Subscription Policy

1. Billing cycle

Subscriptions bill monthly in advance from the date of first payment. Your billing date is the same calendar day each month; where that day does not exist in a given month, billing occurs on the last day.

Annual billing is available on request with a discount stated at the time of purchase.

2. Automatic renewal

Subscriptions renew automatically each period until cancelled. This applies to software subscriptions, monthly IT support plans, maintenance retainers and monitoring services.

We send a reminder before any price change takes effect and before annual renewals.

3. Plan changes

Upgrades take effect immediately, with a prorated charge for the remainder of the current period.

Downgrades take effect at the start of the next period, so you retain the higher plan for what you have already paid.

Where your usage exceeds your plan limits we contact you to discuss an appropriate plan rather than restricting service without notice.

4. Cancellation

You may cancel at any time from the client portal or by contacting us. No cancellation fee applies and no notice period is required for standard subscriptions.

The subscription remains active until the end of the paid period. Part-periods are not refunded, as the service remains available throughout.

Retainers with a minimum term, where agreed in a statement of work, are subject to the notice period stated there.

5. Failed payments

Where a payment fails we retry automatically on days 1, 3, 5 and 7 after the failure and notify your billing contact each time.

If payment has not succeeded after the retry sequence, the subscription moves to past due and access may be suspended.

Suspended subscriptions retain your data for 30 days. Payment within that window restores access immediately. After 30 days the subscription is cancelled and data is deleted following the retention schedule in our Privacy Policy.

6. Price changes

We may change subscription pricing with at least 30 days' written notice before the change takes effect on your account.

If you do not accept a price change you may cancel before it applies, and your current period is unaffected.

7. Data export on termination

On cancellation you may request an export of your data in a documented, machine-readable format at no charge. Exports are available for 30 days following termination.

8. Service availability

We target 99.9% monthly availability for Cyntra-hosted subscription products, excluding scheduled maintenance notified at least 48 hours in advance.

Where availability falls materially below target for reasons within our control, service credits are available on request as set out in your plan documentation.