Knowledgebase: Service Policies
Billing Policy
Posted by Jeff H., Last modified by Jeff H. on 20 March 2015 09:51 AM

Billing Policy

Effective Date: March 20, 2015

By requesting the services of rackAID® LLC, you agree to abide by the billing policies outlined below. If you have questions about these policies, please contact billing (at)

Payment Methods

We currently accept Visa, MasterCard, American Express, Discover/Novus and derivatives of those brands.  We also accept PayPal funds. We do not accept paper checks, money orders, cash, wire transfers or other forms of payment.  


rackAID® LLC uses an electronic invoicing system powered by Freshbooks. You will receive notificaton of your invoice by email.   The email should contain a PDF copy of your invoice and a link to pay online. 

rackAID® LLC assumes you have received the invoice unless you indicate otherwise.

You should notify rackAID® LLC immediately if you fail to receive an invoice and have been informed that services are complete. Our billing systems use email tracking to confirm that an invoice has been delivered. We are notified upon successful delivery and viewing of the invoice.

Payment Terms


Invoices are due in full upon receipt.

Prepayment/Retainer Fees

rackAID® LLC reserves the right to request pre-payment or retainer fees for any services.

Recurring Services

rackAID® LLC offers a number of recurring services that are automatically billed each month. These include items such as server backup, monthly system administration, server monitoring, server rental and other agreements.

Clients who enroll in recurring services will be automatically charged upon the renewal date of their account. Account renewals periods will be established at the time of subscription and may be monthly, quarterly or annually. The charge will appear on your credit card statement and identified as rackAID® LLC. Generally, but not always, recurring services are billed on the 1st and 15th of each month.  We do not issue refunds for partial months or early cancellations.

To cancel service, you must contact rackAID® LLC five (5) business days in advance of your next billing date. You will need to provide the name of the service to cancel, the name of the credit card holder, and the last four digits of the card we have on file. We will not cancel services if you do not have this information. Refunds will not be granted if you do not notify rackAID® LLC within five (5) business days of your billing date.

It is yoIt is your responsibility to keep an accurate and valid credit card on file with us. We have no liability to you or any third party should your access to the Services be disrupted by your failure to provide us with a valid credit card, or should the charges on your credit card be declined. You may be charged an additional $1.00 each time your credit card is declined, and a $150 Fee should you request to have the Service reinstated following a declination.

Fixed-Priced Services

rackAID® LLC provides fixed prices for a variety of services. These prices will be honored provided that the client, knowingly or unknowingly, does not misrepresent or omit details about the server, software or other issues relating to the service to be performed. If rackAID® LLC discovers that a server is not as described, we reserve the right to not honor the fixed fee and provide alternative pricing arrangement. Please fully describe all server modifications, updates, errors or other information that may impact our ability to complete the requested services. Common issues included non-standard third party software on your system, upgrading components independently of the vendor's authorized updates, server security hardening, interface customization and other updates/modifications that alter a base system. Please advise rackAID® LLC to these changes prior to ordering service. In many occasions such modifications will not impact our fixed-price services, but you should notify us in advance to make sure that your server meets our fixed-price service guidelines.

Hourly Support

Many of our services are performed based on the stated hourly rate. Support will be billed in quarter hour (15 minute) increments at the prevailing rate for the specified level of support. Unless otherwise noted, all custom support requests have a one (1) hour minimum fee regardless of actual time worked. For most tasks, we will provide an estimate and ask that you pre-authorize a specific amount of time at the stated rate. Once service has started all communications via online chat, telephone, and email may be considered hourly support and will be billed accordingly.


rackAID® LLC will provide you with an estimate by email.

If for some reason, we suspect that costs may exceed the initial estimate by the lesser of one half hour service fee or 10% of the initial estimate, then we will notify you as soon as possible to discuss the pricing. Typically, we can identify whether or not our initial estimate is correct within a few minutes of working on your system.

In our experience, our estimates are within 10% of stated amounts more than 94% of the time. Exceptions have included primarily instances where secondary problems were discovered or the initial problem was not properly represented.

Refund Policy

rackAID® LLC reserves the right to refuse refunds for any reason. Generally, refunds are granted only for billing errors. SSL certificate purchases, software license purchases, and any fees associated with setting up a service are non-refundable.

Billing Errors

If you discover an error on your invoice, please notify rackAID® LLC as soon as possible. For billing errors, please submit your refund request to rackAID® LLC within 60 days from the date of the invoice. Please allow 3-10 days to process your refund request.

Other Reasons

Refunds for reasons other than billing errors typically are not granted unless there are clear omissions on the part of our service technicians. If you feel an error or problem with your server is due to errors made by rackAID® LLC, please notify us immediately. We will review your system to determine what actions may have caused the error. Note that updating and upgrading software may introduce new errors caused by older scripts, software or other systems not directly modified by rackAID® LLC. The latter is not the fault of rackAID® LLC but the applications vendor and is not the basis for a refund. Example errors include installation of a version of a program other than requested, failure to install a requested program component, and other clear omissions on the part of the technician.

To request a refund due to errors or omissions, please do so within fifteen days (15) of your invoice date. Refunds requested after 15 days will not be granted. Many companies have an issue with clients requesting refunds directly from their credit card companies. Before requesting such a refund, please contact rackAID® LLC about your issue. We will make every effort to resolve the issue in a fair matter.

Credit History

rackAID® LLC may request a credit history for you and/or your company. Such information will only be used by rackAID® LLC and not disclosed to third parties unless require by law. Poor credit history may result in cancellation of services or strict payment terms.

Late Fees

Failure to pay outstanding invoices will result in late payment penalties, collection action and/or suspension of services. 

A late fee of the greater of $25 or 5% of the outstanding balance will be applied on the 7th day after the invoice date. 

Late fees will then accrue at 30 day intervals from the initial invoice date until the account is paid in full. 

Invoices more than 60 days past due may be turned over to a collection agency.

If we cancel your account due to non-payment, all services will be stopped. All primary and backup data will be removed from our systems. rackAID is not responsible for lost data, functionality or any other damages that may result from your failure to remit payment. Cancellation notices will be posted to your help desk account. Failure to acknowledge these notices does not release you from your financial obligations or require rackAID to assume any liability.

Collection Action

If your account becomes 60 days past due, rackAID® LLC may begin collection procedures. rackAID® LLC uses a third party collection agency. To avoid collection, please pay your invoices in a timely manner. If your account goes to collection, you will be responsible for all collection fees, which will be added to your outstanding balance. If your account is not settled after the third collection attempt, we will notify our collection agency to file a non-payment report with the major credit agencies.

Policy Changes

rackAID® LLC reserves the right to change this billing policy at any time. Please review this policy from time to time to note changes.  Changes will be posted to this document.


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