Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy (“Policy”) outlines the commercial conditions governing subscriptions, billing cycles, cancellations, and refund requests for Stillpoint (“Platform”, “we”, “us”, or “our”), operated by •[LEGAL_ENTITY_NAME].

We aim to provide transparent, fair billing practices for engineering teams of all sizes. Please read this Policy in conjunction with our Terms of Service.

2. Free Subscription Tier

Stillpoint offers a perpetual Free Plan supporting up to 3 active monitors with 5-minute check intervals. The Free Plan requires no payment credentials or upfront commitment. Because no monetary charges are incurred for the Free Plan, no billing refunds apply to free workspaces.

3. Pro Subscription Tier

The Pro Plan is billed at ₹499/month on a recurring monthly cycle, or ₹4,990/year on an annual cycle. It unlocks 25 monitors, 1-minute check frequencies, custom public status pages, and webhook alerting integrations.

4. Business Subscription Tier

The Business Plan is billed at ₹1,499/month on a monthly cycle, or ₹14,990/year on an annual cycle. It unlocks up to 100 monitors, domain expiration tracking, high-frequency checks, automated PDF performance reports, and priority engineering support.

5. Subscription Billing Cycle

Paid subscriptions are billed in advance on the calendar day corresponding to the initiation of your paid subscription. Charges are processed in Indian Rupees (INR) or applicable international currencies through authorized payment processors (Razorpay or Stripe). Itemized GST/tax invoices are generated automatically and downloadable from your billing dashboard.

6. Automatic Renewal

To maintain uninterrupted synthetic surveillance of your web applications, all paid subscriptions renew automatically at the expiration of each billing period (monthly or annually). Your stored payment method will be charged the standard non-promotional renewal rate applicable to your tier at the time of renewal.

7. How to Cancel Your Subscription

You may cancel your paid subscription at any time without penalty or cancellation fees. You do not need to contact customer support to cancel your account.

To cancel directly from your workspace:

1. Navigate to your Dashboard Settings → Billing.
2. Under the Active Subscription card, click Cancel Subscription.
3. Review the cancellation summary and confirm your selection.

Upon confirmation, an automated cancellation receipt will be dispatched to your registered account email.

8. Cancellation Effective Date

When you cancel, your paid subscription will remain fully active with all plan quotas intact until the final day of your current paid billing cycle (“Period End”). On the Period End date, your account transitions automatically to the Free Plan. If your active monitor count exceeds the Free Plan quota (3 monitors) on the downgrade date, excess monitors will be paused automatically in order of creation.

9. Refund Eligibility Terms

General discretionary refund terms for new subscriptions are governed by the following operational policy configuration:

Refunds are not granted in cases of lack of usage, user error in configuring target URLs, or account suspension resulting from Acceptable Use Policy violations.

10. Duplicate Payments & Overbilling

If a technical network glitch or gateway timeout results in duplicate charges for the same subscription period, we will issue a full, prompt refund for the duplicate transaction upon verification. Duplicate payment refunds are credited back to the original payment method within five (5) to seven (7) banking business days.

11. Unauthorized Transactions

If you notice an unrecognized charge from Stillpoint on your bank statement, please notify our billing team immediately via our Contact Page. We will investigate the transaction, freeze any fraudulent accounts created using compromised payment instruments, and cooperate with your financial institution to process appropriate charge reversal.

12. Failed Payments and Grace Periods

If a recurring renewal payment fails (e.g., due to an expired credit card or insufficient funds), our billing engine will attempt retry charges over a seventy-two (72) hour grace period. During this grace period, your monitors remain active. If payment cannot be resolved after three (3) automated attempts, your workspace will be transitioned to the Free Plan.

13. Downgrading Plans

If you downgrade from the Business Plan to the Pro Plan, the downgrade will take effect at the conclusion of your current paid billing period. You will retain Business-tier quotas and capabilities until the end of that cycle.

14. Service Termination for Cause

If your account is suspended or terminated as a result of fraudulent conduct, unauthorized endpoint scanning, SSRF exploit attempts, or any severe breach of our Acceptable Use Policy, no refunds (prorated or otherwise) will be issued for any remaining balance of your subscription term.

15. Refund Request Process

To submit a formal billing dispute or refund request:

1. Submit a ticket through our Platform Contact Form selecting the Billing Inquiries category.
2. Provide your registered account email, workspace name, transaction invoice number, and a concise explanation of your request.
3. Our billing team will review your account history and respond within two (2) business days.

16. Billing Contact Information

For billing queries, corporate invoice adjustments, or payment inquiries: