Refund Policy
Plain rules, applied the same way to everyone. Paddle.com, our merchant of record, processes refunds; this policy is incorporated in the [Terms](terms.html).
Subscriptions (Indie, BYOC control plane)#
- First payment: full refund if requested within 14 days of purchase, regardless of use.
- Renewals: refundable if requested within 7 days of the renewal date and the plan was not used in that period (no sessions, no nodes joined).
- Cancelling stops future renewals; the current period stays active to its end.
Usage charges (node-hours, add-ons)#
Non-refundable in principle: the capacity was reserved and run on your instruction. Exceptions, credited to the next invoice or refunded on request:
- Downtime covered by the SLA.
- Nodes that never reached running (never billed in the first place).
- Metering or pricing errors on our side.
- Usage caused by a credential leak that you reported to us within 24 hours of noticing and that occurred after our systems issued a key-rotation recommendation — handled case by case, in good faith.
Consumers#
If you buy as a consumer in the EU/UK you have a statutory 14-day right of withdrawal; by starting to use the service you agree that it begins immediately, and refunds for the used part may be reduced accordingly.
How to request#
E-mail [email protected] with the invoice number (the invoice list is under Billing in the console). We answer within 3 business days; approved refunds reach the card in 5–10 business days depending on the bank.
Chargebacks#
Please contact us before disputing a charge. A chargeback filed without contact may suspend the account until resolved.