuine billing errors (for example, a duplicate charge or a charge after a confirmed cancellation). In the limited circumstances described in MSA §14.2 (intellectual-property indemnification), a refund may be issued as set out there.
3.4 Requesting a correction. To request a billing-error correction, contact us through the helpdesk within 60 days of the charge, with your account and invoice details.
4. Contact
Billing questions, cancellations, and correction requests: through the helpdesk or at contact@rackaid.com. rackAID LLC, 221 N. Hogan Street #308, Jacksonville, FL 32202.
5. Changes to this Policy
We may update this policy from time to time. Material changes will be posted to the helpdesk and, where required, take effect at your next Renewal Term. Continuing to use the Services after the effective date constitutes acceptance.
This Billing, Cancellation & Refund Policy is incorporated into the rackAID Master Service Agreement. Where the two conflict, the Master Service Agreement controls. Version 20260623.01