Refund Policy

The short version

• Pro: ask within 7 days of your first Pro payment and we refund it in full.
• Launch: if your app is not live within 48 hours (72 hours for Launch + Secure), we refund you without you having to ask.
• Move: if we cannot verify the new copy or complete the cutover you approved, you get your money back. We do not change or delete your original environment.
• Cloud charges are billed by your cloud provider, not by us, so we cannot refund them.

1. Pro and other plans

• 7-day refund. If Pro is not right for you, ask within 7 days of the first Pro payment on your account and we will refund that payment in full. This applies once per account; a later resubscription is not covered.
• Monthly and yearly. The same rule applies to both: 7 days from the first payment.
• Taxes collected on the payment are returned together with a full refund.
• After 7 days, payments are not refunded, including for unused time in a term.
• Cancelling. You can cancel at any time. You keep your plan until the end of the term you paid for, and it does not renew.
• Where the law gives you more, such as a statutory right to cancel, that right applies.

2. Launch and Launch + Secure

If an eligible Launch misses its delivery window for reasons covered by the guarantee, we start the refund without you having to ask, and email you when it has been submitted.

• When the window starts. When we have working access to your repository, a verified connection to your cloud account, and any configuration the app needs.
• What pauses it. Time spent waiting for you to act, or on a limit set by your cloud provider, such as a new account's server quota.
• How hours are counted. Elapsed calendar hours, including weekends.
• What "live" means. The deployment has completed, the app is healthy, the verified public or provider address is reachable, and we have given you a handoff.
• If we cannot take your order after you pay, because our check shows we cannot deploy the repository, we refund the full fee.

3. Move

• The promise. We build a working copy of your app in your cloud account, verify it, and switch traffic over when you approve.
• If we cannot verify the new copy or complete the approved cutover, we refund the full fee. Move has no fixed delivery window, because the timing of the cutover is your decision.
• Your original environment is not modified or deleted by us. Our database copy only reads from your original database.
• Database rollback. After the cutover, your new database takes new writes that the original does not have. Switching back to the original is therefore not a complete rollback once new writes occur.

4. Pro months included with Launch and Move

Launch and Move include three months of Pro. If a Launch or Move order is refunded, its included Pro months end at the same time.

5. When you need to ask

You only need to ask for a refund in these cases:

• the 7-day subscription refund;
• a billing error, such as a duplicate charge;
• anything else you think we should look at. Other refunds are at our discretion.

Write to hello@thedploy.com (or use the contact form) from the email address on your account, and tell us which payment it is for. If something went wrong with a charge, please contact us before disputing it with your bank. We can usually fix it faster.

6. How refunds are paid

• Refunds go back to the payment method you used, through the same payment processor.
• Most refunds arrive within 5 to 10 business days after we submit them, depending on the payment processor and your bank.

7. What we cannot refund

• Charges from your cloud provider, domain registrar or any other service you connect.
• Taxes collected on a payment, except where they are returned together with a full refund.
• Plan payments after the 7-day window, including unused time in a term.