Refund & Cancellation
Transparent protocols for subscription credits and financial adjustments.
1. The 24-Hour Protocol (Refund Gateway)
To maintain the integrity of our high-precision infrastructure, Observyze offers a **strict 1-day (24-hour)** refund window from the moment of your first subscription payment. This gateway is designed for users who have encountered a technical blocker or a misconfigured deployment.
Genuine Evidence Requirement
Refunds are **NOT** automatically processed. To request a refund within the 24-hour window, you must provide a **genuine and documented technical reason**. This includes:
- Demonstrated failure of the Trace SDK to ingest data after following support guidance.
- Incompatibility with a specifically listed and supported cloud provider or model.
- Unintended duplicate billing for the same organization context.
Refund requests made after the 24-hour window or without valid technical proof will be declined to protect platform resources.
3. Cancellation Policy
You may cancel your subscription at any time via the billing hub. Once canceled, you will retain access to your historical traces until the end of the current billing cycle. Subscriptions do not automatically prorate for mid-month cancellations.
Have a genuine technical issue?
Contact our engineering hub at support@observyze.com