Refund Policy

At a glance. Money paid to UptimeHub stays paid. A charge is reversed only in the three cases listed under "When we do reverse a charge". The demo lets you add a monitor and watch real checks before you spend anything, and you can turn off renewals yourself whenever you like.

What a subscription buys

Every UptimeHub plan is a recurring monthly or yearly subscription. It opens the monitoring platform for one billing period, with the monitor count, check frequency, status page and alert channels shown on the pricing page. We charge for the period, not per check, per alert or per incident. The whole period is unlocked on its first day, and it stays unlocked whether your sites go down a hundred times or never.

Because you can see the dashboard, the check results and the status page in the demo before paying, the contents of a plan should never be a surprise. If you stop needing uptime monitoring, switch off renewal and you will not be billed again.

By starting a subscription you ask us to begin the service right away. If a statutory right of withdrawal or a cooling-off period would otherwise apply to you, you accept that it ends as soon as the service has started at your request.

Reasons that never lead to a refund

• Your project ended, your site moved elsewhere, or you simply decided you no longer want monitoring.
• Few or no monitors were added during a paid period, or nothing went down while you were subscribed.
• An alert arrived late or not at all because of your phone carrier, mail filters, a muted chat channel or a webhook endpoint on your side.
• A check reported downtime that you see differently, for example because your firewall, rate limits or geo rules block our probe regions.
• A renewal was collected, including one taken a few days late after earlier attempts failed.
• You thought the plan was a single purchase. Pricing, checkout, the confirmation email and your billing settings all say it renews.
• You forgot to switch off renewal in time, or switched it off just after a renewal went through.
• A capability that is not listed on the pricing page, or that behaves differently from how you imagined it.
• Picking a plan with too many or too few monitors, or the wrong billing period.
• Unused days after you cancel. Access runs to the end of the period and is not pro-rated.
• Activity by anyone you let into the account.

When we do reverse a charge

Only these three situations qualify, only when our records back them up, and only up to the affected charge:

• Charged twice. A fault in our billing took payment two times for the same period.
• Card used without permission, and shown to be so. Someone paid with your card without your consent, you report it within 14 days of the charge, and the account and payment records confirm it. A statement alone does not settle it. We may ask you to confirm that you have also reported the misuse to your card issuer.
• Monitoring did not run at all. A confirmed fault on our side stopped the service from working entirely for a continuous stretch, you told us while it was happening, and we were unable to restore it. Slower dashboards, a single region being unavailable, and problems with your own network, devices or endpoints are outside this case.

An approved refund is the whole of our liability for the matter. It is capped at what you paid for the affected period and goes back only to the card that was charged. Approving one refund gives no right to another.

Asking for a refund

Write to [email protected] from the email address on your UptimeHub account, within 14 days of the charge. Include the date and amount of the charge and which of the three situations above applies. Requests that arrive later, or from an address that is not on the account, are not considered. We look at requests in the order they arrive and do not reopen declined ones.

If you think a charge is wrong, talk to us first. Opening a chargeback with your bank without contacting us breaches our Terms of Service, and the account is closed permanently.

Cancelling, renewals and retried payments

You can switch off renewal at any time in your billing settings, without writing to us. From that moment no further renewals are taken, and you keep full access to your monitors and status page until the paid period ends. Switching off renewal is not a refund request.

A subscription renews on its own until you switch it off. On the first day of each new period the whole period opens and its payment falls due. If the card is declined, the amount is still owed and our payment operator tries again over the following days. Those retries are attempts to collect one unpaid invoice, not extra charges. Switching off renewal once a new period has started stops the periods after it, but the period already running is still payable and is not refunded, even when the money is collected late. To avoid a renewal, switch it off before the renewal date shown in your account.

Records we keep

When you create an account you accept our Terms of Service, which include this policy and our Privacy Policy. Checkout shows the plan, price, billing period and automatic renewal before any payment, and the confirmation email and your account repeat them.

For each subscription we keep the time of purchase, the plan and price shown at checkout, your acceptance of the terms, the emails we sent you, and a log of account activity such as sign-ins, monitors added or edited, alert channels configured and status page changes, with the technical details recorded alongside each. Our payment operator keeps its own record of every transaction, including the card's issuing country, where the payment came from, and the outcome of bank authentication such as 3D Secure. Claims of an unauthorised charge are assessed against these records, and the same records go to your bank if a chargeback is opened.

Earlier purchases

Payments made before October 14, 2026 stay under the terms that were shown when they were made.

Contact

Questions about this policy go to [email protected].