Refund policy

The following are not grounds for a refund, in whole or in part.

• Changing your mind, or no longer needing the service.
• Not using the service during a paid period, or using fewer monitors than the plan allows.
• Forgetting to cancel before a renewal date, or cancelling right after one.
• A renewal charged after one or more failed payment attempts, because the new period and your access to it had already started.
• Believing the plan was a one-off payment. Every plan is a recurring subscription, as stated on the pricing page, at checkout, in your confirmation email and in your account.
• Buying the wrong plan or billing period.
• Part periods after cancellation or after a move to a lower plan. Access runs to the end of the paid period and is never pro rated.
• A feature that is not described on the pricing page, or that does not work the way you assumed.
• Downtime, errors or slowness of the websites, APIs or servers you monitor, which the service reports but does not cause.
• Delays or failures in alert delivery caused by mobile carriers, email systems, chat tools or other third parties outside our control.
• Anyone else using your account, including where you shared your login.

We refund only where one of the following applies, only where it can be shown in the records described in section 6, and only up to the amount of the affected charge.

• Duplicate charge. You were billed twice for the same period because of a fault in our billing.
• Proved unauthorized charge. Someone used your card without your authority, you report it to us within 14 days of the charge, and the records held by us and by our payment processor support it. We may ask you to confirm that you reported it to your card issuer.
• Total failure of the service. A confirmed fault on our side made the service entirely unusable for a continuous period, you reported it to us at the time, and we were unable to resolve it. Partial degradation and problems with your own systems, devices or network are excluded.

A refund, where granted, is our sole and entire liability for the charge, is limited to the amount you actually paid for the affected period, and is returned to the original payment method only.

Email [email protected] within 14 days of the charge, from the email address of your account, with the date and amount of the charge and the exception from section 3 that you believe applies. Requests sent after 14 days are not considered. We review requests in the order received and reply by email.

Opening a chargeback instead of contacting us first is a breach of our terms of service and leads to closure of the account.

You can cancel at any time from your account settings, without contacting us. Cancelling stops all future renewals immediately, and you keep access until the end of the period you already paid for. Cancelling is not a refund request.

Your subscription renews automatically until you cancel it. When a new period begins, access for that whole period is granted and payment for it is due. If a renewal payment fails, our payment processor retries it over the following days. These retries are for the same unpaid period, not new charges. Cancelling after a new period has started stops the renewals that follow, but it does not cancel the payment for the period already started. To avoid a renewal, cancel before the renewal date shown in your account.

Before any payment is taken, the checkout shows the plan, the price, the billing period and the fact that the subscription renews automatically, and the same information is repeated in your confirmation email and in your account.

For every subscription we keep a record of the purchase date, the plan and price shown at checkout, your acceptance of the terms, the emails sent to you and the activity on your account. Our payment processor keeps its own record of each transaction. We use these records to assess refund requests and to respond to chargebacks.

Questions about this policy go to the administrator of the uptimepilot.com service at [email protected].