1. Scope

This Refund and Complaint Policy applies to subscription fees, setup fees, usage fees, overage fees, carrier pass-through fees, third-party fees, support fees, and any other amounts charged for Water Loss Desk unless a signed written agreement says otherwise.

2. Email Is Required for Formal Complaints

All complaints, refund requests, service disputes, billing disputes, cancellation disputes, and formal notices must be submitted by email to office@waterlossdesk.com. Phone calls, text messages, voicemail messages, social media messages, review-site posts, informal conversations, and messages to individual staff members do not constitute formal notice or a refund request.

Your email must include your business name, account contact, phone number, invoice number if available, dates involved, affected call examples, screenshots or messages where available, your test records, and a clear description of the issue.

3. Investigation Required

Refunds are not automatic. Any requested refund or credit is contingent on Water Loss Desk’s investigation. We may review call logs, SMS logs, email logs, configuration history, service-provider status, setup instructions, test records, forwarding rules, alert recipients, customer approvals, customer instructions, and other available information.

You must cooperate with the investigation, provide requested information, perform test calls when requested, and allow reasonable troubleshooting. Failure to cooperate may result in denial of the refund request or closure of the complaint.

4. Maximum Refund

To the fullest extent permitted by law, the maximum refund or service credit is limited to the most recent recurring subscription payment actually received by Water Loss Desk for the affected Service. Refunds do not include prior months, lost revenue, alleged lost jobs, lost profits, property damage, goodwill, consequential damages, punitive damages, setup fees, taxes, payment processing fees, chargeback fees, third-party pass-through fees, carrier fees, overage fees, custom work fees, or fees for unrelated services.

A refund or credit, if granted, is your sole and exclusive remedy for the investigated issue.

5. When a Refund May Be Considered

Water Loss Desk may consider a refund or service credit only if our investigation determines that:

you paid for an active Service period;
you had completed and documented the required testing and approval process;
you promptly reported the issue by email after discovery;
the issue was caused primarily by a material failure of Water Loss Desk-controlled systems; and
the issue affected the Service during the most recent paid period.

6. No Refund Situations

Refunds and credits will generally not be issued for issues caused by or related to:

failure to test before launch or failure to perform weekly test calls;
failure to keep test records;
failure to promptly report an issue by email;
call forwarding mistakes, phone-carrier issues, number-porting issues, mobile-device issues, office-phone settings, spam filters, inbox rules, employee device settings, or customer-controlled systems;
incorrect, outdated, incomplete, or conflicting customer instructions, scripts, hours, service-area rules, escalation rules, or on-call contacts;
missed, delayed, filtered, blocked, duplicated, or misrouted calls, SMS messages, emails, summaries, alerts, or integrations caused by third-party providers;
caller hang-ups, caller refusal to provide details, caller device issues, caller network issues, incorrect caller information, abusive callers, wrong numbers, spam calls, or prank calls;
your team’s failure to respond, dispatch, estimate, sell, complete, or follow up on a job;
lack of leads, lack of revenue, low call volume, low booking rate, poor ad performance, seasonality, weather, market conditions, or dissatisfaction with business results;
storm spikes, freeze events, hurricanes, disasters, power outages, carrier outages, cloud outages, internet issues, SMS filtering, email filtering, AI provider issues, or other events outside Water Loss Desk’s reasonable control;
custom setup, implementation, consulting, support, overage, carrier, payment, pass-through, or third-party charges;
cancellation after a renewal date; or
continued use after you knew or should have known about a problem.

7. Customer Testing Is a Refund Condition

You must test the intake process before launch and at least weekly after launch. You must also test after any change to your phone forwarding, office hours, on-call schedule, alert recipients, scripts, service area, CRM, calendar, email, SMS, phone provider, or other relevant configuration.

If you cannot provide test records showing that the affected workflow was tested and approved, any refund request tied to that workflow may be denied.

8. Cancellations

Cancellation requests must be submitted by email to office@waterlossdesk.com. Unless a written agreement says otherwise, cancellation stops future renewal charges after the cancellation is processed. Cancellation does not automatically refund past charges, setup fees, partial months, usage fees, overages, pass-through fees, or charges already incurred.

9. Chargebacks and Payment Disputes

You must use the email complaint process before initiating a chargeback or payment dispute. If you initiate a chargeback or payment dispute without first following the complaint process, Water Loss Desk may suspend the Service, stop support, disable integrations, recover chargeback fees, and provide the processor with these Terms, this Policy, invoices, usage records, setup records, test records, and communication records.

10. How Refunds Are Issued

Approved refunds or credits may be issued to the original payment method, applied as a service credit, or handled through another method we select. Refund timing may depend on payment processors and banks. Issuing a refund or credit once does not create a waiver, admission, or obligation to issue future refunds or credits.

11. Contact

Email all complaints, refund requests, billing disputes, and cancellation requests to office@waterlossdesk.com.