Seats for a period, not incidents
Your payment covers one billing period of IncidentBot for the responder seats on your plan: on-call rotations, escalation policies, alert routing, incident channels, status pages and postmortems, up to the plan limits shown on the pricing page. Everything is live as soon as the payment clears. A quiet month with no pages costs the same as a month of back-to-back outages, because the fee pays for being covered, not for the alerts that happen to fire.
Coverage begins immediately
Paying for seats asks us to put your responders on call right away. If the law in your country gives buyers of digital services a window to back out, you agree that this window shuts as soon as your rotations go live.
Situations where the fee stays paid
- The team moved to another incident tool, reorganised, or decided it no longer needs on-call software.
- Nothing broke during the period, or nobody opened the workspace.
- A page, phone call or chat message arrived late or not at all because of a mobile carrier, a do-not-disturb setting on the phone, or an outside chat platform.
- A renewal was charged because nobody cancelled in time, or the cancellation came just after it.
- The plan was taken for a one-time purchase. Pricing, checkout, the receipt email and billing settings all describe a recurring subscription.
- A capability is missing from the pricing page, or behaves differently from what someone on the team assumed.
- The wrong plan, billing interval or responder seat count was chosen.
- Someone with shared sign-in details used the account.
Three cases where we pay back
Money goes back only for one of these cases, only when our records support it, and never beyond what the affected period cost.
- Two charges for one period. Our billing collected twice for the same stretch of time.
- A card used without consent, and you can show it. You report it to us inside 14 days of the payment, and both our logs and our payment operator's data confirm it was not you. Your word starts the review rather than ending it, and we may ask you to confirm the card issuer has been told.
- IncidentBot completely down. A fault we confirm on our side left the whole product unusable for an unbroken stretch, you raised it while it lasted, and we could not bring it back. Slow pages, one integration misbehaving, or problems with your own phones, laptops or network are not covered.
Where the money goes
We pay any approved amount back to the card that was charged. That fully settles our liability for the charge and does not open a claim to a second return.
Writing to us
Email [email protected] from the account's own address within 14 days of the charge. Give the payment date, the amount and the case from the list above. We do not review requests that arrive late or through a different channel, and a declined request stays closed. Enterprise plans paid by invoice follow the payment terms in their order form.
Turning renewal off
Plans renew on their own. The workspace owner can cancel at any moment in billing settings, with no need to contact us. No further charge is taken and the workspace keeps paging people until the paid period is over. Leftover days are not paid back, and dropping responder seats in the middle of a period returns nothing for time already paid.
Renewals that already went through
Cancelling only reaches periods that have not started. A renewal already charged stays charged and you keep IncidentBot for that period. When a renewal payment fails, the period it pays for has begun regardless, so the card is tried again over the next days. Those attempts collect a single unpaid invoice and add nothing new, and a renewal paid after them is not returned. Cancel before the date shown in billing settings if you want to stop the next one.
Accepted terms
Opening an account means accepting our terms of service and privacy policy, this page among them. Checkout lists the plan, its price, the billing interval and automatic renewal before payment, and both the receipt email and billing settings show them again.
The evidence behind every charge
Each subscription leaves a record with us: when it was bought, the plan and price on screen, the acceptance of the terms, the billing emails sent, and the workspace activity log, covering sign-ins, invited responders, schedule changes, incoming alerts and opened incidents, each with its technical details. Our payment operator holds a separate record of every charge with the card's issuing country, the origin of the payment and the result of 3D Secure. We check any claim of an unauthorised charge against all of this.
Before you call the bank
Please reach us first. A chargeback opened without having written to us breaches the terms of service, and the account is then closed permanently. Once a dispute starts, the card issuer receives the records listed above.
Plans bought before this policy
Anything purchased before October 14, 2026 remains under the terms in force on the day of purchase.