Refund & Cancellation Policy
We stand behind what we build. This policy covers when and how you can cancel your subscription, request a refund, and what credits you may be entitled to if we fall short of our uptime commitment.
Cancellation
You may cancel your subscription at any time by contacting us at billing@redoubt.systems. Cancellations take effect at the end of your current billing period — you retain full access until then.
Upon cancellation, your instance and all associated data will be permanently deleted within 7 days of service termination. If you need a data export, request it before your service ends. See our Privacy & Security policy for details on data retention.
Refunds
New Customers — 30-Day Guarantee
If you are not satisfied with your service for any reason, you may request a full refund within 30 days of your initial payment. We will issue the refund to your original payment method within 5–10 business days. No questions asked.
Ongoing Subscriptions
Beyond the initial 30-day period, monthly subscription fees are non-refundable except as outlined in the Uptime Credits section below, or in cases of billing errors.
If you were charged in error (e.g., after a confirmed cancellation), contact us and we will correct it promptly.
Uptime Commitment & Service Credits
We target 99.9% monthly uptime for each customer instance. In practice, things happen — hardware fails, networks hiccup, updates go sideways. When we fall meaningfully short of that target, we credit your account.
Credit Schedule
Credits are calculated based on measured uptime over a rolling 30-day calendar period:
| Monthly Uptime | Approximate Downtime | Account Credit |
|---|---|---|
| ≥ 99.9% | < 44 minutes | None |
| 99.0% – 99.9% | 44 min – 7.3 hours | 10% of monthly fee |
| 95.0% – 99.0% | 7.3 – 36 hours | 25% of monthly fee |
| < 95.0% | > 36 hours | 50% of monthly fee |
Credits are applied to your next invoice. They are not issued as cash refunds unless you have cancelled your service and no future invoice is forthcoming, in which case we will refund the credited amount to your original payment method.
What Counts as Downtime
Downtime is defined as any period during which your Matrix instance is unable to send or receive messages due to an outage on our end, as measured from the time you notify us or we detect the issue — whichever comes first.
What Does Not Count as Downtime
- Scheduled maintenance: We will provide at least 24 hours notice for planned maintenance windows. Scheduled maintenance is excluded from uptime calculations.
- Customer-caused issues: Outages resulting from actions taken by you or your users (e.g., misconfiguration, exceeding plan limits).
- Force majeure: Events beyond our reasonable control, including natural disasters, upstream provider failures, or widespread internet disruptions.
- Third-party service failures: Issues with services outside our infrastructure (e.g., your DNS provider, your users' ISPs).
How to Request a Credit
Email billing@redoubt.systems with the subject line "Uptime Credit Request." Include your account email and the approximate dates and times of the outage. We will review and respond within 5 business days.
We monitor our own systems and will proactively issue credits for outages we detect — you don't need to catch everything yourself. But we encourage you to report anything you notice that we may have missed.
Policy Violations
Accounts terminated for violations of our Acceptable Use Policy are not eligible for refunds.
Questions
For billing questions, refund requests, or anything related to this policy, email billing@redoubt.systems.
Last updated: February 2026