Refund policy

1. General Payment Terms & Merchant of Record

All financial transactions, subscriptions, tax calculations, and refunds are securely processed by our designated Merchant of Record, Paddle.com. By subscribing to UptimeGlass, you agree to Paddle's respective buyer terms alongside our internal refund guidelines outlined below.

2. Subscription Renewals (Strictly Non-Refundable)

Refunds do not apply to subscription renewals. Your subscription will automatically renew at the end of your selected billing cycle (monthly or annually) unless explicitly cancelled beforehand. It is your sole responsibility to manage your subscription via the dashboard and cancel it prior to the renewal execution date if you do not wish to be charged. Once a renewal charge has been processed by the payment gateway, it is final and strictly non-refundable.

3. Consumer Right of Withdrawal (EU/EEA/CH/UK)

Consumers located in the European Union, the European Economic Area, Switzerland, and the United Kingdom are granted a statutory right to withdraw from their digital purchase within 14 days of the initial transaction only.

• Strict Consumer Definition: For the purposes of this policy and in compliance with EU Directive 2011/83/EU, a "consumer" is defined strictly as a natural person who is acting outside their trade, business, craft, or profession. Within the context of UptimeGlass, you are only considered a consumer if you are exclusively monitoring personal domain names registered under your own name or utilizing WHOIS privacy protection.
• B2B & Freelancer Exclusion: If you monitor domains registered to a third party, a client, an employer, or any legal entity, or if you use UptimeGlass to support your freelance business, agency, or corporate infrastructure, your usage is legally classified as Business-to-Business (B2B). B2B users expressly waive the right to the 14-day statutory consumer withdrawal.

4. Service Outages (Service Credit Instead of a Refund)

All sales to business users, agencies, organizations, and freelancers are final. We do not offer "no questions asked" refunds for B2B accounts.

An outage of our service is not refunded in money. If a documented technical failure on the UptimeGlass infrastructure prevents you from accessing or utilizing the core features of your paid plan for at least 24 consecutive hours, you receive a service credit of twice the outage time: for every day of outage, your subscription is extended by two days free of charge (shorter remainders are rounded up to whole days). The credit is applied by moving your next billing date; you are not charged for the extension. Outages shorter than 24 hours do not qualify. Disliking the interface, failing to set up the plugin, or no longer needing the service do not qualify as technical failures.

5. Refund Execution and Calculation

In the event a refund is approved via the statutory withdrawal, the refund amount is calculated strictly on a pro-rated basis.

• Calculation: The refund will cover the unused portion of the current billing cycle (Calculated as: Total Price × Unused Days ÷ Total Days of the Period).
• Monitor Packs: Monitor packs (extra monitors) are an optional extension that you add knowingly. They are billed yearly and are not refunded; a withdrawal refunds the plan price only, calculated as above.
• No Hidden Fees: We do not deduct any flat administrative fees or penalties from the pro-rated amount.
• Account Downgrade: Upon the execution of a refund, your paid subscription plan will be immediately terminated, and your account will be downgraded to the Free tier, causing monitors exceeding Free tier limits to be paused.

6. Chargebacks and Disputes

If you request the return of a payment through your bank or credit card provider (a chargeback or payment dispute), your account is placed on hold immediately while we review the request. By requesting the chargeback, you voluntarily restrict your own access to the service:

• You cannot sign in or use the API while the account is on hold.
• Monitoring of your sites continues and your data keeps being recorded.
• Alerts, reports, and all other messages are not delivered. If our system has important information for you during this time, we only send you an e-mail stating that we hold serious information we cannot deliver because the account is on hold.
• The hold ends when the dispute is resolved in our favour or the continuation of the service is confirmed, or when the account is deleted. Unjustified chargebacks initiated without first contacting UptimeGlass support may result in the permanent suspension of your account and the deletion of your monitoring infrastructure.

To ask for a refund, contact sales@webvklidu.cz.