Refund & Cancellation Policy
Last updated: June 13, 2026
1. Subscription Plans (Basic / Pro / Enterprise)
- Cancel anytime from Portal → Subscription. Your plan remains active until the end of the current billing period — no further charges after that.
- We do not provide prorated refunds for the unused portion of the current billing period, except where required by law.
- Upgrades take effect immediately; the difference is charged on a prorated basis for the remainder of the billing cycle.
- Downgrades take effect at the start of the next billing period.
14-day money-back guarantee: If you're on your first paid subscription and
cancel within 14 days of the initial charge, email
support@connectwatch.app for a full refund of
that charge.
2. On-Demand Test Credits
- Credit packs (Starter / Growth / Scale) are purchased upfront and deducted as you run on-demand tests (e.g. large file throughput tests).
- Credits do not expire.
- Unused credit balances are non-refundable, except where a credit pack purchase was made in error and no credits from that purchase have been consumed — contact support within 7 days of purchase.
3. Overage Charges
Overage charges (e.g. monitoring environments beyond your plan's included limit) are billed at the end of the billing cycle based on actual usage and are non-refundable once invoiced, as they reflect services already rendered.
4. Failed Payments
If a payment fails, we will retry per Stripe's standard retry schedule and notify you by
email. If payment continues to fail, your account may be downgraded or suspended until
payment is resolved. No service fees are charged for failed payment attempts themselves.
5. How to Request a Refund
| Step | Action |
|---|---|
| 1 | Email support@connectwatch.app with your account email and the invoice/charge in question |
| 2 | We review the request — typically within 2 business days |
| 3 | Approved refunds are issued to the original payment method via Stripe, typically within 5–10 business days depending on your bank |
6. Account Closure
Closing your account stops all future billing. Any remaining credit balance is forfeited upon account closure unless a refund request is submitted beforehand per Section 2.
7. Changes to This Policy
We may update this policy from time to time. Material changes will be notified via email or an in-app notice.
8. Contact
Billing questions? Email support@connectwatch.app.