This Refund Policy explains how refunds are handled by Rocket Science Productions LLC(“Rocket Science Billing”). It covers two situations: (1) refunds of fees that our provider clients pay to Rocket Science Billing for our services, and (2) refunds of charges that end customers pay to our provider clients through our payment-collection services.
1. Refunds of Rocket Science Billing Service Fees (Providers)
Eligibility
Service fees paid to Rocket Science Billing for billing, invoicing, payment collection, recurring billing, and administrative support are eligible for refund under the following circumstances:
- Service not delivered. If we fail to deliver a service paid for in advance, you are entitled to a full refund of the undelivered portion.
- Duplicate or erroneous charge. Any duplicate or mistaken charge will be refunded in full once verified.
- Cancellation within trial / refund window. Where applicable, fees paid for a defined trial or onboarding window are refundable if cancellation is requested within 30 days of the original charge. See our Cancellation Policy.
Non-Refundable
The following are non-refundable except as required by law:
- Setup or onboarding fees once onboarding has been completed
- Services already delivered or consumed
- Pass-through processing fees charged by third parties (e.g., payment-processor fees)
- Custom configuration or one-time professional-service work that has been performed
How to Request a Refund
- Email support@rocketsciencebilling.com with the subject line “Refund Request.”
- Include your business name, the date and amount of the charge, the last four digits of the payment method (if known), and the reason for the request.
- We will acknowledge your request within 3 business days and resolve it within 15 business days of receipt of all required information.
Approved refunds are returned to the original payment method. Depending on your bank or card issuer, funds typically appear in 5 to 10 business days after we issue the refund.
2. Refunds of End-Customer Charges (Through Provider Payment Collection)
When Rocket Science Billing collects a payment from an end customer on behalf of one of our provider clients, the refund decision rests with the provider, not with Rocket Science Billing. The provider sets the terms of refund eligibility for their goods or services.
If You Are an End Customer Seeking a Refund
- Contact the provider you paid first — their refund policy governs the transaction.
- If you cannot reach the provider, or if you believe a charge was unauthorized, contact us at support@rocketsciencebilling.com and we will help mediate.
- Once a provider authorizes a refund, we process it through our payment processor to the original payment method, typically within 1 to 3 business days of authorization.
Disputed Charges
If a charge appears on your card statement that you believe is unauthorized, you may also dispute it directly with your card issuer. We cooperate fully with bank-initiated chargeback investigations.
3. Processing Times
Refund processing times are not within Rocket Science Productions’ sole control once we initiate the refund through our payment processor. After initiation, the refund is subject to the payment processor’s and the cardholder’s bank or card issuer’s standard processing times, which may take 5 to 10 business days to appear on the statement.
4. Currency
All refunds are issued in the same currency as the original charge, which is United States Dollars (USD) unless otherwise noted on the invoice or receipt.
5. Contact
Questions about this Refund Policy or a specific request:
Rocket Science Productions LLC
251 Little Falls Dr, Wilmington, DE 19808
Email: support@rocketsciencebilling.com
Phone: 503-489-7756
Hours: Monday – Friday, 10am–6pm Pacific Time