1. Cancelling
You can cancel any plan from the dashboard at any time. Monthly plans stop renewing at the end of the current billing period and the Service remains available until then. Annual plans stop renewing at the end of the annual term.
2. 14-day money-back guarantee
If 9live is not right for you, tell us within 14 days of your first payment on a new account and we will refund that payment in full. This applies once per customer and does not cover add-ons consumed, such as bandwidth overage or engineer hours.
3. Refunds after 14 days
Monthly fees are non-refundable after the guarantee period, except where we have failed to deliver the Service and the SLA credits do not adequately compensate you, in which case contact us and we will put it right.
Annual plans cancelled early are refunded for whole unused months minus the discount received for annual billing, provided the request is made within the first six months of the term.
4. Downgrades
Downgrades take effect at the next billing cycle. We do not refund the difference for the current cycle.
5. Service credits
Credits issued under the SLA are applied to future invoices and are not paid out in cash, except on account closure where the balance exceeds one month's fee.
6. Data after cancellation
Your data is available for export for 14 days after cancellation. After that it is deleted from active systems and expires from backups according to your plan's retention window.
7. How to request a refund
Email support@9live.in from your account email with the invoice number. Approved refunds are returned to the original payment method within 7 to 10 business days.