Refund Policy

1. General Policy

threshold1 offers subscription-based SaaS authentication services billed on a monthly basis. Due to the nature of software services, all fees paid are generally non-refundable. However, we evaluate refund requests on a case-by-case basis and strive to treat customers fairly.

2. Eligibility for Refunds

You may be eligible for a refund in the following circumstances:

• Service Outage: If threshold1 experiences a significant, verified service outage that materially affects your production application and breaches our published uptime commitment, you may request a pro-rated credit or refund for the affected period.
• Billing Error: If you were charged incorrectly due to a billing error on our part, we will issue a full refund for the erroneous amount.
• Duplicate Charge: If you were charged more than once for the same billing period, we will refund the duplicate charges.

3. Non-Refundable Items

The following are not eligible for refunds:

• Partial months of service — subscriptions are billed for the full billing period
• Overage charges for MAU (Monthly Active Users) that exceeded your plan limits
• Fees paid under annual or custom enterprise contracts, unless otherwise agreed in writing
• Charges for accounts that violated our Terms of Service

4. How to Request a Refund

To request a refund, contact us via our contact page with:

• Your account email address
• The charge date and amount
• The reason for the refund request

We aim to respond to all refund requests within 5 business days.

5. Cancellations

You may cancel your subscription at any time from your account dashboard or by contacting support. Cancellation takes effect at the end of the current billing period. You will retain access to the Service until the end of the paid period. No refunds are issued for cancellations mid-period.

6. Contact Us

For refund-related questions, contact us via our contact page.