Refund Policy

Our Commitment to Customer Satisfaction

We want you to be completely satisfied with OpsKitty. This Refund Policy explains when and how you can request a refund for our monitoring services.

Free Trial Period

We offer a free trial period for new customers to evaluate our services:

• Duration: 14-day free trial for all paid plans
• Full Access: Complete access to all features during the trial
• No Commitment: Cancel anytime during the trial with no charges
• Automatic Billing: Trial converts to paid subscription unless cancelled

Trial Cancellation

To cancel during your free trial:

• Visit your account settings and select "Cancel Subscription"
• Contact our support team at [email protected]
• Cancellation takes effect immediately
• Your monitoring data will be retained for 30 days

Refund Eligibility

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for new paid subscriptions:

• Eligibility Period: Within 30 days of your first paid subscription
• Full Refund: 100% refund of the subscription fee
• New Customers Only: Applies to first-time paid subscribers
• Service Usage: Available regardless of service usage during the period

Refund Conditions

Refunds are available under these conditions:

• Request made within 30 days of initial payment
• Account is in good standing (no Terms of Service violations)
• Request is for a recurring subscription (not one-time purchases)
• No previous refunds have been processed for the account

Non-Refundable Items

The following are not eligible for refunds:

Subsequent Billing Periods

• Subscription renewals after the initial 30-day period
• Additional months/years beyond the first billing cycle
• Partial month refunds for mid-cycle cancellations

Service Violations

• Accounts terminated for Terms of Service violations
• Misuse of monitoring services or abuse of our systems
• Unauthorized or fraudulent account usage

Third-Party Services

• Add-on services from third-party providers
• Integration fees or setup costs
• Custom development or consulting services

Refund Process

How to Request a Refund

To request a refund, please:

1. Contact Support: Email [email protected] with your refund request
2. Provide Information: Include your account email, subscription details, and reason for refund
3. Verification: We may ask for additional information to verify your account
4. Processing: Approved refunds are processed within 5-7 business days

Required Information

Please include the following in your refund request:

• Account email address
• Subscription plan and billing date
• Reason for the refund request
• Any specific issues encountered with the service

Refund Timeline

• Request Review: 1-2 business days
• Approval Decision: 2-3 business days
• Payment Processing: 3-7 business days depending on payment method
• Bank Processing: Additional 1-3 business days for credit/debit cards

Subscription Cancellation

Immediate Cancellation

You can cancel your subscription at any time:

• Access: Service continues until the end of your current billing period
• No Future Charges: Your subscription will not renew
• Data Retention: Monitoring data is retained for 30 days after cancellation
• Reactivation: You can reactivate anytime during the retention period

Cancellation Methods

• Self-Service: Cancel through your account dashboard
• Email Support: Request cancellation via [email protected]
• Live Chat: Cancel through our customer support chat

Payment Method Refunds

Credit/Debit Cards

• Refunds are processed to the original payment method
• Processing time: 3-7 business days
• May take additional time to appear on your statement

PayPal

• Refunds appear in your PayPal account within 1-2 business days
• Bank transfer from PayPal may take additional time

Bank Transfers

• Wire transfer refunds may take 5-10 business days
• International transfers may incur fees
• Processing times vary by bank and country

Special Circumstances

Technical Issues

If you experience significant technical issues:

• Contact our support team immediately
• We will work to resolve issues before considering refunds
• Service credits may be offered for extended outages
• Refunds may be considered for unresolvable technical problems

Service Downtime

• Planned maintenance is excluded from refund considerations
• Extended unplanned outages may qualify for service credits
• SLA violations on enterprise plans may include automatic credits

Account Misuse

Accounts terminated for policy violations are not eligible for refunds, including:

• Monitoring unauthorized systems
• Exceeding reasonable usage limits
• Violating our Terms of Service
• Fraudulent or abusive behavior

Dispute Resolution

Chargebacks

Before initiating a chargeback with your bank:

• Contact our support team to resolve the issue
• Chargebacks may result in account suspension
• We prefer to resolve disputes directly with customers
• Legitimate disputes will be handled promptly and fairly

Dispute Process

1. Contact Support: Reach out to our support team first
2. Escalation: Unresolved issues can be escalated to management
3. Review Period: Allow 5-7 business days for thorough review
4. Resolution: We will provide a clear explanation of our decision

Enterprise and Custom Plans

Enterprise Refunds

Enterprise customers have different refund terms:

• Refund terms are specified in the enterprise agreement
• Custom refund policies may apply
• Contact your account manager for specific terms

Annual Subscriptions

• 30-day money-back guarantee applies to the full annual payment
• After 30 days, refunds are prorated for unused months
• Minimum commitment periods may apply to discounted annual plans

Contact Information

For refund requests or questions about this policy:

• Email: [email protected]
• Subject Line: "Refund Request - [Your Account Email]"
• Response Time: Within 24 hours during business days
• Phone: Available for enterprise customers

Business Hours

• Monday - Friday: 9:00 AM - 6:00 PM EST
• Weekend: Limited support for urgent issues
• Holidays: Reduced support, responses within 48 hours

Policy Updates

This Refund Policy may be updated periodically:

• Changes will be posted on this page with the updated date
• Significant changes will be communicated via email
• Changes apply to future transactions
• Existing subscriptions maintain their original refund terms

By using OpsKitty, you agree to this Refund Policy and our Terms of Service.