Anchor Uptime offers first-time subscribers to a paid plan an unconditional refund guarantee within 14 calendar days from the date of the first subscription payment.
This excludes the 15-day free trial period. The 14-day guarantee applies only to the first paid subscription payment and does not take into account how many days of the trial period are used or how many features are used during the trial.
14-Day Return Policy
Return window
14 days from the date of the first paid subscription payment
Scope
Initial subscription payment only (renewal payments excluded)
Relation to the trial period
15-day free trial is a separate process; the guarantee starts from the date of payment
Method
Refund to the card/method paid through Paddle infrastructure
Duration
5-10 working days from approval (bank processing time)
Condition
None - unconditional
02Return Cases
First subscription - within 14 days
Requests made within 14 days from the date of the first paid subscription payment are accepted unconditionally. A 15-day free trial is excluded from this period.
Double payment (technical error)
In cases of double collection due to Paddle or bank infrastructure, the overpayment will be refunded in full.
Prolonged service interruption (72 hours)
Proportional credit or refund will be considered for service interruptions caused by Anchor Uptime and exceeding 72 hours without interruption. Each case is reviewed separately.
Unauthorized operation
If a payment is detected through your account that does not belong to you, a full refund will be issued after verification.
03Non-Refundable Cases
14-day out-of-window requests
No refund will be made if more than 14 days have passed since the first subscription payment. Renewal payments cannot be considered within this scope.
Automatic renewal payments
Automatic renewal fees at the beginning of the term are non-refundable. You must cancel in advance to avoid the next renewal.
Termination for breach of Terms of Use
No refunds will be given if your account is closed as a result of violating the Unacceptable Use clause.
Requests based on non-use
Reasons such as "I did not use the service" or "I no longer need it" do not constitute a return, except for the 14-day warranty.
Plan downgrade
In case of switching to a lower plan, no refund will be made for the remaining period; the new plan will be applied from the next billing period.
04Subscription Cancellation
You may cancel your subscription at any time. Cancellation does not instantly stop the subscription; your access to the Service will continue until the end of the current payment period.
Cancellation Methods
1
Cancel via panel
In the dashboard, follow Account → Billing → Cancel Subscription. The action will be applied instantly and the subscription will end at the end of the period.
2
Paddle customer portal
You can cancel by accessing the Paddle customer portal via the "Manage Subscription" link in the Paddle billing email.
3
Support request
If you cannot access the Panel or Paddle portal, write to [email protected] and we will process the transaction within 1 business day.
Cancel before renewal.
A cancellation request made after the renewal date has passed does not include a refund for that period. If you want to avoid renewal for the next semester, cancel at least 24 hours before the renewal date.
05Plan Amendment
Upgrade
When upgrading to a higher plan, the difference is charged immediately in proportion to the remaining days of the current period. The new plan features are active immediately after collection.
Downgrade
There is no fee for switching to a lower plan and no refund for the remaining period. The new plan is activated at the end of the current billing period. Limits in the new plan (number of sites, control interval, etc.) are automatically applied at the end of the period.
06Service Deduction and Credit
Service interruptions caused by Anchor Uptime and exceeding 72 hours without interruption will be included in the evaluation process. One of the following can be offered as compensation:
Service credit charged to the account (deducted in the next billing period),
Proportionate refund (case-by-case assessment).
Interruptions caused by the infrastructure provider, DDoS attack or force majeure cannot be considered within this scope.
07EU/UK Distance Selling and Right of Withdrawal
Consumers residing in the European Union or the United Kingdom have the right of withdrawal within 14 calendar days under distance selling legislation.
For digital content and SaaS services, the right of withdrawal may expire upon subscription activation, provided that the user has given his/her explicit consent and declared that he/she waives the right of withdrawal. This consent is obtained during the Paddle checkout process.
In cases where this approval is given, the right of withdrawal cannot be exercised; however, it is possible to cancel the subscription. After cancellation, access to the service will continue until the end of the current payment period; no refund will be made for the remaining period.
Paddle manages these processes in accordance with EU and UK consumer protection legislation. For details: paddle.com/legal/buyers
08Return Process - Step by Step
1
Submit a request
Write to [email protected] at your registered e-mail address, stating the reason for your return and your Paddle invoice number (if applicable).
2
Review
Your request will be evaluated within 2 business days. If additional information is required, you will be contacted.
3
Operation via Paddle
Approved refunds are initiated through the Paddle infrastructure. Depending on your payment method, your money will be reflected in your account within 5-10 business days.
4
Notification
An automatic email will be sent by Paddle after the return has been approved. You will also receive a notification when the return is complete.
You can apply directly to Paddle.
Paddle, as Merchant of Record, is the legal custodian of the return process; the return decision and process is carried out through Paddle's infrastructure. Anchor Uptime coordinates the process by forwarding the request to Paddle. You can also contact Paddle directly at paddle.com/help.
09Contact
Contact us for returns, cancelations or billing issues:
