Refund policy

Return and Refund Policy

1. Overview

This Return and Refund Policy applies to all server rental, bare metal, colocation, and related services provided through RackandRoll.ca, which is owned and operated by Covenant Maravi (Canada) Systems Ltd, a company incorporated in Ontario, Canada (“we,” “us,” or “our”).

By ordering or using our services, you acknowledge that you have read, understood, and agreed to this Return and Refund Policy, as well as our Terms of Service.

2. Nature of Services

Our services are digital, infrastructure-based services.
Once a server or related service has been provisioned, deployed, or made available to the customer, it is considered used and delivered.

As a result, physical returns do not apply, and refunds are limited as described below.

3. Refund Eligibility

Refunds may be issued only under the following circumstances:

  • The server could not be provisioned or activated within the agreed timeframe due solely to our fault, and no reasonable alternative was provided;

  • The service experienced continuous unavailability exceeding 72 consecutive hours due to a technical failure on our side, and we were unable to restore or replace the service within a reasonable time;

  • Duplicate charges or billing errors occurred.

4. Non-Refundable Situations

Refunds will not be granted for:

  • Change of mind or mistaken orders;

  • Customer-side misconfiguration, misuse, or failure to follow technical instructions;

  • Suspension or termination resulting from violation of our Terms of Service or Acceptable Use Policy;

  • Network interruptions, service degradation, or downtime caused by factors beyond our reasonable control, including but not limited to upstream providers, DDoS attacks, force majeure events, or customer-side failures;

  • Long-term commitments once the service has been activated, unless otherwise agreed in writing.

5. Cancellation Policy

  • Month-to-month services may be canceled at any time prior to the next billing cycle; however, no refunds or credits will be issued for partial months or unused time.

  • Long-term contracts (including 3-month, 6-month, or 12-month terms) are non-refundable once activated, unless explicitly stated otherwise in a separate written agreement.

6. Refund Process

If a refund request meets the eligibility criteria:

  • Approved refunds will be processed within 7–10 business days;

  • Refunds will be issued to the original payment method (e.g., PayPal or credit card);

  • We reserve the right to deduct non-refundable fees, including payment processing fees, setup fees, or other non-recurring costs where applicable.

7. Contact Information

If you believe you are eligible for a refund or require assistance, please contact us at:

📧 info@rackandroll.ca

Please include your order ID, payment reference, and a brief description of the issue to help us process your request efficiently.