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Refund Policy

This page explains how FirePhage handles billing disputes, subscription cancellations, manual sales exceptions, and refund requests for managed protection plans.

Terms Privacy Refunds Acceptable Use Contact

Last updated: March 17, 2026

1. Overview

FirePhage sells subscription-based protection and traffic services. Because account setup, onboarding time, infrastructure reservation, and support effort may begin immediately after purchase, refunds are not automatically guaranteed.

2. Self-serve subscriptions

For standard self-serve plans purchased through Stripe, customers may cancel future renewal at any time. Cancellation stops future billing, but it does not automatically create a refund for charges that have already been processed.

3. Early-stage exceptions

If you were charged recently and FirePhage has not yet materially delivered the paid service for your site, you can contact FirePhage to request a review. FirePhage may choose to issue a full or partial refund where appropriate, especially in obvious setup-error or duplicate-charge cases.

4. Non-refundable cases

Refunds will generally not be provided for:

  • partially used billing periods;
  • changes in traffic volume, usage, or request overages after the service was already active;
  • customer-side configuration mistakes after onboarding guidance was provided;
  • account suspension caused by abuse, policy violations, or unpaid invoices;
  • custom sales agreements that explicitly state different commercial terms.

5. Overage and usage billing

If your plan includes usage-based billing or request overages, those charges reflect measured traffic processed by FirePhage under the plan terms. If you believe a usage charge is incorrect, contact FirePhage promptly so it can be reviewed.

6. Manual and enterprise agreements

Custom plans, invoiced customers, and enterprise agreements may have separate commercial terms. Where a signed order form, proposal, or negotiated agreement exists, that agreement controls over this general refund policy.

7. How to request review

For refund review, billing disputes, or duplicate-charge questions, email billing@firephage.com with your organization name, billing email, site/domain, and a short description of the issue.