Refund & Cancellation Policy

Plain terms for paying, cancelling, and refunds on the 24observe hosted service. No lock-in, no cancellation fees, and no charge you can't see coming.

1. Subscriptions & billing

Paid plans (Team, Business, Scale) are monthly subscriptions, billed in advance on a recurring cycle that starts the day you subscribe. Payments are processed by our payment provider, Dodo Payments; we do not store your card details. The Free plan is, and always will be, $0 — no card required.

2. Usage-based charges

Log ingestion above your plan's monthly included allowance is billed as metered usage at the per-GB rate shown on the pricing page. Usage charges accrue during the billing period and are invoiced with your next renewal. Because these reflect resources already consumed, usage charges already incurred are non-refundable. Your current allowance and any accrued usage are always visible in Settings → Billing before you're billed.

3. Cancelling

You can cancel any time — there is no minimum term and no cancellation fee. Cancel from the dashboard: Settings → Billing → Manage billing → Cancel subscription (this opens our provider's secure billing portal). On cancellation:

• Your paid features remain active through the end of the current billing period you've already paid for.
• At the end of that period the subscription stops renewing and your organization reverts to the Free plan.
• We do not auto-charge you again after you cancel.

4. Refunds

Because cancelling lets you keep paid access through the period you've already paid for, monthly subscription fees are generally non-refundable for the current period. We will, however, promptly refund:

• Duplicate or erroneous charges — billed twice, or charged after a confirmed cancellation.
• Verified billing faults on our side — e.g. you were charged for a tier you did not select.
• First-time goodwill — if you upgraded and immediately realised it was a mistake, contact us within 7 days of the charge and we'll work it out.

Approved refunds go back to the original payment method via Dodo Payments, typically within 5–10 business days depending on your bank. Downgrading mid-cycle takes effect at your next renewal; we don't prorate partial-month downgrades.

5. Failed payments

If a renewal payment fails, we retry over a short dunning window and email the account owner. If it ultimately can't be collected, the subscription is cancelled and the organization reverts to the Free plan — your data is not deleted by a payment failure.

6. Deleting your account

Deleting your organization (Settings → delete) immediately cancels any active subscription so you are not billed again, then irreversibly purges your data. See the Privacy Policy for data-deletion timelines.

7. Contact

Billing questions or refund requests: [email protected]. Include your organization name and the charge date so we can find it quickly.