Mandatory intake for all claims, disputes, and refund requests. Binding individual arbitration. AAA rules, Austin TX. Class-action waiver applies.
The ROOF_OS Arbitration Department is the SOLE intake channel for all claims, disputes, refund requests, billing objections, data-handling grievances, allegations of conflict of interest, and any controversy arising out of or relating to ROOF_OS, the Platform, payments processed by Crossmint, MoonPay/Hel.io, or any other rail, or your relationship with us. This page describes the procedure required by Section 16 of the Terms of Service at /terms and by Sections 5-6 of the Refund Policy at /refund-policy. Filing here is a CONDITION PRECEDENT to any external proceeding.
Submit through this channel: (a) refund requests under the conflict-of-interest exception; (b) billing or invoicing disputes; (c) chargeback alternatives (do NOT initiate a chargeback while a claim is pending); (d) account suspension or termination challenges; (e) data-subject grievances not resolved through privacy@roof10x.com; (f) allegations of undisclosed affiliate relationships, kickbacks, or self-dealing; (g) IP, defamation, or contract-breach claims involving ROOF_OS; (h) Agent-action disputes; (i) marketplace transaction disputes; (j) any matter the Terms of Service direct here. Vulnerability reports go to security@roof10x.com (NOT here); DMCA takedown notices go to the agent listed at /dmca.
Email arbitration@roof10x.com with the subject line "ARBITRATION INTAKE — [SHORT DESCRIPTION]". Your message must include: (a) full legal name and entity name; (b) account email and account ID; (c) mailing address, telephone, and a non-account email for service; (d) detailed description of the claim, including dates, parties, dollar amount in dispute, and the relief sought; (e) all relevant transaction IDs, invoice numbers, on-chain transaction hashes, signed Order Forms, and Communications evidencing the matter; (f) a statement of how the matter was first raised (support ticket, billing email, etc.) and the response received, if any; (g) for refund requests: the specific facts supporting the alleged conflict of interest; (h) a verification under penalty of perjury that the statements are true to the best of your knowledge. Incomplete intakes will be returned with a request for completion; the timeline restarts on a complete file.
The Arbitration Department will: (a) acknowledge receipt within ten (10) business days of a complete file; (b) request supplemental information if needed (each round extends the timeline by the response time); (c) issue a written, reasoned decision within forty-five (45) business days of a complete file. Decisions are final at this stage. Targets are good-faith estimates and may be extended by the Arbitration Department by written notice if matter complexity or external dependencies require additional time.
If the dispute is not fully resolved within sixty (60) days of intake, it proceeds to BINDING INDIVIDUAL ARBITRATION administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules (or Consumer Arbitration Rules where applicable), before a single arbitrator. The seat and exclusive venue is Austin, Travis County, Texas. Proceedings are conducted in English. The arbitrator may award only individualized relief and may not award relief affecting non-parties. Judgment on the award may be entered in any court of competent jurisdiction. Each party bears its own attorneys' fees and costs except as the arbitrator orders or as AAA rules require.
YOU AND ROOF_OS EXPRESSLY WAIVE ANY RIGHT TO PURSUE OR PARTICIPATE IN A CLASS ACTION, COLLECTIVE ACTION, REPRESENTATIVE ACTION, PRIVATE-ATTORNEY-GENERAL ACTION, MASS ACTION, OR JURY TRIAL, to the maximum extent permitted by applicable law. If a court finds the class-action waiver unenforceable in a given matter, the entire arbitration agreement (Sections 4 and 5 of this page and Section 16 of the Terms) is null and void as to that matter only, and the dispute will proceed in the courts identified in Section 11 below. Mass-filing or coordinated-filing tactics violate this waiver and entitle ROOF_OS to seek injunctive relief and recovery of administrative fees.
All Arbitration Department communications, exchanged documents, settlement offers, and intermediate decisions are CONFIDENTIAL and may not be disclosed to any third party (including media, social networks, customer reviews, or other claimants) except: (a) to the parties' counsel, accountants, and insurers; (b) as required by law or court order; (c) to the AAA and the arbitrator; and (d) to enforce or appeal an award. Violation of confidentiality is itself a material breach. The final arbitration award is not confidential to the extent disclosure is required by law.
From the moment you contemplate a claim, you are on notice to preserve all relevant records, including emails, contracts, screenshots, recorded calls, on-chain transaction data, and device logs. Destruction, alteration, or spoliation of evidence will be considered by the Arbitration Department and arbitrator in weighing the matter and may result in adverse-inference rulings. ROOF_OS will likewise preserve relevant audit logs, agent activity records, and communications for the duration of the proceeding plus seven (7) years.
Either party may seek emergency or interim injunctive relief in a court of competent jurisdiction in Travis County, Texas to protect intellectual property, confidential information, security, or to prevent imminent irreparable harm pending arbitration. Seeking such relief is not a waiver of the agreement to arbitrate.
You may opt out of the arbitration and class-waiver provisions by mailing a written notice, postmarked within thirty (30) days of your first acceptance of the Terms of Service, to: ROOF_OS, Inc., Attn: Arbitration Opt-Out, Austin, TX. The notice must include your account email, account ID, mailing address, and a clear statement of intent to opt out. If you timely opt out, all other Terms still apply; disputes will be resolved in the courts identified in Section 11.
If any provision of this Arbitration procedure is held unenforceable, it will be severed and the remaining provisions will continue in full force, except as expressly stated in Section 5 with respect to the class-action waiver.
This procedure and the parties' arbitration agreement are governed by the Federal Arbitration Act and, secondarily, by the laws of the State of Texas, without regard to conflict-of-law principles. Any matter not subject to arbitration (including the carve-outs in Sections 5, 8, and 9) lies in the exclusive jurisdiction of the state or federal courts located in Travis County, Texas.
Arbitration intake: arbitration@roof10x.com. Mailing address (including for opt-out notices): ROOF_OS, Inc., Austin, TX. Do not send arbitration intakes to legal@, billing@, support@, or any other inbox — they will not be treated as filed.
