Tier2Refunds
Refund & Cancellation Policy
Monthly, no lock-in, cancel from the console in two clicks. A 14-day refund window on your first payment, and a short list of cases we refund without arguing about.
How billing works
Plans are billed monthly in advance, in US dollars. There is no annual lock-in, no setup fee, and no per-seat charge. Each plan includes a stated allowance of diagnosed escalations per billing month, listed on the pricing page.
Your billing month starts on the day you subscribe and renews on the same day each month until you cancel.
Cancelling
Cancel whenever you want, from the console. Settings → Billing → Cancel plan. No phone call, no retention conversation, no notice period.
Cancellation takes effect at the end of the month you have already paid for. You keep full access until then, and you are not charged again. We do not pro-rate a partial month on cancellation — you simply keep what you bought.
If the console is unavailable to you for any reason, email hello@tier2.dev from your registered address and we will process it by hand.
Refunds
First payment. If Tier2 is not right for you, tell us within 14 days of your first subscription payment and we will refund it in full. You do not need to justify the request.
Renewals. Renewal payments are not refundable by default, because you can cancel before any renewal and we send a reminder ahead of it. Two exceptions we honour without argument:
- A renewal charged after you had already cancelled — refunded in full, always
- A prolonged outage that was our fault and left you unable to use the service for a meaningful part of the month — refunded pro-rata
Duplicate or mistaken charges are refunded in full as soon as we spot them or you report them.
Approved refunds are issued to the original payment method. Card networks and banks typically take 5–10 business days to post the credit, which is outside our control.
Overage charges
Escalations beyond your plan allowance are billed at the overage rate shown on the pricing page and appear on the following month’s invoice. Usage is visible in the console throughout the month, so an overage bill should never be a surprise.
If an overage charge came from a misconfiguration on our side — a retry loop, a duplicated signal, a bug that counted the same escalation twice — tell us and we will remove it.
Upgrades and downgrades
An upgrade takes effect immediately and is charged pro-rata for the remainder of the current month. A downgrade takes effect at the start of your next billing month, so you keep the allowance you already paid for.
Failed payments
If a payment fails we retry over several days and email your billing contact each time. Access continues during that window. If it is still unresolved after the final retry the subscription is suspended rather than deleted — your data stays put, and paying the outstanding invoice restores access immediately.
Currency and tax
Prices are quoted and charged in US dollars and exclude tax. Where our payment processor acts as merchant of record it will add any sales tax, VAT, or GST due in your jurisdiction and will be the name shown on your card statement. If your bank converts the charge into your local currency, the rate and any conversion fee are set by your bank, not by us, and are not refundable by us.
How to request a refund
Email hello@tier2.dev from the address on the account, with the workspace name and roughly what went wrong. You do not need an invoice number — we can find it.
We acknowledge within two business days and decide within five. If we decline, we will tell you which clause above we relied on.
Contact
Questions about this policy, or a request under it, go to hello@tier2.dev. We answer within two business days.