Section 01Subscription model
Pondmetric subscriptions are billed monthly in advance. Each billing cycle covers thirty (30) days of service, beginning on the day you sign up or your most recent renewal date. You may cancel at any time; cancellation takes effect at the end of the current billing cycle unless you request immediate cancellation with a pro-rated refund.
Section 02Cancellation
You can cancel a subscription in two ways:
- From the dashboard. Go to Settings → Billing → Cancel subscription. Cancellation is immediate and a pro-rated refund will be issued.
- By email. Send a cancellation request to hello@pondmetric.com from the email address on your account. We will process the cancellation within one business day.
There are no cancellation fees and no minimum-term commitments unless explicitly agreed in a separate written contract.
Section 03Refund eligibility
You are eligible for a refund in the following circumstances:
- Mid-cycle cancellation. You receive a pro-rated refund for the unused days remaining in the current billing cycle.
- Service unavailability. If the Service is unavailable for more than 24 consecutive hours due to an issue on our side, you are eligible for a service credit equal to the affected period (see Section 05).
- Duplicate or erroneous charges. If you were charged in error or charged twice for the same period, we will refund the duplicate or erroneous amount in full.
- First-time customer goodwill. Within seven days of your first paid charge, you may request a full refund of that first charge for any reason. This applies once per customer.
Refunds are not available for:
- Billing cycles that have already elapsed.
- Accounts terminated by Pondmetric for violation of the Terms of Service (including the Acceptable Use Policy).
- Third-party data source costs (e.g., fees charged by your CMS, Google, or other providers); we do not charge those and cannot refund them.
Section 04Pro-rated refunds
Pro-rated refunds are calculated daily, based on the number of unused days remaining in your current billing cycle:
refund = (subscription_fee / 30) × unused_days
For example, if you cancel on day 18 of a 30-day cycle, you will receive a refund equal to 12 ÷ 30 of the subscription fee. Refunds are issued to the original payment method and typically appear within 5–10 business days.
Section 05Service interruptions & credits
While we aim to keep the Service available at all times, interruptions occasionally occur. If the dashboard, API, or data ingestion is unavailable for more than 24 consecutive hours due to a fault on our side, you are eligible for a service credit:
- 24–48 hours of downtime: 10% credit on your next billing cycle.
- 48–72 hours of downtime: 25% credit on your next billing cycle.
- More than 72 hours of downtime: 50% credit on your next billing cycle or a full refund of the affected month at your option.
Credits do not apply to interruptions caused by maintenance announced at least 48 hours in advance, factors outside our reasonable control, or issues with the third-party data sources you have connected.
Section 06Disputed charges
If you believe you've been charged in error, contact us first at hello@pondmetric.com rather than initiating a chargeback. We will investigate and resolve legitimate billing disputes within 5 business days.
Filing a chargeback without first contacting us may result in account suspension while the chargeback is reviewed by your bank and our payment processor.
Section 07How to request a refund
If a self-serve cancellation from the dashboard hasn't issued the refund you expected, email hello@pondmetric.com from the address on your account with:
- The date of the charge you'd like refunded.
- The reason for the refund request (helps us improve).
- Any reference number from your bank statement.
We respond within one business day and process eligible refunds within 5–10 business days from approval.
Section 08Contact
Questions about this policy or a specific charge? Email hello@pondmetric.com.