1. General Principle
As a standard B2B commercial practice, fees for completed consulting hours, custom development milestones, and delivered architecture setups are non-refundable once approved by the client or confirmed via an Acceptance Certificate.
2. SLA-Triggered Service Credits & Refunds
For enterprise clients holding an active monthly B2B Pro SLA or Custom Enterprise Retainer, refunds and billing adjustments are tied directly to our guaranteed uptime commitments:
- Monthly Uptime < 99.90%: If managed gateway nodes fail to achieve the committed 99.9% uptime within a calendar month due to faults solely attributable to INCONTROL PLUS infrastructure, the client is eligible for a 15% service credit on that month's retainer fee.
- Monthly Uptime < 99.00%: Eligible for a 30% service credit or prorated refund.
- SLA Claim Procedure: Claims must be submitted via email to
support@openbalancer.comwithin thirty (30) days of the incident occurrence, accompanied by incident logs. Approved refunds are credited back to the original Stripe payment method within 5–10 business days.
3. Subscription & Retainer Cancellation
Monthly recurring B2B retainers can be cancelled by either party with a 30-day written notice prior to the next billing cycle. Upon cancellation:
- No further invoices will be generated following the expiration of the 30-day notice period.
- Access to priority 24/7 SLA incident channels and managed monitoring will remain active until the end of the paid billing period.
- Prepaid multi-month retainer packages are non-refundable after the initial 30 days of active service.
4. Invoicing Dispute Resolution & Contact
If you believe an invoice issued via Stripe Invoicing contains an error, please contact our corporate billing department at billing@openbalancer.com / support@openbalancer.com or phone +359 87 725 3017 within 14 calendar days of issuance. We will review the account logs and issue a corrected invoice or credit note if warranted.