How payments, agreements, and fees work at Rodeo

This section will tell you all you need to know about how our payment systems work, how we process your payments and any fees you may incur if a problem with payment arises. Also, we are here to make Rodeo affordable and easy… one of the ways you can help make that happen is to call and talk to our finance team when you have questions or a problem arises. They can be reached at 509-769-3030 opt 2.

Subscriber Agreements

When you are a new customer to Rodeo, we have you sign a 1 year service agreement. This locks your price in for a year. On the subscriber agreement are the terms and conditions of all our services, our service guarantees, and what you will pay for anything you get from Rodeo. We also outline our warranties, support services, and alot more. It’s an electronic agreement that you sign. When it gets sent to you it comes in your email and it’s a simple click and “submit” button to make it signed and comes back to us. You can also print it as it is also delivered with a PDF copy.

Rodeo reserves the right to adjust pricing not covered under subscriber agreement at any time for any reason. However, if your pricing is defined in your subscriber agreement for whatever product or service Rodeo is providing, the price is locked in and won’t be changed for as long as the subscriber agreement is in effect. You have price guarantee protection in that agreement. You can also renew a subscriber agreement annually. Prices may or may not change at renewal time at Rodeo’s discretion. At Rodeo we are sensitive to the market place and try to keep your costs affordable and the service superior.

Payments

For RESIDENTIAL customers, the payment method is either credit or debit cards. We also have an option for ACH payments as well, but you have to speak with finance before we set up the subscriber agreement to make ACH happen. There is a special form for ACH transactions that we have to keep on file. Payments are due on the 1st of each month.

For BUSINESS customers, payments can be by check, credit card, ACH, or several types of electronic payments. Payments are due by the 15th of the month.

How we process payments

Each month, right around the 1st of the month, an electronic invoice is sent automatically to the email address we have on file for you. If you are not seeing these, let finance know… they may also be in your SPAM or junk mail folder in your email clients. This invoice is mostly used for documentation purposes and you shouldn’t pay these again when you see them. We already have the payment processing. About the same time the invoices are sent, then the payments are processed electronically and automatically. By doing automatic payment processing like this, it helps us keep the cost of Rodeo down.

If there is a problem with the credit or debit card on file, the system will automatically try to run the payment for the next 3 days, once each day. After that, someone from our finance team will call and try to communicate about the payment issues by calling the phone number we have on file. If they can’t reach you, then we suspend service until we hear from you. For more information on this process, see your subscriber agreement.

Fees that can be assessed

Sometimes when payments cannot be processed, for any reason, Rodeo gets charged fees by banks or financial institutions. We charge those back to the subscriber along with any handling costs we have. Sometimes the fees are related to services that have to be suspended or equipment that is not returned to us. Those fees (and this is a partial list) can be:

• Declined Payment Fee
• Service Suspension Fees
• Damaged or unreturned equipment fees
• Service reactivation fees
• On-Site support request fees (you ask us to come out and fix something we are not responsible for)

For a complete list, see your subscriber agreement.

And don’t worry if your credit card expires… and the payments don’t clear. We understand that. Just be sure to speak with finance as soon as you can, and there will usually not be any fees associated with that type of failed transactions. Also, we understand your card getting compromised and having to shut it off. Just let us know and we try to work with anyone who has those types of issues. Our goal is to be easy, simple, and transparent. And you can always call our finance department to discuss.

However, if after trying to reach you about a failed payment, and you don’t respond to our efforts to work with have to suspend service. This is when a reconnect fee may apply. The best thing to do is to contact finance and discuss with them any issues you may be having.

Termination of service

You can terminate service for any time for any reason. If your subscriber agreement is still in effect, you will be charged an early termination fee. If you have completed your one year subscriber agreement, then the service is “month-to-month” and you only need give 30 days notice to terminate services. If you don’t give us 30 days notice, there may be a termination fee applied to the final balances.

In all cases, rented or leased equipment must be returned at the end of use in good working order and in a complete set as delivered to you. Failure to return all equipment means that Rodeo will have to charge you the full replacement cost for any equipment not returned. When your system was installed you signed a “delivery ticket” that indicated the part number and serial number of all the equipment we installed at that time. This is the document we go by when checking in the equipment you return or is missing.

If you have more questions about termination of services please see your subscriber agreement.

Refunds Overview

Rodeo is dedicated to customer satisfaction. We attempt to provide you with fair and equitable refunds when services have issues. This effort is because we value you as a customer/subscriber.

To be eligible for a refund, you must make the request within 15 days of the billing cycle end (the last day of the previous month). Requests later than that will not be entertained.

To be a valid request for refund the following must be provided by the user/subscriber:

• You must contact Rodeo Finance at 509-769-3030 or finance@rodeointernet.com, or through a trouble ticket in the Customer Portal
• You must state the reason for the refund request
• You must provide time and date of outage or unavailable service
• You must provide your name, address, phone number, and email address. We will need a way to reach you
• Only the registered subscriber will be able to request refunds.

Why is my refund denied?

There may be several reasons why your refund request is denied. Here they are:

• You are not the account holder for your subscription
• You did not request the refund in the allotted window (we can’t consider a refund if the outage occurred in 2014)
• The circumstance for the outage, or service disruption or degradation is in the list below (it’s also in your subscriber agreement, but who reads those?)
• Your account is in arrears (tut-tut-tut, six months without paying the internet bill and yet having enough for all that sports book!)
• The service disruption or outage is not a direct responsibility of Rodeo (the entire internet back bones went down for 3 hours – or Microsoft updated again)
• Your equipment (whether a rental or purchased) was damaged by you or an outside force or action and rendered it broken, defective, or unusable
• The reason for the outage is something that the user did (unplugged the equipment, accidentally cut a cable while painting the house, my dog ate it etc)
• In the case of a wireless customer, foliage, weather, or other forces have rendered your connection unusable (trim that tree !)

Below is a partial list of reasons which Rodeo may not be responsible for regarding an outage or reason to reject the refund request :

• Failure to meet contract terms
• Returned equipment broken, damaged, or inoperative
• Foliage has grown up between wireless CPE (Customer Premise Equipment), and a Rodeo distribution node
• Customer inflicted damage to any component of the Rodeo system or equipment
• Force Majeur (Acts of God)
• Other items as listed on the subscriber agreement (EULA)

Once your return (if you are returning equipment) is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you have not returned all equipment, the new replacement cost of that equipment will applied to your balance owed. Then any other aspect of the refund is considered.

If you are approved, then your refund will be processed, Rodeo at it’s discretion, may apply the refund in one of several methods:

• Credit your account
• Pro-rate your next month’s invoice
• Apply a cash refund to your payment method
• Issue a refund check

Questions about refunds

If you have a question about refunds, contact our Finance department at:

• Rodeo Internet LLC
• 128 Main Street Lewiston Idaho 83501
• +1-509-769-3030 x 2
• finance@rodeointernet.com
• Or Open a Ticket in the Customer Portal