Effective May 12, 2026. All payments final. Sole exception: documented conflict of interest, adjudicated by Arbitration.
All payments to ROOF_OS, Inc. are FINAL and NON-REFUNDABLE. The only exception is a documented conflict of interest determined by the ROOF_OS Arbitration Department. Refund requests must be submitted through the Arbitration intake at /arbitration. This page is incorporated into the Terms of Service at /terms and the Payment Terms at /payment-terms.
Without exception other than as expressly stated in Section 3, you agree that the following are NON-REFUNDABLE: (a) monthly, annual, or multi-year subscription fees, paid in advance or in arrears; (b) setup, onboarding, implementation, training, or professional-services fees; (c) per-seat, per-location, per-job, or per-Agent license fees; (d) prepaid agent credits, prepaid SMS/voice credits, and any other prepaid consumption units; (e) marketplace purchases, third-party app fees, and integration purchases; (f) deposits or progress payments toward roofing-services jobs; (g) one-time charges, overage charges, and metered billing; (h) Payment Partner fees, card-network interchange, ACH/wire fees, FX spread, and stablecoin network (gas) fees; (i) taxes, duties, or withholdings remitted to a taxing authority; and (j) any amount paid on-chain that has been confirmed by the underlying blockchain.
Payments made in cryptocurrency or stablecoin (including USDC on Base via Crossmint or MoonPay/Hel.io) are FINAL upon network confirmation. ROOF_OS cannot, will not, and is not capable of reversing a confirmed on-chain transaction. No refund of any on-chain payment will be issued except by transmitting a new on-chain transaction back to the wallet of record, which will only occur upon a written Arbitration determination under Section 3 and net of all then-current network fees and exchange spread.
The single circumstance in which a refund may be issued is a DOCUMENTED CONFLICT OF INTEREST determined by the ROOF_OS Arbitration Department to have materially influenced the transaction to your detriment. A "conflict of interest" for purposes of this policy means an undisclosed financial, fiduciary, or affiliate relationship — between ROOF_OS, its officers, employees, agents, or Affiliates on the one hand, and a counterparty, marketplace vendor, or downstream beneficiary on the other — that (a) existed at the time of the transaction; (b) was material to the transaction or to the value you received; (c) was not disclosed to you in writing; and (d) more likely than not influenced the outcome to your detriment. Examples include (without limitation): routing a job to an undisclosed affiliate without informing you; recommending a marketplace product in which a ROOF_OS officer holds an undisclosed equity interest; or selling you a feature ROOF_OS knew at the time of sale would not be delivered.
The following, individually or in combination, are NOT grounds for a refund: (a) change of mind, buyer's remorse, or a decision not to use the Platform; (b) closure, bankruptcy, sale, or pivot of your business; (c) cancellation of a roofing project for any reason; (d) dissatisfaction with Agent Output, accuracy of estimates, or model performance; (e) market, weather, supply-chain, or commodity-pricing conditions; (f) third-party outages (Crossmint, MoonPay, Hel.io, AWS, Cloudflare, blockchain congestion, ISP, carrier); (g) Platform downtime within the published SLA tolerance; (h) regulatory changes affecting your industry; (i) failure to read these Terms or to configure your account properly; or (j) any disclosed affiliate relationship to which you consented expressly or by continued use.
Refund requests under Section 3 MUST be submitted through the Arbitration intake at /arbitration or by email to arbitration@roof10x.com. A complete request includes: (a) the legal name and account email associated with the transaction; (b) the transaction ID, date, amount, and rail (Crossmint, MoonPay/Hel.io, ACH, wire, or on-chain); (c) a written narrative identifying the alleged conflict of interest, the parties involved, and the facts known to you; (d) documentary evidence (emails, screenshots, contracts, audit logs, on-chain transaction hashes); and (e) the relief sought. Requests must be submitted within 60 days of the underlying transaction; later requests are time-barred. Filing a chargeback while a refund request is pending automatically suspends the Arbitration review and may forfeit your claim.
The Arbitration Department will acknowledge receipt within ten (10) business days, may request additional information (which extends the timeline by the response time), and will issue a written decision within forty-five (45) business days of a complete file. Decisions are final, in writing, and reasoned. If a refund is granted, the amount is determined in the sole reasonable discretion of the Arbitration Department, net of: (i) irreversible Payment Partner fees; (ii) blockchain network fees; (iii) third-party costs already incurred on your behalf; and (iv) any amounts owed by you to ROOF_OS under any agreement.
Initiating a chargeback, card dispute, ACH return, or analogous reversal for an authorized and properly fulfilled transaction is a material breach. ROOF_OS will: (a) submit a full rebuttal package including signed Order Forms, IP and device fingerprints, audit logs, communications transcripts, and proof of value delivered; (b) seek reimbursement of the disputed amount, chargeback fees (up to $35.00 per event), associated network fines, and counsel costs; (c) suspend or terminate access pending resolution; and (d) report repeat offenders to industry fraud-prevention databases (Verifi CDRN, Ethoca, MATCH). The proper channel for disputed charges is the Arbitration intake at /arbitration — not the card network or bank.
You may cancel a subscription at any time effective at the end of the then-current billing period; you will retain access through that date and will not be billed for the next period. Cancellation does NOT trigger a refund of any prepaid fees or unused credits, and prepaid credits expire on cancellation unless an Order Form states otherwise.
This Refund Policy, together with the Payment Terms at /payment-terms and the Terms of Service at /terms, is the entire refund framework between you and ROOF_OS. No statement by any salesperson, support agent, affiliate, or partner — written or oral — expands the refund rights granted here unless signed by an authorized officer of ROOF_OS.
Refund requests and conflict-of-interest claims (mandatory routing): arbitration@roof10x.com. Billing questions that are not refund requests: billing@roof10x.com. Mailing address: ROOF_OS, Inc., Austin, TX.
