Refund and Cancellation Policy

1. Introduction

This Refund and Cancellation Policy explains how you can cancel your Pingstreams subscription and under what circumstances refunds may be issued. This policy is part of our Terms of Service. By subscribing to Pingstreams, you agree to this policy.

2. Subscription Types

Pingstreams offers the following subscription billing options:

• Monthly Subscriptions: Billed monthly in advance and renew automatically on the same day each month.
• Annual Subscriptions: Billed annually in advance and renew automatically on the anniversary of your subscription start date.
• Enterprise Plans: Custom billing terms as agreed in your written agreement with Pingstreams.

3. Free Trials

Pingstreams may offer free trial periods for new customers. During the trial period, you have full access to the features included in your selected plan at no charge.

Unless you cancel before the end of your trial period, your subscription will automatically convert to a paid plan and your payment method will be charged the applicable subscription fee.

To avoid being charged, you must cancel at least 24 hours before the trial period ends.

4. Cancellation

4.1 How to Cancel

You can cancel your Pingstreams subscription at any time by:

• Logging into your account and navigating to Settings > Billing > Cancel Subscription, or
• Contacting our support team at support@pingstreams.io with your cancellation request.

4.2 When Cancellation Takes Effect

Monthly Subscriptions: Cancellation takes effect at the end of your current billing period. You will retain access to the Services until the end of the paid period. You will not be charged for subsequent months.

Annual Subscriptions: Cancellation takes effect at the end of your current annual term. You will retain access to the Services until the end of the paid year. You will not be charged for the next annual term.

Immediate Cancellation: If you wish to cancel immediately and stop using the Services before the end of your paid period, you may request account deactivation. However, no refund will be provided for the unused portion of your subscription unless otherwise stated in this policy.

4.3 No Automatic Refunds Upon Cancellation

Cancellation of your subscription does not automatically entitle you to a refund. Subscription fees are non-refundable except as explicitly provided in Section 5 below.

5. Refund Policy

5.1 General Policy

All subscription fees are generally non-refundable. However, we may issue refunds in the following circumstances at our sole discretion:

5.2 30-Day Money-Back Guarantee (New Customers Only)

First-time Pingstreams customers may request a full refund within 30 days of their initial subscription purchase (excluding free trial conversions) if they are not satisfied with the Services.

To request a refund under this guarantee:

• Email support@pingstreams.io within 30 days of purchase.
• Include your account email, reason for the refund request, and any feedback.
• Allow up to 10 business days for processing after approval.

This guarantee applies only once per customer and does not apply to renewal charges, annual plan renewals, or Enterprise agreements.

5.3 Billing Errors

If you believe you were incorrectly charged due to a billing error (such as duplicate charges, incorrect amount, or charges after cancellation), please contact support@pingstreams.io within 60 days of the charge.

We will investigate the issue and, if a billing error is confirmed, issue a refund or credit to your account.

5.4 Service Unavailability (SLA Credits)

If Pingstreams fails to meet the uptime commitments outlined in our Service Level Agreement (SLA), you may be eligible for Service Credits rather than monetary refunds. See the SLA for details.

5.5 Termination by Pingstreams

If Pingstreams terminates your account for reasons other than violation of the Terms of Service or Acceptable Use Policy, we will provide a pro-rated refund for any unused portion of your subscription.

5.6 Legal Requirements

Refunds required by applicable consumer protection laws in your jurisdiction will be honored in accordance with those laws.

6. Downgrades

If you downgrade your subscription plan (e.g., from Professional to Starter), the change will take effect at the beginning of your next billing cycle. No refund or credit will be issued for the current billing period.

Features available only on higher-tier plans will be disabled at the time of downgrade.

7. Upgrades

If you upgrade your subscription plan during a billing period, you will be charged a pro-rated amount for the remainder of the current billing cycle, and the new plan rate will apply for subsequent billing periods.

8. Payment Method Updates

You are responsible for keeping your payment method current and valid. If a payment fails due to an expired or invalid payment method, Pingstreams may suspend your account until payment is received.

Pingstreams may retry failed payments. You will not receive a refund for any late fees or charges imposed by your bank or payment provider due to failed payments.

9. Chargebacks and Disputes

If you dispute a charge with your bank or payment provider (a "chargeback") without first contacting Pingstreams to resolve the issue, your account may be immediately suspended or terminated.

We encourage you to contact support@pingstreams.io first to resolve any billing concerns before initiating a chargeback.

Fraudulent chargebacks may result in permanent account termination and reporting to fraud prevention agencies.

10. Enterprise Agreements

Cancellation and refund terms for Enterprise customers are governed by the specific terms outlined in your written agreement with Pingstreams. Contact your account manager or email enterprise@pingstreams.io for assistance.

11. Data Retention After Cancellation

Upon cancellation, your data will be retained for a limited period (typically 90 days) to allow you to reactivate your account or retrieve your data.

After this retention period, your data may be permanently deleted in accordance with our Privacy Policy. It is your responsibility to export any data you wish to retain before canceling.

12. Refund Processing

Approved refunds will be issued to the original payment method used for the purchase. Refunds typically appear within 5-10 business days, depending on your bank or payment provider.

Pingstreams is not responsible for delays caused by your financial institution.

13. Changes to This Policy

Pingstreams may update this Refund and Cancellation Policy from time to time. Changes will be posted with a revised "Last updated" date. Material changes will be communicated via email or in-app notification.

14. Contact Us

For questions about cancellations, refunds, or billing, please contact:

support@pingstreams.io

billing@pingstreams.io