Refund Policy

Overview

This Refund Policy explains how FirmHook handles subscription cancellations, refund requests, credits, overages, billing mistakes, and plan changes. It applies to paid FirmHook plans unless a separate written agreement says otherwise.

Free trials and evaluations

• If a plan includes a free trial, you can cancel before the trial ends to avoid being charged.
• Trial features, limits, event retention, and delivery volume may differ from paid plans.
• We may deny or end trial access where we detect abuse, duplicate trial creation, payment risk, or prohibited use.

Subscription cancellations

• You can cancel a paid subscription through your account settings or by contacting support@firmhook.com.
• Cancellation stops the next renewal charge but does not automatically refund the current billing period.
• After cancellation, your workspace may be downgraded, usage limits may change, and premium features may become unavailable at the end of the paid period.

Refund eligibility

• Monthly subscriptions may be eligible for a refund if you request it within 7 days of the initial paid charge and your workspace has not used material paid-plan capacity.
• Annual subscriptions may be eligible for a refund if you request it within 14 days of the initial annual charge and your workspace has not used material paid-plan capacity.
• Duplicate charges, clear billing mistakes, and charges made after confirmed cancellation are eligible for correction or refund after verification.
• Refunds are generally returned to the original payment method through our payment processor.

Non-refundable charges

• Usage-based overages, event delivery charges, replay volume, retained log storage, and similar metered charges are non-refundable once incurred.
• Renewal charges are non-refundable unless required by law or caused by a verified billing error.
• Accounts suspended or terminated for prohibited use, abuse, security risk, fraud, or violation of our Terms of Service are not eligible for refunds.
• Fees paid under custom contracts, enterprise agreements, implementation services, or support packages are governed by the applicable written agreement.

Service incidents and credits

If FirmHook experiences a material service incident that significantly affects paid webhook delivery or dashboard availability, we may provide a service credit at our discretion or as required by a separate service level agreement. Service credits are applied to future invoices and are not cash refunds unless required by law.

Plan upgrades and downgrades

• Plan upgrades may take effect immediately, and prorated charges may apply for the remainder of the billing period.
• Plan downgrades usually take effect at the next renewal unless the dashboard or our support team confirms a different effective date.
• If a downgrade would place your workspace above plan limits, you may need to reduce usage, remove seats, shorten retention, or disable premium features before the downgrade can complete.

How to request a refund

• Email support@firmhook.com from an account owner or billing administrator email address.
• Include your organization name, billing email, invoice number, charge date, requested amount, and reason for the request.
• We may ask for additional details to verify account ownership, payment status, cancellation history, usage, or the claimed billing issue.

Review timeline

We aim to review refund requests within 10 business days. Approved refunds may take additional time to appear depending on your payment method, bank, card network, and payment processor.

Taxes and currency

Taxes, exchange rates, card fees, bank fees, and payment processor charges may affect the final amount returned to you. We do not control processing timelines or third-party fees charged by banks or card providers.

Policy changes

We may update this Refund Policy from time to time. The policy in effect when the relevant charge occurred will generally apply unless a change is required by law or is more favorable to you.

Contact

Billing, refund, and administrative questions can be sent to support@firmhook.com or admin@firmhook.com.