Refunds · Sitekeep

This policy explains how billing, cancellations, and refunds work for Sitekeep, operated by Tilak Kumar G, sole proprietor trading as TurtleByte. It forms part of our Terms of Service.

We publish our pricing openly and want the same clarity here: no hidden terms, no retention gauntlet to cancel.

1. How Billing Works

Subscriptions are billed in advance on a per-seat basis, counting technician and administrator accounts, monthly or annually.
People who submit requests through your public request portal need no account and are never billed — there is no limit on how many there are.
Subscriptions renew automatically until cancelled.
Prices are set per country. You are charged in the currency shown at checkout for your location, and all fees are exclusive of applicable taxes.
A refund is issued in the currency you were charged in, to the payment method you paid with. Section 9 covers conversion and bank fees, which we cannot refund.

2. Free Trial

New accounts may start a 14-day free trial. No charge occurs during the trial. If you cancel before it ends, you are never billed. If you do not cancel, the subscription converts to paid at the plan you selected and your payment method is charged.

We email the account owner before a trial converts and before an annual subscription renews, so that a renewal is never the first you hear of it.

Because a full-featured trial is available before purchase, we encourage you to evaluate the Service during the trial rather than relying on a post-purchase refund.

3. Money-Back Guarantee (First Purchase)

If you are not satisfied with your first paid subscription payment, request a refund within 30 days of that charge and we will refund it in full. This applies once per organization and covers the initial charge only, not renewals.

The lookback window in Section 9 does not cut this guarantee short.

4. Monthly Subscriptions

You may cancel at any time from Organisation → Billing.
Cancellation stops future renewals. Your subscription remains active until the end of the current billing period.
We do not provide partial or prorated refunds for unused time in a monthly period.

5. Annual Subscriptions

If you cancel an annual plan, it remains active through the end of the paid year.
Outside the money-back window in Section 3, annual fees are non-refundable, except as described in Sections 7 and 8, or where required by law.
On request, we will consider a prorated credit toward a future subscription in place of a refund.

6. Adding and Removing Seats

Adding seats mid-cycle: charged prorated for the remainder of the current period.
Removing seats: takes effect at your next renewal. We do not issue mid-cycle refunds or credits for removed seats, so plan seat counts at renewal.
Downgrading a plan tier: takes effect at the next renewal; no refund of the difference for the current period.

7. Service Issues

If a defect or extended outage materially prevents you from using the Service and we cannot resolve it within a reasonable time after you report it to [email protected], we will issue a prorated refund or service credit for the affected period. This is an exception to Section 12 of the Terms of Service, which does not otherwise guarantee uptime. Contact us first — most issues are fixed faster than a refund can be processed.

8. Changes to Terms, Pricing, or Subprocessors

If we materially change our Terms of Service or increase your price and you do not accept the change, you may cancel before the change takes effect and receive a prorated refund of prepaid, unused fees.

The same applies if you object, on reasonable data-protection grounds, to a new subprocessor we have given notice of under Section 7 of the Privacy Policy, and we cannot resolve your objection.

9. Not Eligible for Refunds

Charges older than 90 days — except a refund owed under Sections 3, 7, or 8, and except as required by law. This window is never shorter than the guarantee period in Section 3.
Accounts terminated by us for breach of the Terms of Service.
Fees for periods during which the Service was available and accessible but simply unused.
Third-party charges, taxes already remitted to authorities, or currency conversion and bank fees.

10. How to Request a Refund

Email [email protected] from the address on the account with:

Your organization name and account email
The invoice number or charge date
A brief reason for the request

We respond within 3 business days. Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.

11. Cancelling Your Account

Cancel any time in Organisation → Billing — no phone call or email required. Cancelling takes effect at the end of the period you have paid for, and your organization then moves to the free plan.

You keep your data. We do not delete anything because you stopped paying. What changes is what you can do: paid features stop, and if you have more members than the free plan allows you will need to deactivate some before inviting anyone new. You can export everything at any time from Organisation → Exports, whichever plan you are on.

If you want your data removed rather than kept, an organization owner can ask us to delete the organization — see Section 9 of the Privacy Policy, which describes the 7-day hold, what is removed, and the little that is kept. That is a deliberate act and nothing else triggers it.

The copy of your data held on each mobile device is removed when that device signs out or the application is deleted from it.

12. Chargebacks

If you have a billing concern, contact [email protected] first — we would rather resolve it directly. Filing a chargeback without contacting us is a ground for immediate suspension under Section 16 of the Terms of Service, until the dispute is resolved.

13. Statutory Rights

Nothing in this policy limits any non-waivable rights you have under consumer protection law in your jurisdiction. If you are a public entity, Section 19 of the Terms of Service applies to automatic renewal.

Questions: [email protected] · Tilak Kumar G, sole proprietor trading as TurtleByte · 2nd Floor, No. 17, 7th Main Road, Bengaluru, Bengaluru Urban, Karnataka 560038, India