Refunds and cancellation

Recurring services

Monthly and annual plans may be cancelled with effect from the end of the current paid period. Tell us before the renewal date and you will not be charged again. We do not pro-rate an unused part of a period you chose to end early, and we do not lock you into a minimum term on catalog tiers.

When we cannot deliver

If we cannot provision what you bought and cannot offer an alternative you accept, we refund the unused prepaid period in full. If a service is materially degraded for an extended period through our fault, we will propose a remedy directly; see Service levels for why we do that rather than operating a credit formula.

Engineering engagements

Advisory blocks, migrations, and other scoped work are quoted against a written statement of scope. Work already performed is not refundable. If we conclude during scoping that we are not the right supplier, we say so before taking payment.

Account credit

Account credit is applied by us at our discretion as goodwill or as part of a remedy. It reduces the amount charged on an invoice and is shown on that invoice. It is not a cash balance, it is not transferable, and it is not redeemable for money.

Chargebacks

Contact us before raising a chargeback. Billing mistakes happen and we would rather fix one directly than argue about it through a card network. A chargeback raised without contacting us may result in immediate suspension of the affected service.