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Refund & Cancellation Policy

Clear, straightforward policies for cancellations and refunds. No hidden terms or complicated processes.

Policy Summary

No Contracts

Cancel anytime with no early termination fees

30-Day Hardware Returns

Full refund on unopened hardware within 30 days

Service Cancellation

Failover Plans

  • Cancel anytime with no early termination fees or penalties
  • Services remain active until the end of your current billing cycle
  • No refunds for partial months already billed
  • Cancel via customer portal or by contacting support

How to Cancel Services

  1. Log into your customer portal (when available)
  2. Or email support@failover5.com with your cancellation request
  3. Or call 800-732-0846 during business hours
  4. Provide your account information and reason for cancellation (optional)

Hardware Returns & Refunds

30-Day Return Policy

Eligible for Full Refund

  • • Unopened, original packaging
  • • All accessories included
  • • Within 30 days of purchase
  • • Original receipt or order number

Not Eligible for Return

  • • Opened or used hardware
  • • Missing accessories or packaging
  • • Physical damage or modifications
  • • Beyond 30-day return window

Return Process

  1. Contact support@failover5.com to initiate return
  2. Receive return authorization (RA) number and shipping label
  3. Package hardware in original packaging with all accessories
  4. Ship using provided prepaid return label
  5. Refund processed within 5-7 business days after receipt

Refund Processing

Credit Card

3-5 business days

ACH/Bank Transfer

5-7 business days

Processing Time

Within 24 hours of approval

Important Notes

  • • Refunds are processed to the original payment method
  • • Shipping costs are non-refundable (except for defective items)
  • • Partial refunds may apply for opened or damaged items
  • • Service credits are non-transferable and non-refundable

Special Circumstances

Defective Hardware

If hardware arrives defective or fails within the warranty period, we will provide:

  • Full refund or replacement (your choice)
  • Prepaid return shipping label
  • Expedited processing (1-2 business days)

Service Issues

If you experience service issues that we cannot resolve:

  • Prorated refund for affected service period
  • Service credits for future billing cycles
  • Alternative solution recommendations

Need Help?

Contact Support

Email: support@failover5.com

Phone: 800-732-0846

Hours: Monday-Friday, 9 AM - 6 PM MST

What to Include

  • • Order number or account information
  • • Reason for cancellation/return
  • • Photos (for hardware issues)
  • • Preferred resolution

We're committed to making cancellations and returns as simple as possible. Our goal is to resolve any issues quickly and fairly.

Last updated: January 2025

This policy may be updated from time to time. Current customers will be notified of any material changes.