1. Overview
This page outlines Timewheel's refund eligibility, our service-level commitments (SLA), and the response targets you can expect from our support team.
2. Refund Policy
Free Plans & Trials
Free plans and trial subscriptions do not involve any payment and are therefore not subject to refunds. You may cancel a trial at any time without charge.
Monthly Subscriptions
Monthly subscription fees are non-refundable once the billing period has started. You may cancel at any time, and your access will continue until the end of the current billing period.
Annual Subscriptions
- Full refund if requested within 14 days of initial purchase.
- After 14 days, a prorated refund may be issued at our discretion for the unused portion of the annual term, minus a 10% administrative fee.
Add-ons & One-Time Purchases
Add-on features and one-time purchases are non-refundable unless the product is materially different from its description or is non-functional due to a defect on our end.
3. How to Request a Refund
- Email billing@timewheel.com with your account email and reason for the refund request.
- We will review your request and respond within 3 business days.
- Approved refunds are processed to the original payment method within 5–10 business days.
4. Service-Level Agreement (SLA)
We commit to the following uptime and performance targets for production environments:
| Metric | Target |
|---|---|
| Monthly Uptime | 99.9% |
| Scheduled Maintenance | < 4 hours / month, off-peak |
| Incident Notification | Within 30 minutes of detection |
| Data Durability | 99.999999999% (11 nines) |
5. SLA Credit Policy
If monthly uptime falls below the SLA target, you may be eligible for service credits:
| Uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to your next billing cycle and must be requested within 30 days of the incident. Credits are capped at 50% of the monthly subscription fee.
6. Support Response Times
Response times depend on your plan tier and the severity of the issue:
| Severity | Description | Response |
|---|---|---|
| Critical | Service is down or severely impaired | < 1 hour |
| High | Major feature is broken, no workaround | < 4 hours |
| Medium | Feature is degraded but usable | < 24 hours |
| Low | General question, feature request, or cosmetic issue | < 48 hours |
7. Exclusions
The SLA does not apply to downtime caused by:
- Force majeure events (natural disasters, pandemics, war, etc.).
- Your misuse of the Service or violation of our Terms of Service.
- Third-party services outside our control (DNS providers, ISPs, etc.).
- Scheduled maintenance announced at least 48 hours in advance.
8. Contact Us
For refund requests or SLA inquiries, please contact us at billing@timewheel.com.