Refund Policy
This policy describes when and how refunds may be requested for PingNodes subscriptions.
General approach
Subscription fees are charged in advance for digital SaaS monitoring access. Because monitoring and infrastructure capacity are provisioned upon service commencement, refund eligibility is time-bound and subject to the terms below.
Refund window
The eligible refund window is 7 calendar days from paid service commencement.
If payment is confirmed before paid service begins, the refund clock does not begin at payment confirmation. The refund window begins on the date paid service actually starts.
Example: Payment is confirmed on 10 September. Free introductory access ends and the paid subscription starts on 24 September. The 7-day refund reference window starts on 24 September — not on 10 September.
Early payment before paid start
If a customer pays before their paid subscription starts, they may request cancellation or refund of the uncommenced paid service prior to the start date, subject to payment settlement and applicable law.
Example: A customer pays ₹399 on Day 10 of their introductory access. Free access continues until Day 24. Until Day 24, Current Access = Free, Payment = Confirmed, and Subscription = Scheduled. The paid service has not yet started.
Eligible refund cases
- Duplicate charge: Confirmed duplicate payment or charge for the same intended billing transaction is eligible for a full correction or refund of the duplicate amount. (For example, if charged ₹599 twice for the same intended payment, one legitimate charge remains and the duplicate ₹599 is refunded).
- Technical billing error: An incorrect charge caused by PingNodes billing logic or processing defect is eligible for correction or refund. (For example, if you selected Starter ₹599 but PingNodes incorrectly charged ₹999 due to a system billing defect, the incorrect amount is corrected or refunded).
- Paid service not provided due to PingNodes failure: If payment is captured but PingNodes cannot provide the purchased paid service because of a PingNodes-controlled defect, the affected payment is eligible for refund or remediation.
- Refund requests within the 7-day window: Requests submitted within 7 calendar days from paid service commencement are eligible for review and refund.
Customer configuration issues
Customer-side configuration or environmental issues do not automatically create refund eligibility. Examples include: VPS firewall blocking connections, incorrect SSH or network settings, invalid customer credentials, third-party API unavailability, or customer disabling required access. In such cases, PingNodes provides reasonable setup and technical support assistance first.
After the refund window
Payments are normally non-refundable after the applicable 7-day refund window has elapsed, except in cases of:
- A confirmed duplicate charge
- A PingNodes technical billing error
- Failure by PingNodes to provide purchased paid service due to a platform defect
- Applicable statutory consumer protection rights
- Exceptional owner-approved corrections
Partial / prorated refunds
There is no automatic prorated refund merely because a customer cancels during an already-started paid billing period.
Example: Paid period runs from 1–30 September. The customer cancels on 12 September. Future renewal stops immediately, and access continues through 30 September. The customer does not automatically receive a prorated refund for 13–30 September.
Refund requests after cancellation
Cancelling future subscription renewals is separate from requesting a refund for an amount already charged. See the Cancellation Policy for how cancellation affects your ongoing access. Cancelling a subscription does not automatically trigger a refund.
Promotional and courtesy access
Promotional or free extensions do not constitute payment, do not create a subscription renewal, do not independently create refund entitlement, and do not count as paid-service consumption.
SUPPORT access does not affect billing history
PingNodes may grant temporary complimentary or support access to a workspace after a paid subscription ends (for example, during a support investigation). SUPPORT access is courtesy access: it does not create a payment, renew a subscription, change historical billing records, represent paid access, or independently create refund entitlement.
How to request a refund
To request a refund, contact support at support@pingnodes.com with your registered email address, payment ID from Razorpay, and a description of the request. Eligible requests are reviewed and processed promptly.
Timing and settlement
Approved refunds are processed through the original payment method via Razorpay. Processing and credit timelines depend on the payment provider and your financial institution.
Last updated: 16 August 2026 · pingnodes.com · support@pingnodes.com