Refund Policy

This Refund Policy governs all refund, return, and cancellation requests for products and services provided by Rook Pest LLC (“Rook Pest, ” “we, ” “us, ” or “our”), including hardware Device purchases and Platform Subscriptions. This Policy is incorporated into our Terms and Conditions. By purchasing a Device or enrolling in a Subscription, you agree to the terms of this Policy. Rook Pest operates a hardware-plus-software model. Device sales are physical product transactions. Platform Subscriptions are recurring software licenses. Because the costs, logistics, and nature of each category differ, separate refund and return terms apply to each, as set out below.

Hardware Devices

1.1

Thirty-Day Return Window

Devices may be returned for a full refund of the purchase price within 30 calendar days of the delivery date. To qualify, the following conditions must all be met:

The Device is in its original, undamaged packaging;
The Device is in like-new, uninstalled condition it has not been mounted, activated, or paired with a Platform account;
All original accessories, cables, mounting hardware, and documentation included with the Device are present;
A Return Merchandise Authorization (RMA) number has been obtained from Rook Pest before the Device is shipped back (see Section 8 for how to request).

Returns shipped without a prior RMA number may be refused at the warehouse or subject to processing delays. Rook Pest is not responsible for returned items lost or damaged in transit. We recommend using a trackable shipping service and retaining proof of postage. Return shipping costs are the Customer’s responsibility unless the return is necessitated by a Rook Pest shipping error (wrong item delivered) or a confirmed manufacturing defect identified within the return window. In those cases, Rook Pest will provide a prepaid return shipping label.

1.2

Devices After 30 Days

After 30 days from delivery, Device sales are final and non-refundable except for valid warranty claims submitted under Section 3.8 of the Terms and Conditions. Defective Devices within the one-year Warranty Period will be repaired or replaced at Rook Pest’s option not refunded as cash.

1.3

Activated or Installed Devices Non-Refundable

Once a Device has been activated on the Platform (i.e., paired with a Platform account), or physically installed or mounted at a property, it is considered accepted and is no longer eligible for return or refund regardless of how little time has passed since delivery. Activation is logged automatically by the Platform. If you activate a Device and subsequently determine it is not suitable for your needs, the Device may not be returned. If you activate a Device and encounter a technical issue, contact info@rookpest.com for troubleshooting assistance before assuming the Device is defective. Many common setup issues are resolvable through support.

1.4

Post-Activation Defects

Notwithstanding Section 1.3, if Client activates a Device and discovers a hardware defect within forty-eight (48) hours of activation, Client may contact info@rookpest.com to report the defect. Upon Rook Pest’s verification of the defect, Rook Pest will, at its election, either replace the defective unit or issue a full refund for that unit’s purchase price. This grace period applies to hardware defects only and does not apply to installation errors, incompatibility with Client’s network or facility, or dissatisfaction with Device performance. The grace period does not extend the standard one-year Device Warranty.

1.5

Devices Damaged on Arrival

If a Device arrives with visible damage caused during transit, you must photograph the damaged packaging and Device upon receipt and report the issue to info@rookpest.com within 7 calendar days of delivery. Rook Pest will work with the carrier to assess the claim and will, at its discretion, arrange a replacement or refund for confirmed transit damage. Damage reported after 7 days of delivery may not be eligible for a damage claim.

1.6

Wrong Item Delivered

If you receive a Device that differs from what you ordered, contact info@rookpest.com within 14 days of delivery. Rook Pest will arrange a prepaid return of the incorrect item and ship the correct Device at no additional cost, or issue a full refund if the correct item is unavailable.

1.7

Warranty Replacements

Devices confirmed to be defective under the one-year limited warranty described in Section 3.8 of the Terms and Conditions will be repaired or replaced at Rook Pest’s option. Warranty claims do not result in cash refunds. To submit a warranty claim, contact info@rookpest.com with your order number, a description of the defect, and supporting photos or video if available.

Platform Subscriptions

2.1

Monthly Subscriptions No Prorated Refunds

Monthly Platform Subscriptions are billed in advance for the full calendar month. If you cancel a monthly Subscription, your access to the Platform continues through the end of the then-current billing period, and no further charges will be made. Rook Pest does not issue prorated refunds for any unused portion of a monthly billing period that has already been charged.

2.2

Monthly Cancellation Timing

To prevent being charged for the following month, you must cancel at least 24 hours before the monthly renewal date. Cancellations may be made through your account settings under Subscription Management, or by emailing info@rookpest.com. Cancellations received after the renewal date has passed will take effect at the end of the newly started billing period.

2.3

Annual Subscriptions - Fourteen-Day Refund Window

Annual Platform Subscriptions are eligible for a full refund of the annual fee paid if all of the following conditions are satisfied:

A written refund request is submitted to info@rookpest.com within 14 calendar days of the date the annual payment was processed (the”Annual Refund Window”);
The Platform has not been actively used during that period specifically, no Devices have been connected to the account, no alerts have been acknowledged, and no reports have been generated;
The request includes your account email address and order or invoice reference.

Refund requests that do not meet all three conditions above will not be approved under the Annual Refund Window.

2.4

Annual Subscriptions After the Refund Window

After the 14-day Annual Refund Window has passed, annual Subscriptions are non-refundable as a general rule. Rook Pest may, at its sole discretion, consider a prorated refund in the following limited circumstances:

Verified Platform outage: Rook Pest experiences a verified material failure of core Platform functionality (Device monitoring, alert delivery, or report generation) lasting more than 72 consecutive hours during your Subscription period, and Rook Pest is unable to restore service or provide an equivalent service credit within a reasonable time;
Unintended annual renewal: Your annual Subscription renewed automatically and you did not intend for it to renew, provided you contact info@rookpest.com within 7 calendar days of the renewal charge and the Platform was not actively used during the renewed period. Note: Rook Pest sends renewal reminder emails at least 15 days before each annual renewal date to allow Customers to cancel in advance.

Prorated refunds approved under this Section are calculated as: (Number of full, unused calendar monthsremaining in the annual term / 12) multiplied by the annual fee paid. Partial months are not refunded.

2.5

Free Tier

The free tier of the Platform is provided at no charge. No refunds apply to free accounts since no fees are collected.

2.6

Enterprise Plans

Refund terms for enterprise Customers are governed by the applicable Order Form or written agreement executed between the parties. In the absence of a written agreement, enterprise Customers may request a full refund within 30 days of the initial payment provided the Platform has not been actively used, subject to Rook Pest’s review. Contact info@rookpest.com for enterprise billing questions.

Non-Refundable in All Cases

The following charges are non-refundable under all circumstances:

Any Device that has been activated on the Platform or physically installed, regardless of how recently it was purchased;
Any portion of a Platform Subscription period that has already elapsed or been used;
Expedited shipping charges or additional shipping fees;
Payments made more than 30 days prior to a refund request (except as required by applicable law);
Applicable taxes, duties, and government-imposed charges collected at the time of purchase.

Service Credits

At its sole discretion, Rook Pest may offer account credits toward future Device purchases or Subscription fees in lieu of a monetary refund. Service credits:

Have no cash value and cannot be redeemed for cash under any circumstances;
Are non-transferable and may not be applied to a different account;
Expire 12 months after issuance, or upon permanent account closure, whichever is earlier;
May not be combined with promotional or introductory discount codes unless explicitly stated at the time of issuance.

Acceptance of a service credit does not waive any rights you may have under applicable consumer protection law.

Billing Errors

If you believe you have been charged an incorrect amount whether due to a system error, duplicate charge, incorrect tier billing, or any other reason contact info@rookpest.com within 30 days of the charge. Include your account email address, the date and amount of the charge, your order or invoice number, and a brief description of the issue. Rook Pest will investigate and respond within 10 business days. Confirmed billing errors will be corrected promptly by a refund to your original payment method or an account credit, at Rook Pest’s discretion.

Chargebacks and Payment Disputes

If you have a concern about a charge, we strongly encourage you to contact info@rookpest.com before initiating a chargeback with your bank or credit card issuer. The vast majority of billing issues can be resolved quickly and directly. Initiating a chargeback without first contacting Rook Pest may result in immediate suspension of your Platform account pending investigation. If a chargeback is initiated and subsequently found by the card network to be unwarranted, you remain responsible for the original charged amount plus any chargeback processing fees incurred by Rook Pest.

Refund Processing

Approved refunds are issued to the original payment method used at the time of purchase. Refunds typically appear on your statement within 7 to 14 business days following approval, depending on your payment providers processing timelines. Rook Pest cannot accelerate processing timelines imposed by banks or card networks.

How to Request a Refund or Return

To initiate a return or request a refund:

Email info@rookpest.com with the subject line: “Refund / Return Request – [Your Order Number]”;
Include your full name, account email address, order number or invoice reference, the product(s) involved, date of purchase, and a clear description of the reason for your request;
For Device returns: wait for your RMA number before shipping anything. Do not send Devices back without first receiving an RMA returns without an RMA may be refused or delayed at the warehouse.

Rook Pest will acknowledge your request within 2 business days. A final determination on eligibility will be provided within 10 business days of receiving all required information.

Changes to This Policy

Rook Pest may update this Refund Policy at any time. Material changes will be communicated by email with at least 30 days’ notice. Changes do not apply retroactively to purchases or Subscriptions already in effect at the time the revised Policy takes effect.

Contact Us

Refund and Return Inquiries: info@rookpest.com