1. About this policy

This Refund Policy explains how paid plans are billed, how to cancel, and when you can get your money back. It is part of the Terms & Conditions. Payments are handled by Stripe, and the operator of UptimeWire is named in the Terms. This document is written in English. If it is also shown in another language and the versions differ, the English version prevails.

The free plan costs nothing, so no refund applies to it.

2. How billing works

  • Monthly and yearly plans. Where both are offered, you choose a monthly or a yearly billing period when you subscribe. Current prices are shown on the pricing page and again before you pay.
  • Automatic renewal. A paid subscription renews automatically at the end of each period for the same period and at the price then in force, until you cancel. Stripe charges your payment method on the renewal date. We will tell you of a price increase before it applies to you, as the Terms describe.
  • Invoices. Invoices and receipts are available in the customer portal.

3. How to cancel

You can cancel at any time in your account, under the billing section, or in the customer portal. You do not need to give a reason.

  • Cancelling stops the next renewal. The plan stays active until the end of the period you have already paid for. After that the account moves to the Free plan.
  • Cancelling does not by itself refund a period you have already paid for, except as set out below.
  • Deleting your account does not cancel a subscription. Cancel the subscription first.

4. 14-day refund on your first payment

If you pay for a paid plan for the first time, you can ask for a full refund of that payment within 14 days of the payment date, for any reason.

  • It applies to your first payment for a paid plan on an account, monthly or yearly.
  • We do not deduct a charge for the days you used the Service.
  • Write to support@uptimewire.com from the email address of your account and say that you want the refund.

5. Renewals, upgrades and changes

  • Renewals. The charge for a renewal is not refunded after the renewal date, except where this policy or the law says otherwise. Cancel before the renewal date to avoid the next charge. If you were charged for a renewal by mistake, or you were not able to cancel because of a fault of ours, write to us within 14 days of the charge and we will refund it.
  • Upgrades. When you move to a higher plan the change starts at once and you pay the difference for the rest of the period. If you ask for a refund of an upgrade within 14 days of the upgrade payment, we will refund the upgrade payment and return you to your previous plan.
  • Downgrades. A move to a cheaper plan, or from yearly to monthly, starts when the paid period ends. The rest of the current period is not refunded.
  • Unused time. If you cancel after the 14 days, the plan stays active until the period ends and the unused time is not refunded.
  • Ending of the Service by us. If we end the Service, or end your account without a breach of the Terms on your part, we refund the unused part of any prepaid period.

6. Failed payments

If a payment for a renewal fails, Stripe retries it for a limited time and we email you. The paid plan stays active during this time. If the payment is still not made after 15 days, the account moves to the Free plan and websites above the Free plan limit are paused. No refund is due for a payment that was not made. You can pay later and choose a plan again.

7. SMS packs

SMS alerts may need a pack bought separately. A pack is a one-off payment and is used up as messages are sent. You can ask for a refund of a pack within 14 days of buying it, if none of its messages has been used. If a pack payment is refunded or reversed, we take back the unused messages that belonged to it.

8. Your statutory consumer rights

If you are a consumer in the European Union, the United Kingdom or another place with similar rules, the law gives you rights that this policy cannot take away. In particular, when you buy a digital service at a distance, you generally have the right to withdraw from the contract within 14 days of concluding it without giving a reason. If you ask us to start the service immediately and you then withdraw, you may have to pay for what you have already used in proportion, but because sections 4 and 5 give you a full refund of your first payment and of an upgrade payment without any deduction, you are not worse off for those payments under this policy than under the law.

You can withdraw by writing a clear statement to support@uptimewire.com. We will confirm the withdrawal by email without delay and refund the payment without undue delay and in any case within 14 days of learning of your decision.

If the Service is faulty or is not as described, you also have the legal remedies of your country. Nothing in this policy limits them.

9. How refunds are paid

Refunds go back to the payment method you used, through Stripe, in the currency of the original payment. The time until the money shows on your statement depends on your bank or card issuer and is outside our control. We do not charge a fee for the refund. A refund may be refused or reversed if we find abuse, for example repeated refund requests for the same account or several accounts by the same person.

10. Chargebacks

Please contact us at support@uptimewire.com before you ask your bank for a chargeback. We can usually fix a problem faster. If a chargeback is filed, we may suspend the account until the dispute is settled, and we will give the evidence we hold to the card network, as is usual. If the chargeback is decided in your favour for a payment we have already refunded, we may ask you to return the duplicate amount.

11. Contact

Refund requests and questions: support@uptimewire.com. General contact: contacts@uptimewire.com.