Refund Policy
Last updated: 21 April 2026
We would rather earn renewals than trap people. If Pingback isn't right for you, we want to make leaving easy.
Hosted Pro plan
For paid subscriptions to the hosted Pingback service at usepingback.com:
- 14-day no-questions refund. Within 14 days of your first paid charge on a new subscription, we will refund the charge in full on request — no justification required, anywhere in the world. Email hello@usepingback.com from the account address.
- Service-broken refunds. If Pingback is materially broken in your first 30 days — checks not running, alerts not firing, dashboard unusable for an extended window — email us. We refund.
- After the refund window. You can cancel at any time from the billing portal. Cancellation stops future renewals. We do not pro-rate refunds for the unused portion of the current billing period; you keep Pro until the period ends, then drop to Free without losing your monitors.
- Renewals. Subscription renewals (the second month, the second year, and so on) are not automatically refundable, but we review individual cases — write to us if a renewal billed by surprise and we will work it out.
Payment processors
We bill through Stripe and Paddle. Paddle acts as the merchant of record for transactions it processes; Paddle's own refund and tax handling apply on top of this policy. We will initiate Paddle refunds on your behalf when the request is in scope.
Self-hosted Pingback
The self-hosted distribution of Pingback is free and open-source under the MIT license. There is nothing to refund. If you paid a third party for installation, support, or hosting of a self-hosted instance, the refund relationship is between you and that party.
Chargebacks
If something looks wrong on a Pingback charge, please email us first — we are usually faster than your bank. Filing a chargeback before contacting us may result in the account being suspended while the dispute is open.
How to request a refund
- Email hello@usepingback.com from the address on the account.
- Include the invoice ID or the date and amount of the charge.
- We acknowledge within two business days and process eligible refunds back to the original payment method. Banks typically post the credit within 5–10 business days.
Changes to this policy
We may update this policy. Changes apply to new subscriptions and renewals from the effective date forward. Existing subscriptions keep the policy that was in effect when they were last charged.