Refund & Cancellation Policy
Clear guidelines and procedures for subscription management, plan modifications, and refund eligibility.
1. The 24-Hour Technical Evaluation Window
To maintain the integrity and compute capacity of our telemetry ingestion infrastructure, Observyze offers a 24-hour evaluation refund window beginning from the exact timestamp of your initial subscription purchase. This policy allows engineering teams to verify compatibility between their model runtime architecture and the Observyze Proxy Gateway or SDK wrappers in a live deployment environment.
If within this initial 24-hour period you determine that the platform cannot support your production workload due to an irreconcilable technical limitation, you are eligible to request a full refund of your base subscription fee.
2. Eligibility & Technical Verification
To prevent misuse of cloud compute and dedicated evaluation infrastructure, refund requests are reviewed by our engineering operations team. To qualify for a refund within the 24-hour window, you must submit a documented technical justification through our support portal:
- Demonstrated inability of the Trace SDK or Proxy Gateway to capture spans after following documented configuration protocols.
- Documented protocol incompatibility with an upstream provider or model explicitly listed as supported in our documentation.
- Duplicate or erroneous billing transactions resulting from platform payment gateway synchronization issues.
Refund requests submitted outside the 24-hour window or without technical error details will not qualify for retrospective reimbursement.
3. Plan Changes, Upgrades & Prorations
When upgrading between subscription tiers (for example, moving from Developer to Team or Enterprise), the adjustment is applied immediately. Any unused time on your prior billing cycle is credited against the new tier rate on a prorated basis.
When downgrading to a lower subscription tier, the downgrade takes effect at the conclusion of your current billing period. No mid-cycle refunds or partial credits are issued for early downgrades.
4. Subscription Cancellation Procedures
You may cancel your subscription at any time directly through the Console → Settings → Billing dashboard. Upon cancellation:
- Your subscription will remain active until the end of your prepaid billing period.
- You will maintain full read access to historical telemetry traces, evaluations, and compliance records until the end of the term.
- Automatic renewal charges will cease immediately, and no further billing attempts will be initiated.
- Telemetry ingestion will pause at the conclusion of the billing cycle unless a valid tier is restored.
5. Chargebacks & Disputed Transactions
We encourage all customers to contact our engineering support team directly to resolve any billing questions or unexpected charges before initiating a dispute with a financial institution. Accounts with unverified chargebacks are automatically placed in administrative suspension pending dispute resolution.
Need assistance with your subscription?
Reach our engineering and billing team at support@observyze.com. We typically respond within one business day.