Refund Policy

1. Cancellation vs. refund

These are two different things, and it's worth being clear about the difference:

• Cancellation stops your subscription from renewing. You can cancel at any time from your account's billing page, and you'll retain access to your current plan's features through the end of the billing period you've already paid for. Cancellation is always available and doesn't require contacting support.
• Refund means returning money already charged for a past billing period. Refunds are not automatic and are evaluated as described below.

2. Refund eligibility

MonitorFree does not offer refunds for change-of-mind, unused time, or mid-cycle cancellation. If you cancel, your plan remains active through the end of the billing period you've already paid for, per the cancellation terms above — no partial refund is issued for the remainder of that period. Add-on purchases (extra server capacity) are treated the same way as base plan charges for refund purposes.

The only case where we issue a refund is a technical issue on our side — for example, a platform outage or bug in MonitorFree that materially prevents you from using a plan feature you're paying for.

• You must report the issue to support within a reasonable time of it occurring.
• We investigate and work to resolve it. If the issue is not resolved within 48 business hours of your report (business hours, Monday–Friday, excluding holidays — so a report filed Friday afternoon gets Saturday/Sunday excluded from the clock), you're eligible for a refund covering the affected billing period.
• Issues on your end — misconfiguration, third-party outages (e.g. your own VPS provider, Slack, your webhook endpoint), or normal maintenance windows we've announced in advance — are not covered.

Refund requests outside this policy are not guaranteed but you're welcome to contact support — we review edge cases individually.

3. How refunds are processed

Approved refunds are issued back through Razorpay to the original payment method used for the charge. Processing times depend on your bank or card network and are outside our direct control, but are typically reflected within Razorpay's standard settlement window after we approve the refund on our end.

4. Failed or disputed payments

If a payment fails or is disputed (e.g. a chargeback), your subscription may be paused or downgraded until the payment issue is resolved. Please contact support before initiating a chargeback with your bank — we're generally able to resolve billing issues faster directly.

5. How to request a refund

Open a support ticket at app.monitorfree.com/support with your account email and the charge you're asking about, and we'll get back to you. You can also reach us at billing@monitorfree.com.