Refund Policy

1. Who this policy is between

IsItStillUp is operated by Nancy Sahu, Bengaluru, Karnataka, India. Payments are taken by Paddle.com Market Ltd (or, depending on your location, Paddle Payments Limited) as our Merchant of Record — so Paddle appears on your invoice and card statement, and Paddle is who actually moves the money back to you when we approve a refund. See clause 7 of our Terms & Conditions.

2. The 14-day money-back guarantee

If you are unhappy with IsItStillUp for any reason, you can have your first subscription payment refunded in full, provided you ask within 14 days of that payment. We will not ask you to justify it, and we will not make you sit through a save attempt.

• The refund is the full amount charged, including any tax Paddle collected.
• It applies to the first paid subscription an organisation buys — the moment you decide IsItStillUp isn’t the right tool.
• Your subscription is cancelled as part of the refund and your organisation returns to the Free plan. Your data stays where it is; nothing is deleted by a refund.

IsItStillUp also has a genuinely usable Free plan and no card is required to try it, so you can evaluate the product before paying anything at all.

3. How to ask for a refund

Either of these works, and both reach a human:

• Email support@isitstillup.com from the email address on the account (that is how we verify it’s you), with the plan you bought or the date of the charge; or
• Reply to the Paddle receipt you were sent for the payment, which carries the transaction reference.

We aim to answer within one business day and to approve eligible requests the same day. Once approved, Paddle issues the refund to the original payment method — the card or account you paid with; we cannot send it anywhere else. Depending on your bank it typically appears in 5–10 business days, and the amount you receive is the amount charged, in the currency you were charged.

4. Cancelling versus refunding

4.1 Cancelling

You can cancel a subscription at any time, yourself, from the billing page in your dashboard. Cancellation takes effect at the end of the period you have already paid for — you keep everything your plan includes until then, and you are not charged again. We do not pro-rate a part-used period on cancellation alone.

4.2 Renewals you didn’t mean to pay

Subscriptions renew automatically, and sometimes a renewal lands on a team that meant to cancel and forgot. We do not treat that as your problem: if you contact us within 14 days of a renewal charge and you have not made significant use of the Service in that new period, we will refund the renewal in full and cancel the subscription.

4.3 Downgrades

Moving to a cheaper plan takes effect at the end of the current period rather than immediately, so no refund arises. Upgrades are charged pro-rata by Paddle, with credit for the unused part of the plan you were on.

5. Annual plans

Where an annual subscription is offered, the same 14-day window applies to the first annual payment: cancel within 14 days and the whole year is refunded. After that window, an annual subscription runs to the end of its term; you can cancel it at any point to stop the next renewal, and if something has gone badly wrong on our side we would rather discuss a partial refund than lose you quietly — write to support@isitstillup.com.

6. What is not refundable

• Consumed usage-based charges. SMS top-ups and any other metered add-on are refundable only to the extent they are unused. Messages already delivered have been paid for on your behalf and cannot be returned.
• Periods you have used in full. Outside the windows described above, fees already charged for a completed billing period are not refunded.
• Third-party costs you incur elsewhere — your own domain registration, for example — which we never charge you for and cannot return.
• Accounts terminated for a serious breach of the acceptable use rules in our Terms (phishing pages, malware, attacking systems). Fees paid are not refunded in that case.

7. Your statutory rights are unaffected

Nothing here limits rights you have by law. In particular, consumers in the EU and the UK have a statutory 14-day right of withdrawal on distance contracts. Where that right applies it applies in full, regardless of anything in this policy — and where our 14-day guarantee is more generous, you get the more generous one. Consumers elsewhere keep the mandatory protections of their own country.

8. Chargebacks

If you think a charge is wrong, please email us before opening a dispute with your bank. A chargeback takes weeks and freezes the account it relates to; an email to support@isitstillup.com usually resolves the same issue within a day, and we would rather refund you quickly than argue about it through an intermediary.

9. Fair use of this policy

The guarantee is offered in good faith. We reserve the right to decline a refund where the policy is being abused — for example, repeated buy-and-refund cycles by the same person or organisation, or a purchase made solely to obtain a paid feature for a single event. In practice this affects almost nobody, and we will always explain our reasoning if we say no.

10. Contact

Nancy Sahu
Bengaluru, Karnataka, India
Refunds and billing: support@isitstillup.com

You can also raise a transaction with Paddle’s buyer support directly using the details on your receipt; Paddle handles the payment side of every order as our Merchant of Record.