Refund Policy

1. The Short Version

• The trial is free. Ten days, no card, no charge, so there is never anything to refund. It will not turn into a paid plan behind your back either.
• Consumers get 14 days to change their mind. From your first payment you have two weeks to withdraw with no reason given. We keep the days you used and refund the rest.
• Businesses: paid is paid. The ten-day trial is the evaluation period. Once you subscribe we do not refund the fees, and that includes a prepaid year and a prepaid Early Bird six months.
• Cancel whenever you like. You keep everything until the end of the period you already paid for, and we simply stop billing you.
• If the fault is ours, you get money back whatever plan you are on. Clause 15 lists those cases exactly.

Wherever the law gives you rights we cannot sign away, those rights come first. Everything below is how we handle the everyday cases. This policy forms part of our Terms of Service, and for refund questions it takes precedence over them.

2. The Free Trial

Every new workspace gets ten days with the product, counted as ten times twenty-four hours from when you create it, and no payment card is needed. Bring real devices, push real firmware, break real things. That is what the trial is for.

Nothing converts automatically. If you decide Heapwatch is not for you, do nothing and the trial quietly expires. If you want to keep going, you pick a plan and check out yourself. Because no money ever changes hands during a trial, there is nothing to refund when it ends.

This is also the reason the rest of this policy is strict about paid subscriptions. You get a genuine, unrestricted evaluation before you are asked for anything.

3. Are You A Consumer?

This matters, because the 14-day right belongs to consumers, not to a particular plan name. A consumer is a natural person buying outside any trade, business, or profession. Someone paying out of their own pocket to debug a hobby project is a consumer. A freelancer or sole trader buying the same plan for client work is not.

In practice: if you give us a company name or a VAT number at checkout, or you buy a Business plan, we treat you as a business, and by subscribing to a Business plan you confirm you are acting in your trade or business. Personal plans are usually, but not automatically, consumer purchases.

If you are not sure which side of the line you are on, ask us at support@heapwatch.com before you buy. We would much rather answer that question in advance than argue about it afterwards.

4. Your 14-Day Right To Withdraw

If you are a consumer, EU and Slovak law give you fourteen days from the conclusion of the contract, which in practice is your first successful payment, to withdraw without giving any reason and without penalty. We are happy to honour it, and withdrawing is free of charge.

Send a note to support@heapwatch.com from the email address on the account with "Withdrawal" in the subject, plus your workspace name and roughly when you subscribed. The model withdrawal form from Slovak Act 108/2024 works too, if you prefer the formal route. We will confirm that we received it.

One thing to understand up front. Your service starts the second checkout succeeds, which is what you want, but it means you are expressly asking us to begin performing during the withdrawal period. You acknowledge that if you then withdraw, you still owe us for the proportion already supplied. That is the trade-off for getting instant access instead of waiting two weeks.

5. How Much Comes Back

We work it out per day across the period you bought: we keep the share you actually used and refund the rest. Two worked examples.

• Monthly. You are on Personal at €69 a month and withdraw ten days in. We keep 10/30 (€23) and refund 20/30 (€46).
• Yearly. You paid €690 for the year and withdraw ten days in. We keep 10/365 (about €18.90) and refund the rest (about €671.10).

The same per-day method applies to a six-month Early Bird payment. We refund through Stripe within 14 days of receiving your withdrawal notice, as clause 18 describes.

6. After Those Fourteen Days

Once the fourteen days pass, a consumer subscription works like a business one: cancel whenever you like, keep access to the end of the period you paid for, but we do not pay back unused time.

Two things still protect you after the window closes. Clause 15 applies if the fault is ours. And your statutory rights about the quality of a digital service stay in force for as long as the law says, so a genuine defect claim is never time-limited by this policy. See clause 38 of the Terms.

7. Business Plans

Business plans are sold to companies and traders, so the consumer withdrawal right in clause 4 does not apply. By subscribing to one you are telling us you are buying for your business.

That is exactly why the trial exists: ten days to put Heapwatch in front of your firmware team, on real hardware, before anyone approves a spend. After that, subscription fees are not refundable. You can still cancel at any point and you keep full access until the period you paid for runs out.

This does not touch clause 15, and it does not touch your statutory rights as a business buyer if we fail to deliver what we described. "Paid is paid" is about changing your mind, not about us not doing our job.

8. Yearly Plans

A yearly plan means you pay for ten months and get twelve, charged up front as one amount. That saving is the trade-off for committing to the year, and it is the whole reason the yearly price is lower.

So if you cancel in month two of a prepaid year, there is no refund. You keep full access for the rest of the year you paid for, and then it does not renew. We are saying this plainly rather than burying it, because on a plan billed in thousands of euro that is the kind of surprise nobody deserves.

If you are not comfortable with that trade, take the monthly plan. It costs more per month, and you can walk away at the end of any month. Consumers buying a yearly plan still have the fourteen days in clause 4.

9. The Early Bird Offer

Early Bird is a six-month package: you pay the standard monthly price for your plan, charged as six months up front, and in return you get a higher real-time device limit than that plan normally carries. It renews every six months, and the extra devices stay with you while the subscription runs. Full detail is in clause 22 of the Terms.

The refund rule is the same as for a prepaid year: cancelling part-way through a six-month block gets you no refund, and you keep full access, including the higher device limit, until that block ends.

One warning worth repeating here, because it is about value rather than money. Early Bird is one per person, ever. If your Early Bird subscription ends, for any reason, you cannot start it again and the higher device limit is gone for good. Think about that before you cancel it to save a month.

Consumers buying Early Bird still have the fourteen days in clause 4.

10. Cancelling

Open billing in the app and cancel there, use the Stripe customer portal, or email support@heapwatch.com and we will take care of it. No retention gauntlet, no phone call, no form to fill in.

Cancelling stops the next renewal rather than clawing back the current period. You keep everything you paid for until that period ends. The one exception is a consumer withdrawal inside the fourteen days described in clause 4.

When the paid period finally runs out, your data is handled as clause 34 of the Terms describes: we hold it for 30 days so you can export it, then delete it.

11. Upgrading Mid-Period

An upgrade takes effect immediately. You are credited for the time you already paid for on the old plan, so you only pay the difference for the remainder of the current period, and a new invoice is issued straight away. Nothing is lost by upgrading part-way through a month.

12. Downgrading, And A Data Warning

A downgrade takes effect at the end of your current paid period, not immediately. You keep the higher plan until then, and there is no refund of the difference, because you had the use of the plan you paid for.

Export before a downgrade lands. Lower plans have shorter live history and crash history windows. When the downgrade takes effect, data that falls outside the new plan's retention window is purged automatically and cannot be restored by us or by you. This is not a punishment, it is just how retention works, but it catches people out, so we would rather warn you twice than once.

13. Switching Between Monthly And Yearly

Monthly to yearly: we charge the annual amount when you ask for it, and the subscription becomes yearly at the end of your current month.

Yearly to monthly: the change takes effect at the end of the year you already paid for. Early Bird to monthly or yearly takes effect at the end of your current six-month block, and ends the Early Bird offer permanently.

No refund arises either way, because in every case you keep the period you paid for.

14. A Lockout Is Not A Refund Event

If a payment fails, you keep full access for a three-day grace period, then the workspace locks: product access, device ingest, and real-time updates stop, and only sign-in and the billing pages stay reachable.

A lockout is not a cancellation and it is not grounds for a refund of the period it happened in. Fix the payment method and access comes straight back. If you would rather leave, cancel as described in clause 10 and no further invoice is raised.

15. When We Pay You Back Whatever Plan You Are On

"Paid is paid" covers you changing your mind. It does not cover us letting you down. In each of these cases you get back the unused part of whatever you prepaid, calculated per day, on any plan, including a prepaid year and a prepaid Early Bird block:

• we remove or materially reduce a feature your plan was described as including, and you tell us before the change takes effect (Terms clause 30);
• we decide to stop serving you for our own business reasons, which needs 60 days' notice from us (Terms clause 33);
• the service is not what we described, we cannot fix it in a reasonable time, and you end the affected subscription. You can also ask for a proportionate price reduction instead (Terms clause 38);
• something outside anyone's control keeps the service substantially unavailable for more than 30 days and either of us ends the subscription (Terms clause 48).

If we raise your price and you do not want to pay it, you do not need a refund: cancel before the new price applies and your current period runs out normally at the price you already paid.

16. Goodwill

Sometimes the rules above give an answer that is technically right and obviously unfair. A card charged twice because of a botched plan change. A year bought three days before a company folded. Somebody who clearly never used the thing at all.

In cases like that we may refund outside this policy because it is the decent thing to do. Doing it once does not create a precedent, does not give you or anyone else a right to it next time, and is not an admission that we were obliged to. If you think you are in that territory, write to us and make the case.

17. How The Money Comes Back

Refunds go back through Stripe, to the payment method you paid with, wherever that is possible. We do not deduct a handling fee. If the original method no longer works, for example an expired card or a closed account, we will agree another route with you, normally a bank transfer to an account in your name.

Timing: for a consumer withdrawal under clause 4, we send the money within 14 days of receiving your notice. For anything else we start the refund within 14 days of agreeing it. After that it is your bank's own settlement time, usually a few business days, which is out of our hands.

18. VAT And Credit Notes

A refund includes any VAT we charged on the amount being refunded. We issue a credit note for it, and it appears alongside your invoices in the billing area.

If you are an EU business that accounted for the VAT yourself under the reverse charge, the credit note reflects that and you adjust your own return accordingly.

19. Chargebacks: Please Talk To Us First

If a charge looks wrong, email support@heapwatch.com before you call your bank. We answer refund requests, and we can usually sort out a billing mistake the same day.

A chargeback raised without contacting us costs us a fee and takes weeks to resolve through the card networks, so we may suspend the workspace while the bank investigates. If you have already raised one, tell us anyway and we will try to settle it directly and have the dispute withdrawn.

20. Playing Fair

We keep the refund window generous because almost everyone is straightforward about it. If an account is clearly cycling through subscribe-and-refund to use paid capacity without ever paying for it, or creating workspaces to chain free trials together, we will close that account and any related ones.

This never affects a first, genuine change of mind on a first subscription. That is precisely what the window is for.

21. If You Disagree With Us

If you think we have got a refund wrong, make a complaint. We confirm receipt straight away and settle it within 30 days, telling you the outcome in writing, as clause 44 of the Terms sets out.

If you are a consumer and you are still not satisfied, you can take it to alternative dispute resolution through the Slovak Trade Inspection, or to court. Clause 45 has the contact details and clause 46 explains which court. Business customers are covered by clause 47.

22. If This Policy Changes

A new version gets its own permanent URL (for example /refunds/2026-10-05) and /refunds always shows the one in force. Because this policy forms part of the Terms, a change that materially affects you comes with at least 30 days' notice by email and the right to cancel, exactly as clause 5 of the Terms describes. The version that applies to a payment is the one in force when you made it.

23. Talk To Us

Not sure which of the above applies to you? Ask before you buy. We would much rather answer a question than process a refund, and much rather process a refund than have an argument. Write to support@heapwatch.com.

Viktor Jamrich Enterprises s.r.o., Dolná Poruba 10, 914 43 Dolná Poruba, Slovakia, EU