Refunds & billing
This policy is part of the Terms of Service. It covers how RT Express bills RT Track, the 30-day satisfaction refund, and how cancellation and equipment return work. Hardware title and lost-unit charges are in the Hardware & SIM Terms.
1. What you pay for
Unless a signed order says otherwise, the monthly fee is a bundled subscription per tracked unit: use of our tracker and SIM, cellular data for the reporting rate on your plan, and the RT Track software (portal, ingest, alerts, history). There is no per-seat charge for users you invite.
Quotes are in U.S. dollars. Sales, use, or similar taxes are extra if they apply. Shipping of equipment to you, and return shipping at the end of service, may be billed or quoted separately.
Reporting cadence (how often a moving or parked unit checks in) follows the rate plan we assign. Changing cadence may change the fee; we will not silently raise a price mid-cycle without notice.
2. How we bill
Most fleets are billed by invoice, due NET-30 from the invoice date unless your order says otherwise. We may also offer card or ACH auto-pay. By giving us a card you authorize recurring charges for amounts due until you cancel.
We usually bill monthly in advance for units on the account at the start of the period, and true-up for units added mid-cycle (often a prorated amount on the next invoice). Your order can set a different cadence (for example quarterly).
Invoices go to the accounting email on the account, with a copy to the tenant admin if those differ. Tell us if the address is wrong — an invoice sent to the address we have on file is delivered for these purposes.
3. 30-day satisfaction refund
If RT Track is not right for you, you may cancel for a refund of subscription fees you actually paid for the first 30 days, if all of the following are true:
- you email dan@rtohio.com within 30 days of the later of (a) the tenant-admin completing onboarding, or (b) delivery of the first tracker to you;
- you stop using the service; and
- you return all Equipment (trackers, SIMs, harnesses, antennas, and accessories we supplied) within 15 days of that email, in good working order, to the address we give you.
Unopened, unused Equipment returned complete is not charged a restocking fee. If Equipment was opened, installed, or used, we may deduct a restocking / refurbishment fee (SIM deactivation, inspection, replacement of missing parts). Damage beyond normal install wear, missing units, or units not returned are charged at the then-current replacement amount we quote.
The 30-day refund does not cover: third-party charges you incurred (your own installer, wiring, downtime); taxes we cannot recover; or periods after day 30. It is a refund of our subscription fees, not a penalty-free lease-break after you have kept the hardware in service.
One satisfaction window per Customer, not per extra unit you add later. Units added after day 30 follow ordinary cancellation (section 5).
4. After the first 30 days
The service is month-to-month unless your order sets a term. Subscription fees are not refunded for the then-current billing period once it has started. You may cancel at any time, effective at the end of that period. We do not prorate unused days after the satisfaction window, except if we discontinue RT Track or we materially breach and do not cure.
If we agreed to a longer prepaid term, unused prepaid months after a convenience cancellation are not refunded unless your order says so.
5. How to cancel
Email dan@rtohio.com from a tenant-admin address. Tell us the company name and when you want service to stop (no earlier than the end of the current period, except during the 30-day window). We will confirm, schedule equipment return, and close the tenant when Equipment is accounted for (or billed if it is not).
Closing the portal login without returning hardware is not a complete cancellation — the Hardware Terms still apply.
6. Late payment and suspension
If an invoice is more than 10 days past due we may email a reminder. If it is more than 30 days past due we may suspend portal access and/or cellular/service for the affected units after notice to the tenant admin. Suspended time is still billable. We may charge a reasonable reconnection fee if SIMs or devices must be re-provisioned.
We may terminate for non-payment after suspension. Equipment must still be returned; unpaid invoices and replacement charges remain due.
7. Adding and removing units
Adding a unit mid-cycle is usually prorated on the next invoice. Removing a unit mid-cycle does not create a cash refund; it stops charges for that unit in the next period, and you must return that unit’s Equipment. Swapping a failed unit under RMA does not change the fee.
8. Disputes
Dispute a charge in writing within 30 days of the invoice date, with enough detail to investigate. You still must pay undisputed amounts on time. We will credit amounts we agree were wrong on a future invoice or by refund to the original payment method.
9. Card payments (when offered)
If you pay by card, your card network’s rules also apply. Chargebacks made in error may result in suspension until resolved. We do not store full card numbers on the RT Track server; if we use a payment processor they are listed on the subprocessor list when that path is live.