Winding up, and the cases where money travels back.

The short answer

Charging runs monthly, a month ahead. Wind up whenever you choose, service holds until the paid month closes, and part months do not normally come back. Where a fault is genuinely ours we fix it instead of pointing at this page.

How a billing month behaves

Subscriptions start on checkout day and renew on that date monthly. Every renewal buys the month ahead, never the month just finished.

Stripe apportions any line added or count raised part way through. A count lowered or a line dropped waits for the next renewal, with the current month finishing as usual.

Winding a subscription up

The billing panel inside the bench book does it. So does a note, actioned by an engineer the same working day. Notice periods are absent, so are exit fees, and nobody telephones to argue.

Service ends when the paid period closes. Agents fall silent, cover stops, and spares held on your behalf follow whichever retention gets confirmed to you in writing at that moment.

When money does come back

A few situations only ever have one honest answer, so writing them out beats settling each on the day.

• Anything charged twice, or charged once a wind up had been confirmed.
• A line billed at the wrong count through an error on our side.
• A line paid for and never successfully provisioned by us.
• Any charge you never authorised, once it has been looked into with you.

When it does not

The opposite half deserves saying out loud now instead of being discovered later.

• Part months following a mid month wind up, the month having been taken ahead.
• Lines provisioned and sitting ready, into which nothing was ever enrolled.
• Months already elapsed on a subscription nobody recalled. It stops the day you ask, and no backdating happens.
• Vendor outages beyond our reach, which belong to a service credit conversation and not to a refund.

Cards that stop working

Stripe retries a failed renewal on its own timetable, and the bench book marks that subscription overdue. Email arrives well before anything gets switched off.

Unpaid for long enough, lines are suspended and eventually wound up. A bounced payment destroys nothing on its own, and reaching a person always comes first.

Before you call your bank

Write here first. A chargeback runs for weeks, freezes the account meanwhile, and usually resolves something that would have been put right the same afternoon. If a charge is wrong we say so and correct it.

Putting the question

Address it to support@servicetrustcyber.com with the address on the account, roughly the week that charge turned up, and where you believe it went wrong. Somebody reads that. Two working days settles most, and where yours needs longer you hear about it rather than sitting in silence.