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.
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
If you believe an invoice issued via Stripe Invoicing contains an error, please contact our corporate billing department at support@openbalancer.com within 14 calendar days of issuance. We will review the account logs and issue a corrected invoice or credit note if warranted.