Refund and Cancellation Policy
This Policy applies to fees businesses pay Rook LLC (“Rook”) for paid plans and related services. It does not govern payments customers make to a business for its work; refund requests for that work must be directed to that business.
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1. Free beta and paid plans
The free beta has no subscription fee and does not automatically convert to a paid plan. Paid service requires your acceptance of the price and billing terms. Monthly plans renew until cancelled. Subscription, setup, usage, pass-through, and pause charges are disclosed before you incur them.
2. Cancelling your subscription
Cancel at any time in Settings > Account, by text to the Rook support number provided with your account, or by email to support@lunisolutions.com. No phone call or cancellation fee is required.
Cancellation received before the next billing period begins stops that renewal. It takes effect at the end of your current paid billing period, and access continues until then. We confirm the effective end date; a delay in confirmation does not postpone a timely cancellation. Valid charges incurred before service ends remain payable.
3. First payment refund
Request a refund by emailing support@lunisolutions.com within 14 calendar days after your first monthly subscription payment. We refund that first subscription fee and associated taxes in full. The refund does not include the separate charges described in Section 4.
Unless you ask to remain subscribed, a first-payment refund request also serves as cancellation under Section 2. This voluntary refund offer applies to the first monthly subscription payment, including a first payment made after the free beta.
4. Other fees and partial months
After the first-payment refund period, subscription fees are not prorated for cancellation partway through a billing period. Setup fees are refundable before authorized setup work begins and nonrefundable once it begins.
Valid usage charges already incurred, disclosed pass-through charges already incurred for phone numbers or carrier registration, and fees for pause periods already begun are not refundable. These exclusions do not apply to billing errors, refunds required by law, or refunds expressly agreed in writing.
Fees charged directly by your own payment provider are governed by that provider’s terms. If Rook ends a paid subscription for convenience before the paid period expires, we refund the unused portion of the prepaid subscription fee.
5. Outages and service credits
If an outage within Rook's control makes a core paid feature unavailable for more than 24 consecutive hours during a paid billing period, you may request a credit by emailing support@lunisolutions.com and identifying the affected dates and feature. The credit is 25% of that billing period's subscription fee, excluding taxes, setup, usage, pass-through and pause fees. Total outage credits for a billing period are limited to 25% of its subscription fee. We apply the credit to your next invoice or refund it if your account is closed, adjusting associated taxes where required.
We assess duration using an uptime monitor that checks rooksync.com every minute and keeps history for at least 30 days, together with relevant application records and evidence you provide. A successful website check does not alone establish that every paid feature was available. Scheduled maintenance disclosed in advance, your configuration or pause, and failures outside Rook's control do not qualify. Credits do not limit refunds expressly promised in the Terms or rights and remedies that cannot lawfully be excluded.
6. Seasonal pauses
Where offered, a seasonal pause keeps your Rook text line, associated carrier registration, settings, and history for the disclosed monthly pause fee, subject to provider and carrier requirements. Automated AI replies stop during a pause. The pause fee, remaining features, and any continuing charges are disclosed before you confirm.
Pause fees renew monthly until you resume or cancel. You may resume or cancel at any time; the applicable rate and effective date are disclosed before resuming. Cancellation takes effect at the end of the paid pause period.
7. Data and your text line
You may export available Client Data or request an export while it remains retained, including after dashboard access ends. We delete Client Data from active systems within 90 days after the effective service end date, subject to earlier lawful deletion, legal preservation and the Privacy Policy and DPA. Protected backups are removed within 90 days after active deletion. Separately authorized home-file records remain under the homeowner's agreement and are not deleted solely because your subscription ends.
Unless ported out or otherwise agreed in writing, your Rook text line is released 30 calendar days after the effective service end date, subject to provider and legal requirements. Holding the number does not extend Rook’s messaging service. Contact us before service ends if you want to move it to another provider.
We cooperate with authorized port-out requests where supported. Porting depends on an active number, accurate authorization, and the receiving provider. We will not knowingly release a number while an authorized port is actively pending, unless provider requirements or law require otherwise. Once released, the number may be reassigned and may not be recoverable.
8. Billing errors and refund processing
Email support@lunisolutions.com about a suspected billing error or refund request and identify your business and the charge. Do not email full payment-card details.
We correct confirmed billing errors in full and initiate approved refunds within five business days of approval or confirmation. Refunds go to the original payment method where supported. Card refunds typically appear within five to ten business days after issuance; banks and other payment methods may take longer. We assist with failed or delayed refunds.
9. Other rights and contact
This Policy supplements the Terms of Service and your accepted plan terms. It does not limit refund rights or other remedies provided by applicable law or an express written agreement. Changes do not reduce refund eligibility for payments already made.
Rook LLC | support@lunisolutions.com