Terms of Service

Who These Terms Cover

Website packages are normally sold with a signed Rocket Refresh agreement (a Master Service Agreement, Order Form and Scope of Work). If you have signed one, it governs your project and every later purchase, and these Terms do not change it.

Otherwise these Terms govern your purchase, including a package paid through a payment link and any add-on, Revision Pass, bundle or plan bought in your client portal. We may ask you to sign our agreement before Kickoff.

Prices do not include sales or use tax. Any tax that applies is added at checkout.

Order Form

Order Form means the signed order form for your project. If you buy online without a signed order form, your Order Form is the checkout receipt for that purchase together with the description of what you bought, as shown in the client portal or on the Packages page at the time of purchase. Each purchase is binding once paid, at the price shown at checkout. Cancellations under the Refund Policy are made by emailing matt@rocket-refresh.com from the email address used at checkout (or the notice email in your signed agreement).

Kickoff

Kickoff Confirmation is our written notice that states your Kickoff Date. We send it within 3 business days after your package fee (and any Rush fee) is paid, once Form 2 is complete and any agreement you are signing is signed. Your Kickoff Date is the date you requested in Form 2 if we are available then; otherwise it is no more than 21 calendar days after the later of your payment and your requested date. Work starts at Kickoff on the Kickoff Date.

Content or access still missing on the Kickoff Date starts a Pause Period when we need it for the next step.

Work Start

Work on a package starts at Kickoff. Work on an add-on starts when we begin working on it after receiving the inputs it needs, and we email you when it does.

Form 1 and the City Hold

Form 1 is the initial application form. Submission is free. A Form 1 for a city no one holds holds that city for you until the later of 14 calendar days after you submit it or 7 calendar days after we send your payment link. If the package fee is not paid by then, the hold lapses and we may offer the city to the next applicant on the waitlist, in the order their Form 1 was submitted. A Form 1 for a city already held joins that city's waitlist.

City Exclusivity

Your exclusivity starts the day you pay your package fee. It lasts until the later of 12 months after Launch, or the end of a continuous period, starting no later than 12 months after Launch, in which you keep an active retainer plan. If Launch has not happened within 6 months after payment, the 12 months are counted from the end of those 6 months.

During that time we will not build, sell or license a website to another HVAC business whose claimed city or main business address is in your claimed city, and we will not build pages for any other HVAC client that target your claimed city. We may still build sites from the same Model for HVAC businesses in other cities (without pages targeting your city), sites for businesses outside HVAC, demonstration sites for fictional businesses, and design work that is not for a website, search listing or advertising.

Exclusivity ends early if you cancel, if the project ends before Launch, or if your site stays offline for more than 60 consecutive days for reasons we did not cause. If we breach it, you may end any retainer with a pro rata refund and we will pay you an amount equal to your package fee.

Intake Submission (Form 2)

Form 2 collects your business details, domain, brand assets, requested Kickoff Date and any Rush request. It must be complete before we send the Kickoff Confirmation. A launch date you request is a preference, not a commitment.

Refund Policy

• Before your Kickoff Date: cancel for a full refund of the package, any Rush fee and add-ons bought with the package. If we have not sent your Kickoff Confirmation on time, you may cancel with the same refund at any time before Kickoff.
• On or after your Kickoff Date: package fees are not refundable, except a Rush refund that is due. Add-ons bought with the package that we have not started are refunded. We stop work and, within 10 business days, deliver the work completed so far under the license below, with no duty to finish, publish or host it.
• Add-ons bought on their own (including a Revision Pass and the AI Turbo Bundle): full refund until work on them starts. After that they are not refundable. If we have not delivered an add-on within 60 calendar days after receiving the inputs it needs, you may cancel it for a full refund.
• Plans: see Plans below.
• If we end a project before Launch for any reason, we refund everything you paid for the package, Rush, and anything not yet delivered.
• If we do not cure a material breach within 15 days after your written notice, or have not sent a valid Launch Ready Request within 90 days after Kickoff (not counting Pause Periods), you may end the project and we refund 100% of the package and Rush fees if no first preview was delivered, 50% if a preview was delivered but no Launch Ready Request was sent, plus fees for anything not yet delivered and unused prepaid plan time.
• We issue refunds to the original payment method within 10 business days. Fees are refundable only as these Terms state or as the law requires.

Before disputing a charge with your bank or card issuer, please email matt@rocket-refresh.com and give us 5 business days to resolve it. Your bank or card network dispute rights still apply. If you dispute a charge without notice, or the dispute is decided in our favor, you repay the dispute fees the payment processor charged us.

Rush

Rush is requested in Form 2 and costs 25% of the package fee, rounded up to whole dollars, paid with the package. We confirm or decline it in the Kickoff Confirmation (a declined Rush fee is refunded). With Rush, your project is scheduled ahead of every non-Rush project (Rush projects go in the order they were paid) and we aim to send the Launch Ready Request within 14 calendar days after Kickoff, not counting Pause Periods. If we miss that, we refund the Rush fee within 10 business days.

Pause Periods

A Pause Period is a period during which the project schedule is paused. It applies during client-caused delays (late payment, late or incomplete content, late approvals, delayed access, delayed decisions, changes after approval), while a preview, revision round or Launch Ready Request is with you for review (until you reply or Deemed Approval occurs), while we carry out changes you requested, during third-party vendor or platform delays, and during force majeure events. We email you within 2 business days when a Pause Period starts.

Launch Ready Request and Approvals

We aim to send the Launch Ready Request within 28 calendar days after Kickoff (14 with Rush), not counting Pause Periods. Except for the Rush refund, this is a target, not a promised date. A Launch Ready Request is our written request for approval to publish your site; it is valid only when every page on your page list is built and every in-scope revision you asked for is done.

Approvals are in writing, by email to matt@rocket-refresh.com from your notice email, or through the client portal where it offers an approval option. Approved items are final unless changed by a revision round, Revision Pass or change order. Before Launch you must approve in writing every offer, claim, review, testimonial, license number and legal notice on your site.

Deemed Approval

If you do not reply to a preview, a delivered revision round or the Launch Ready Request within 7 calendar days, it is treated as approved (Deemed Approval). We email you a reminder at least 2 business days before that happens. Any reply from you or your staff stops the clock. Included revision rounds you have not used expire only when the Launch Ready Request is approved or deemed approved; Revision Passes remain available. Deemed Approval never counts as your written approval of offers, claims, reviews, testimonials, license numbers or legal notices.

Preview

A preview is a working version of your site shared for review before launch. The first preview contains every page on your page list, with the content you have provided by then.

Launch

Launch means your site is published on your domain and publicly accessible. After approval we publish on a Monday through Thursday within 5 business days, once DNS access is given. We keep your existing email records unchanged, record the previous settings so the change can be reversed for 7 days, and redirect up to 50 page addresses from your old website.

Defects

You may report Defects for 30 calendar days after Launch, by email to matt@rocket-refresh.com or through the client portal. A report only needs to identify the problem well enough for us to find it. If a site form stops delivering submissions, we restore it within 2 business days of your report; for other Defects we start within 5 business days and correct them within 15 business days, not counting Pause Periods.

A Defect is a reproducible failure of the site to match the written scope at Launch, including a form, button or tracking that does not work. It does not include design preference, the look or wording of approved items, problems caused by your content, your accounts, browser extensions or third-party services you chose, or changes made by others after Launch. Defect fixes are free and do not use revision rounds.

Revision Round

A revision round is 1 consolidated list of revision items from you, plus our delivery of the changes. Additions you send within 1 business day belong to the same round. A revision item is 1 change within the existing Model design, such as a text change, an image swap, a spacing or color adjustment, a button label or link change, or a change to the order of sections; an identical change across several pages is 1 item. New sections, components, page types and redesigns are change orders.

Each round covers up to 30 revision items or 2 hours of our labor on them, whichever comes first (time for the whole round, rounded up to the next 15 minutes). Items over the limit move to your next included round, a Revision Pass or a change order. We keep a revision and time log and share it on request. Included rounds are used before Launch. Please reply within 3 business days; see Deemed Approval for what happens after 7 calendar days.

In-Scope Changes

In-scope changes are revision items: changes within the existing Model design that do not alter its structure.

• Text edits.
• Replacing images or logos.
• Spacing or color adjustments.
• Button labels and links.
• Updating contact details and business hours.
• Reordering sections within a page.

Out-of-Scope Changes

Out-of-scope changes require a written quote and your written approval before work starts, and are paid before the work starts.

• New sections, components or page types, and pages or features not included in your package.
• Structural changes or a redesign of the Model.
• CRMs, automations, call tracking numbers, chat, or booking systems beyond the Model's forms, unless bought as a fixed-price add-on.
• Copywriting beyond your package.
• Requests to replicate another website design.
• An accessibility audit or remediation.

Included Revision Rounds

Each package includes a fixed number of revision rounds for in-scope edits (Starter Refresh: 1, Growth Refresh: 2, Operator System: 3). Additional rounds are available as a Revision Pass ($499 each), usable before or after Launch, which expires 12 months after purchase if unused. See the Packages page for details.

Packages

Package names, pricing and included items are described on the Packages page and in your Order Form and written scope of work. If there is a conflict, your signed agreement controls; without one, your Order Form controls.

Every package includes: a site built from the Rocket Refresh HVAC Model on your domain; mobile-first layout and speed basics; click-to-call buttons and a quote form; Google Analytics installed on your own property, with call button taps and form submissions tracked as conversions (this is not a call tracking phone number, which is a separate add-on); report emails for 90 days; client portal access; an Owner's Manual and a code archive; a Launch Snapshot; up to 2 hours of launch support by email in the 30 days after Launch; and hosting during the build and for 30 days after Launch.

Your content is placed as provided, with spelling, grammar and formatting corrections. Operator System adds minor copy polish on the home page and up to 5 service pages; deeper rewrites are add-ons. Before Kickoff we remove the Model's sample reviews, ratings, testimonials, license numbers, guarantees and legal pages, replacing them only with your content.

Add-ons

Each add-on is a fixed deliverable as described when bought. Unless its description says otherwise, it uses the existing Model design, adds no custom layouts or components, and includes no ongoing management; you pay any subscription fees for tools it sets up, and tool accounts are created in your name where the tool allows. We deliver each add-on within 30 calendar days after receiving the inputs it needs, unless its description states a longer time; time spent waiting for a third party's approval (such as phone carrier registration for text messaging or Google verification of a business profile) does not count. You may report within 5 business days after delivery that it does not match its description, and we correct it within 10 business days. If we still lack your inputs 90 days after purchase despite 2 written requests, we may close the add-on, with a full refund if we had not started work on it.

Plans

Plans are the Website Care, Growth Care and Lead Engine retainers (monthly or annual) and the Analytics Dashboard (monthly). Their inclusions are listed on the Packages page and in the client portal. A small content update means a text, image, price, hours or contact change on existing pages that takes up to 30 minutes. Monthly allowances do not carry over; an allowance we miss is delivered the next month. Retainers can be bought once your site has launched; the Analytics Dashboard can be bought at any time.

Plans renew automatically until cancelled. You can cancel any time from Manage billing in the client portal or by email; the plan stays active until the end of the paid period, with no prorated refund for unused time except where these Terms say otherwise or the law requires. Upgrades take effect at once and are charged pro rata; downgrades and shorter billing periods take effect at renewal. We give at least 30 days' notice of a price change before the renewal it applies to, and an annual price does not change during the paid year. If we end a plan, we give 30 days' notice and refund unused prepaid time.

Reports and Analytics

Report emails run for 90 days from the later of Launch and the day you give our reporting account read access to your Google Analytics property: every 14 days for Growth Refresh, every 30 days for Starter Refresh and Operator System. After that they continue monthly while you have an active retainer. The analytics dashboard in the client portal is included with Operator System (for at least 12 months after Launch), every active retainer, and the Analytics Dashboard plan. Data comes from Google Analytics, can lag behind real time and can be incomplete when visitors decline cookies or block tracking.

Client Responsibilities

Please provide by your Kickoff Date (anything still missing starts a Pause Period when we need it):

• Business name and logo (vector or high-resolution PNG preferred), or a choice to use the Model colors
• Photos of your work, team, or vehicles
• Full list of services you offer and your service area
• Business phone number, email address, physical address and hours
• Your contractor license number where it applies
• Any reviews or testimonials you want included, with permission to use them

Before the first preview, give our reporting account read access to your Google Analytics property. Before Launch, give DNS access or make the DNS changes we request. You keep ownership of your domain, DNS, email, Google Analytics property and Google Business Profile. You are responsible for the accuracy and legality of your content (prices, offers, warranties, financing terms, reviews, testimonials, license numbers) and for your own privacy policy and legal notices unless we agree in writing to provide them. Do not upload files over 50 MB, more than 1 GB in total, or Social Security, payment card, bank account or health information.

Handoff

At Launch, and again when your site moves to your own hosting, we deliver a complete archive of your site's code and the Owner's Manual. The archive builds and runs the site without any Rocket Refresh account, except for the site form connection described under Hosting and accounts you supply (such as analytics). When your hosting account is ready, we transfer the hosting project to it within 5 business days where the host allows, or help you deploy the archive.

Your site is a code-based website and does not include a content management system unless your order says so. Content changes are made in the code as the Owner's Manual describes, or by us under a plan or change order. We do not hand over credentials to our own accounts.

Intellectual Property and Client Content

Your content and brand: You keep ownership of the content, photos and brand assets you provide, and you represent that you have the rights and permissions needed for us to use them. We may refuse to publish, or remove, content we reasonably believe is unlawful, infringing or a security risk, and will tell you promptly.

Your license: When your package fee is paid in full you receive a perpetual, non-exclusive license to use, publish, host and modify your site for your business name and domain, and your employees and contractors may work on it for you. You may move it to a new domain or rename your business by telling us. You may not resell or extract our Models, designs or components. The license transfers to a buyer of your business who accepts the same terms. If a fee is refunded or reversed in a dispute decided against us, the license ends for what that fee paid for.

Rocket Refresh IP: Our Models, Model images, code patterns and reusable components remain ours, and we may use them for other clients subject to City Exclusivity. Model images (some generated with software tools) are licensed for your site only, other clients may use the same images, and we do not promise they are exclusive or protected by copyright. Sourcing new stock images is quoted separately. Third-party software and fonts keep their own licenses.

Portfolio and credit: We may show your site in our portfolio and your site's footer carries a small "Created by Rocket Refresh" link, which you agree to keep unless you buy the Footer Credit Removal add-on. You can opt out of portfolio use any time; we remove it within 30 days.

Ownership

You own your content and your accounts; your site is licensed to you as described above. You can move your site to your own hosting any time after Launch. A retainer plan needs our hosting.

Hosting

We host your site on a third-party cloud hosting platform during the build, for 30 days after Launch, and while you have an active retainer, with an HTTPS certificate, and restore it after an outage within a reasonable time. We do not promise any level of uptime. If your site's usage exceeds what the hosting platform includes, we tell you and may pass the extra cost through at cost after 30 days.

At least 10 days before your 30 free days end, we remind you to buy a retainer or set up your own hosting account; if the reminder is late, the period extends to 10 days after it. If you choose neither, we send you the code archive and may stop hosting after at least 30 days' further notice, keeping a copy for 90 days. When a retainer ends, we keep hosting for 30 more days on the same terms.

Your site's booking and quote forms send submissions to the client portal, including after you move hosting, while you keep portal access. We never withhold submissions. If we end this service we give at least 60 days' notice and connect the forms to an email address or tool you name, at no charge.

Your Customers' Data

For form submissions from your site and other personal data about your customers, we act only on your behalf as your service provider. We do not sell it, share it for advertising, or use it for anyone else. We keep it with service providers that encrypt it in transit and at rest, and each client can see only its own records. We notify you within 72 hours after confirming a security incident affecting it. We keep project files, uploads and form submissions while you have portal access and for 1 year after, email you at least 30 days before deletion, and export your data on request; you may ask for earlier deletion at any time. You are responsible for your own privacy notice and any consent the law requires on your site.

Suspension and Force Majeure

We may suspend work and plans by written notice if an undisputed amount is more than 10 days past due, if you dispute a charge with your bank, or if you do not cure a material breach within 15 days after notice. We suspend hosting only for retainer or hosting fees more than 10 days past due (after at least 10 more days' notice), or for content or code that is unlawful or a security risk. We do not suspend over an amount you are disputing in good faith by email. We resume within 2 business days after the cause is fixed. We may also pause work, after 1 written warning, while we are treated abusively. Neither party is responsible for delays caused by events beyond its reasonable control.

Results, Launch Snapshot and Communication

We do not promise any search ranking, appearance in AI search results, traffic, calls, leads, sales or performance score. Results depend on your market, competition, reviews, prices and operations.

At Launch we provide a Launch Snapshot: performance scores from a public page speed testing tool for your home page and up to 3 other pages, on mobile and desktop, measured once. Scores vary from test to test; the snapshot records a starting point, not a promise of future scores.

We build your site with the accessibility features of the Model but do not promise conformance to any accessibility standard or law. We aim to reply to project emails within 2 business days.

Warranty and Limitation of Liability

We perform our services in a professional and workmanlike manner. If you tell us within 90 days that a service was not, we perform it again or, if we cannot, refund its fee. Except as stated in these Terms, and to the extent the law allows, we disclaim all other warranties, express or implied.

To the extent the law allows, each party's total liability is limited to the greater of all fees you paid in the 12 months before the event or your package fee, and neither party is liable for indirect, incidental, special or consequential damages, including lost profits. This does not limit your duty to pay fees owed, your liability for misusing our Models, the exclusivity payment above, either party's liability for fraud or intentional misconduct, or liability the law does not allow to be limited. This section does not limit your rights under consumer protection law where they cannot be waived.

Governing Law and Disputes

These Terms and any disputes arising from them or the services are governed by the laws of the State of Texas, without regard to conflict of law principles. Before filing suit, please email us describing the dispute and give us 10 business days to resolve it in good faith; this does not replace any notice the law requires. Lawsuits are filed in a Texas state court, including a justice court, in a county where venue is proper, and in Harris County, Texas where the law allows. The prevailing party may recover reasonable attorney fees as far as the law allows. Nothing in these Terms limits your right to post an honest review.

Who We Are and How to Reach Us

These Terms are offered by Rocket Refresh ("we", "us"), the business name of its owner. For questions, notices, or cancellations, email matt@rocket-refresh.com. Notices by email take effect when sent unless they bounce.

Changes to These Terms

The version of these Terms in effect when you make a purchase applies to that purchase, unless you agree to a later version in writing. A signed agreement changes only in writing approved by both parties.