Refund & Return Policy

Your quote or service agreement comes first

Most of our work is covered by a written quote, proposal or service agreement. Where that document sets its own refund, cancellation or warranty terms, those terms apply instead of this page. This policy covers anything the agreement does not address.

Please read this policy together with our Terms & Conditions.

Consultations and coverage assessments

Initial consultations, where we learn about your team, environment and communication challenges, are free, so there is nothing to refund.

Some projects need a paid on-site survey, such as coverage testing for a repeater or large facility. You can cancel or reschedule a paid survey up to 48 hours before the appointment at no cost. Surveys cancelled with less notice, or where our technician cannot access the site at the scheduled time, may be charged the trip fee shown on your quote.

Deposits and project cancellations

Larger deployments, such as fleet radio installs, repeater and site coverage projects, or multi-location rollouts, usually require a deposit before we order equipment and schedule the work.

• If you cancel before any equipment is ordered or programmed, we refund your deposit in full.
• If you cancel after equipment has been ordered but before deployment begins, we refund your deposit less the cost of equipment that cannot be returned to our supplier, plus any supplier restocking charges.
• If you cancel after programming, configuration or installation has started, we bill for work completed and equipment supplied up to the date we receive your notice, and refund any unused balance.
• Once a system has been deployed and handed over, deployment fees are not refundable. Problems with completed work are handled under our workmanship warranty (section 8).

Equipment returns

Standard equipment purchased from us, such as handheld two-way radios, rugged push-to-talk devices, headsets, speaker mics, chargers and batteries, can be returned within 30 days of delivery if it is:

• Unopened, or opened but never programmed, activated, installed or used in the field.
• In its original packaging with all accessories, manuals and cables.
• Accompanied by your invoice or order number.

Radios that have been programmed with your frequencies or talkgroups, devices activated on a cellular push-to-talk plan, special-order and discontinued items, and equipment installed in vehicles or at a site are not returnable unless they are defective. Returned items that arrive damaged or incomplete may be refused or refunded at a reduced amount.

Defective equipment

If a device arrives dead or fails within the first 30 days because of a manufacturing defect, contact us and we will replace it or arrange a repair at no charge.

After that, equipment is covered by its manufacturer's warranty. Contact us rather than the manufacturer: we will diagnose the fault and handle the repair or replacement for you. Warranty periods vary by product and manufacturer and are listed on your quote or invoice.

Manufacturer warranties do not cover damage from drops, crushing, water beyond the device's rated protection, misuse, unauthorized programming or modification, or use with incompatible batteries and chargers.

Cellular push-to-talk service plans

Cellular push-to-talk service is billed per user, per month, in advance.

• You can reduce users or cancel service with 30 days' written notice by email.
• Fees for a billing period that has already started are not refunded.
• If your plan includes a minimum term, device financing or a device discount, the early-termination or remaining device balance shown in your agreement applies.
• Carrier and push-to-talk platform charges we pass through to you can only be refunded to the extent the provider refunds us.

Dispatch software and licenses

Dispatch and team management software is sold as a subscription or as a license. Subscription fees for a period that has already started are not refunded, and you can cancel future periods with 30 days' notice. Licenses that have been activated or assigned to your users cannot be returned.

Deployment and workmanship warranty

We stand behind our deployment work, including radio programming, vehicle radio installation, antenna and repeater installation, and system configuration. If a problem is caused by our workmanship, such as a loose connection, an incorrectly mounted antenna or a programming error, we will correct it at no charge for labor during the workmanship warranty period stated in your agreement.

Workmanship warranty repairs are provided in place of a refund.

Training and onboarding

Training and onboarding sessions can be rescheduled at no cost with at least 48 hours' notice. Sessions cancelled with less notice may be charged as delivered. Sessions that have already taken place are not refundable, but if your team needs a refresher because of a problem with our training, let us know and we will make it right.

Maintenance and support plans

• Maintenance and support plans are billed in advance for each service period.
• You may cancel at any time with 30 days' written notice by email.
• Fees for a service period that has already started are not refunded, because inspections and support for that period are already scheduled.
• If you prepaid for future periods, we refund any full periods that fall after your cancellation takes effect.

Licensing, site and third-party fees

Some two-way radio systems need a radio license, frequency coordination, or space on a tower or rooftop. Government filing fees, frequency coordinator fees, site lease charges and similar third-party fees are paid to those organizations and are not refundable once submitted, even if a project is later cancelled.

Billing errors and duplicate charges

If you were charged the wrong amount or charged twice, let us know and we will correct it. Verified billing errors are refunded in full, regardless of the other terms on this page.

How to request a refund or return

Email [email protected] with:

• Your name and company name
• Your invoice, quote or order number
• The date and amount of the payment
• The devices you want to return, including serial numbers, or the reason for your request

We reply within 5 business days to confirm whether the request qualifies and, for returns, how to send the equipment back. Please do not return equipment without a return authorization from us.

How approved refunds are paid

• Refunds go back to the original payment method wherever possible.
• Returned equipment is inspected before the refund is issued, usually within 5 business days of receipt.
• Most card and bank refunds appear within 5 to 10 business days, depending on your bank or card issuer.
• Payment processing fees may not be recoverable and may be deducted where the law allows.

Disputes and chargebacks

Please contact us before disputing a charge with your bank or card issuer. Most billing questions can be resolved quickly once we know about them. If a chargeback is filed, we may pause scheduled work and suspend service on the account until it is resolved.

Changes to this policy

We may update this policy from time to time. The “Last updated” date at the top of the page shows when it last changed. Changes apply to purchases and agreements made after the new version is posted.

Contact us

Questions about refunds, returns, cancellations or warranty claims can be sent to:

Company

RockRelay Systems

Email

[email protected]

Phone

(555) 123-4567

Website

rockrelaycoms.com