Cancellation and Refunds

Services are sold as a subscription. This page says plainly what happens to your money when you cancel one, and how engineering engagements agreed separately are handled.

Engineering engagements

Work agreed outside a subscription is covered by its statement of work, which sets out the fee basis, the notice needed to end the engagement, and what happens to anything paid in advance. Where money has been paid for work not yet delivered, it is refundable. We do not keep fees for work we have not done. If a deliverable is not what the statement of work described, tell us within 30 days of delivery and we will correct it at no charge or refund it.

Managed detection subscription

• Subscriptions renew automatically at the end of each billing period, monthly or annually, until canceled.
• You can cancel at any time, from the portal or by emailing us. No notice period, and no cancellation fee.
• Cancellation takes effect at the end of the period you have already paid for. The service keeps running until then.
• Partial periods are not refunded. If you cancel mid-month or mid-year, the remainder of that term is not returned.
• We email a receipt for every renewal, so a renewal is never a surprise charge.

If we materially reduce the service during a term you have paid for, you may cancel immediately and we will refund the unused remainder of that term.

Billing problems

If you think you have been charged incorrectly, email contact@signalnine.org before raising a dispute with your bank. We would rather refund a mistake quickly than argue about it: we respond within two business days and correct genuine errors in full.