Refund & SLA Policy

1. Scope

This policy sets out when refunds are available and what service levels RootTeck targets for hosting uptime and support response, for each Service described in our Terms of Service. It applies alongside, and does not override, any registry- or registrar-specific rules for domain names.

2. Domain Registration Refunds

• Domain registration fees are generally non-refundable once a domain has been successfully registered, consistent with standard registry practice — registries typically do not refund registrars, and registrars do not refund resellers.
• If RootTeck fails to complete a domain registration you've paid for (for example, the domain becomes unavailable after checkout but before registration), you will receive a full refund for that order.
• Domain renewal fees follow the same rule: non-refundable once the renewal has been processed with the registry.

3. Hosting Refunds

• New hosting subscriptions include a 7-day money-back window from the activation date; contact support within that window for a full refund if you're not satisfied.
• Renewal payments for existing hosting subscriptions are non-refundable once processed, but you may cancel to prevent future renewals at any time before the next billing date.
• If we fail to meet the uptime commitment in Section 5 for a given month, you're entitled to the service credit described there instead of a cash refund.

4. Custom Development Project Refunds

• Projects are billed per milestone as work is completed and accepted; completed and accepted milestones are non-refundable.
• If you cancel a project before a milestone is completed, any deposit or partial payment already made for that milestone is refunded on a pro-rata basis for work not yet performed.
• If RootTeck is unable to deliver a milestone as scoped and the parties can't agree on a revised scope, the affected milestone's payment is refunded in full.

5. Hosting Service Level Agreement (SLA)

• Uptime target: RootTeck targets 99.9% monthly uptime for hosting infrastructure, excluding scheduled maintenance and events outside our reasonable control (see Section 7).
• Service credit: if monthly uptime falls below 99.9%, affected hosting subscriptions receive a service credit of one day of hosting fees for each additional hour of downtime beyond the target, up to a maximum of one full month's fees.
• To claim a credit, contact support within 30 days of the end of the affected month with the dates/times of the outage; credits are applied to a future invoice and are not paid out in cash.

6. Support Response Targets

Support tickets are handled according to priority:

These are response-time targets, not resolution-time guarantees — some issues (e.g. those depending on a third-party registrar or payment provider) take longer to resolve than to first respond to.

7. Exclusions

The uptime and response targets above do not apply to downtime or delays caused by: scheduled maintenance (announced in advance where practical), your own misconfiguration or misuse, third-party services outside RootTeck's control (registrars, payment providers, upstream internet/power outages), or force majeure events.

8. How to Request a Refund or Credit

Contact support from your dashboard, or email billing@rootteck.com, with your invoice or order reference and the reason for the request. We aim to respond within the support targets in Section 6 and, once approved, to process refunds to the original payment method within 10 business days.

9. Changes to This Policy

We may update this policy from time to time; changes apply prospectively from the "Last updated" date above and do not affect refund requests already approved under a prior version.