// refund policy
When you pay, when you get a re-fix, and how refund requests are handled for services, software plans and donations.
This policy is part of our Terms of Service and applies to every service we provide and every app, plan, licence or other piece of software we offer now or in future. It explains when you pay, when you get a re-fix and when a refund can be considered. Where the law gives you more than this policy, the law wins.
We do not take advance payment for services. We give a free diagnosis and a written quote first, we do the work, you check that the agreed result works, and only then do you pay. If we cannot complete a job, you owe nothing, and because nothing was paid there is nothing to refund. This applies to repair, recovery, customisation, automation and setup work alike. The one exception is custom development, which may start with a deposit as described in section 7. Software plans, licences and donations are different, because they give access the moment you buy them, so they are paid at purchase and the rules below apply to them.
If the same problem we fixed returns within 30 days of completion and it was not caused by anything listed in section 4, we will fix it again at no charge. A different fault, a new lock, another device or a new request is a new job and is quoted separately.
A refund is never guaranteed. You may ask for a refund within one day of payment, and Droid Rooter alone decides whether to grant it, in whole, in part or not at all. A request made after one day will not be considered, except where the law gives you a right that we cannot exclude. We decide each request on its own facts, and we will tell you our decision and the reason in writing.
This applies even where a result is not what you hoped for or something does not work on your device or with your apps. Our free features, free trials and free tests exist so that you can check compatibility on your own setup before you pay, so a paid plan or licence is not refundable because it turned out to be incompatible, and the same is true of any service result that you verified before paying.
If we approve a refund, we send it within seven days of approval to the same method you paid with, and the time it takes to appear depends on your provider. We never pass processor fees on to you and we take no fee for refunding, although we cannot refund charges that your own bank or wallet made. For cryptocurrency we refund the same amount in the same asset, less network fees that we cannot recover.
We will not re-fix or refund where the problem comes from changes made after service, such as flashing another system, installing conflicting modules, resetting the device or accepting an update that we advised against, from third-party software or server changes after the work was verified, including new Android releases and changes in how a bank, game or streaming app detects a modified device, or from hardware faults, water damage, a failing battery or failing storage that were unrelated to our work. The same applies to data that was already overwritten or wiped, to information you gave us that was inaccurate, to a change of mind after a verified and working result, and to any case where we stopped work or revoked access because of unlawful or deceptive use, a breach of our acceptable-use rules, a false statement about ownership, sharing or reselling of an account, key or build, or going beyond a device allowance. If an ownership check fails, we decline the job before any work, and since nothing was paid, nothing is owed on either side.
Because access starts at once, a paid plan or licence is not refundable after purchase, apart from a refund that we choose to approve under section 3 within one day of payment, or a refund that the law requires. If we discontinue a paid feature during a period you paid for, we refund the unused part of that period. You may stop renewing at any time, and access then continues until the end of the period you paid for. If you move to a larger plan during a period, we credit the unused part of your old plan against the new one. Lost access after a reinstall or a new phone is restored to your account's email at no cost and is not a reason for a refund. If we revoke a device, session or account for breaking our Terms, the remaining period is not refunded.
Payments made through our support pages are voluntary donations that fund development and may unlock extra features for the email you enter. They are generally not refundable. If you were charged by mistake, charged twice, did not authorise the payment, or the unlock did not work and we could not fix it, contact us within three days of the payment with the email you used, and we will look into it and refund where it is right to do so. If an unlock does not appear within a few minutes, use the restore option in the app or message us and we will fix it. Where a payment was processed by a merchant of record, its own refund terms also apply, and we will ask it to refund on your behalf if we approve.
Custom development is the only work for which we may ask for a deposit before we start, and the written quote states the amount and when the balance is due, either when the whole project is delivered or as each agreed part is delivered and you have been able to check it. The deposit counts toward the final price. If you cancel before work starts, we return the deposit. If you cancel after work has started, the deposit covers the work already done and we return any unused part at our discretion. If we cannot deliver the agreed scope, we refund the deposit in full. If delivered work does not meet the written scope, we fix it at no extra charge within a reasonable time. Delivered and accepted work is not refundable, and third-party costs such as store fees or paid interfaces that you asked us to buy are refunded only as far as the provider refunds them. The one-day rule in section 3 does not apply to a development deposit, which follows this section instead.
Message us on WhatsApp or Telegram, or write to contact@droidrooter.com, and tell us which job or plan, the date and what went wrong. We reply within one business day. Please contact us before you open a chargeback, so that we can resolve a real problem quickly. We may give your payment provider the quote, chat records, session notes and proof of delivery, and we may decline further service if a chargeback is opened in bad faith for work that was delivered.
Nothing in this policy limits a right you have by law that cannot be waived. If you are a consumer in a country that gives a right to cancel distance contracts, such as the EU or the UK, then where you ask us to start at once and the service is fully performed within the cancellation period, you lose that right, and if you cancel before it is fully performed, you pay in proportion to what we have already done. For digital content or a licence that we begin to supply at your request, you agree that the right to cancel ends once access has started. This does not affect any legal remedy you have for a faulty service or product.
Message us on WhatsApp or Telegram and we will look at it with you before anything else.