Rooftop Signal

AI Visibility for Dealers
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Refund Policy

Last updated: November 22, 2025

1. Overview

Rooftop Signal is committed to customer satisfaction. This Refund Policy outlines the conditions under which refunds are provided for our services. All refunds are processed through Stripe and typically appear within 5-10 business days.

2. Monthly Subscription Refunds

2.1 14-Day Money-Back Guarantee

We offer a 14-day money-back guarantee for monthly subscriptions ($349/mo) if:

  • Setup fails to complete due to a technical error on our end
  • Your initial audit report is missing critical sections (score, findings, or recommendations)
  • We were unable to access your site despite it being publicly accessible

2.2 Refund Exclusions

Refunds are NOT available for:

  • Dissatisfaction with Results: Low scores or unfavorable findings do not qualify for refunds (the audit accurately reflects your site's current state)
  • Site Access Issues: If your site blocks our crawler, has robots.txt restrictions, or requires authentication
  • Change of Mind: After 14 days from purchase
  • Already Implemented Changes: If you've already acted on the recommendations

2.3 How to Request a Refund

  1. Email hello@rooftopsignal.com within 14 days of first payment
  2. Include your email, dealership name, and reason for refund
  3. We'll review within 2 business days
  4. If approved, refund processed via Stripe (5-10 business days to appear)

3. Annual Subscription Refunds

3.1 Cancellation Policy

  • Cancel Anytime: No questions asked
  • Prorated Refunds: Annual subscriptions ($299/mo, billed annually at $3,588/yr) receive prorated refunds for unused months if canceled within first 90 days
  • After 90 Days: No refunds, but service continues through end of annual term

3.2 First-Year Guarantee

  • 30-Day Guarantee: Full refund if you cancel within 30 days of your first annual payment
  • After 30 Days: Prorated refund for unused months (up to 90 days from purchase)

3.3 How to Cancel

  1. Go to your Billing Portal
  2. Click "Cancel Subscription"
  3. For refunds within the guarantee period, email hello@rooftopsignal.com

4. Service Failures and Technical Issues

4.1 Downtime Refunds

  • Scheduled Maintenance: No refunds (announced 48 hours in advance)
  • Unplanned Outages > 24 Hours: Prorated credit for downtime exceeding 24 hours (subscription customers only)
  • One-Time Audits: Full refund if audit fails due to our service outage

4.2 Data Loss

  • Lost Audit Data: Full refund if we lose your audit data due to our error
  • Backup Failures: Credit toward future services if backup systems fail

4.3 AI Service Failures

  • OpenAI Outage: Audit rescheduled at no charge (or full refund if preferred)
  • Inaccurate AI Recommendations: No refund (AI suggestions are provided as-is; see Terms of Service Section 10)

5. Chargebacks and Disputes

5.1 Contact Us First

IMPORTANT: Please contact us at hello@rooftopsignal.com before filing a chargeback with your bank. Most issues can be resolved quickly, and chargebacks result in:

  • Immediate account suspension
  • $25 chargeback processing fee (deducted from refund)
  • Permanent ban from Rooftop Signal services

5.2 Legitimate Chargebacks

We understand chargebacks for:

  • Fraudulent charges you didn't authorize
  • Technical errors causing duplicate billing

In these cases, contact us immediately and we'll resolve it without penalties.

8. Free Audit Scans

  • No Refunds: Free audits are provided at no charge
  • No Guarantees: Free tier provides initial visibility assessment only
  • Upgrade Anytime: Upgrade to monthly ($349/mo) or annual ($299/mo) for full implementation and monitoring

9. Refund Processing Time

  • Stripe Processing: 5-10 business days for refund to appear in your account
  • Credit Card vs. Debit Card: Credit cards typically faster (3-5 days), debit cards may take up to 10 days
  • International Transactions: May take up to 15 business days depending on your bank

10. Currency and Taxes

  • All refunds issued in USD (original currency charged)
  • Refunds include original sales tax (if applicable)
  • Exchange rate differences not covered (if your bank auto-converted from USD)

11. Exceptions and Special Cases

11.1 Bulk Purchases (Agency Bundles)

  • Custom refund terms apply (negotiated in writing)
  • Prorated refunds based on unused credits

11.2 Annual Plans (Future)

  • If we introduce annual plans, prorated refunds available for first 30 days
  • After 30 days, cancellation without refund (but service continues until end of term)

12. Legal Rights

This Refund Policy does not affect your statutory rights as a consumer under applicable law (e.g., EU Consumer Rights Directive, UK Consumer Rights Act, Australian Consumer Law).

12.1 EU/UK Customers

  • 14-Day Cooling-Off Period: Right to cancel within 14 days of purchase
  • Exception: If you request immediate service delivery (e.g., urgent audit), you waive this right

12.2 Australian Customers

  • Consumer Guarantee: Services must be fit for purpose
  • Major Failures: Full refund or replacement if service has a major failure

13. Refund Request Process

Step-by-Step:

  1. Email Us: hello@rooftopsignal.com
  2. Subject Line: "Refund Request - [Job ID or Email]"
  3. Include:
    • Your email address used for the purchase
    • Job ID or order number
    • Reason for refund request
    • Date of purchase
  4. Response Time: We'll review within 2 business days
  5. Approval: If approved, refund processed via Stripe immediately
  6. Denial: If denied, we'll explain why and offer alternative solutions

14. Contact Information

For refund requests or questions:

15. Changes to This Policy

  • We may update this Refund Policy at any time
  • Material changes announced via email 30 days in advance
  • Purchases made before changes are subject to the policy in effect at time of purchase

Related Legal Documents: Privacy Policy | Terms of Service