Refund Policy

This Refund Policy explains the terms under which Alt Radius (“we,” “us,” or “our”) offers refunds for subscriptions, licences, and services purchased through altradius.com (the “Service”). By purchasing any paid plan, you agree to this Refund Policy. Please read it carefully before completing your purchase.

1. Overview

Alt Radius is an all-in-one ISP CRM platform covering billing, RADIUS authentication, network management, and subscriber operations. We want every customer to be confident in their purchase, so every plan can be trialled before you commit, and every purchase carries a 14-day right to cancel.

2. 14-Day Right to Cancel

You may cancel any purchase made through altradius.com within 14 calendar days of the original transaction date. The 14-day period begins on the date and time your payment is processed, and you do not need to provide a reason.

Because Alt Radius provisions live infrastructure and issues software licences, what you receive back depends on what has already been delivered to you. Sections 4 and 5 set this out for cloud plans and on-premise licences, and Section 6 covers work carried out by our team. Where nothing has been delivered, you receive a full refund.

3. Trials

Every plan can be trialled before you commit:

• On-premise and self-hosted plans include a free, time-limited trial. No payment is taken, and the trial ends automatically unless you choose to purchase a licence.

• Cloud plans are available on a reduced-cost paid trial for a limited period, after which the plan continues at the standard rate unless you cancel.

Trial lengths and trial pricing are shown on our Pricing page. Because a paid trial is a short, reduced-price evaluation, the trial charge is not refundable once your trial instance has been provisioned; if it has not yet been provisioned, you receive a full refund. Your first full-price charge after the trial is covered by Section 4 in the usual way.

4. Cloud Plans

Cloud subscriptions are billed per billing period. If you cancel within 14 calendar days of a charge, we refund the unused portion of that billing period, calculated from the day your cancellation request reaches us. Days on which your instance was live and available to you are treated as delivered and are not refunded.

This applies to your first purchase and to each renewal charge alike. Paid trial charges are covered by Section 3. If your instance has not yet been provisioned at the point you cancel, you receive a full refund.

5. On-Premise and Self-Hosted Licences

On-premise and self-hosted licences are delivered as software that you install and operate on your own infrastructure. Because that software cannot be returned once it is in your possession, cancellation works slightly differently for these plans:

• Before we release the installation script, Docker image, or licence key, we will ask you to confirm that you want delivery to begin immediately. At that point you acknowledge that your right to withdraw from the purchase ends once download or deployment begins.

• If you have not yet asked us to begin delivery, you may cancel and receive a full refund at any time within the 14-day period.

• If delivery has begun but the software cannot be made to work in your environment, please contact us. We will troubleshoot with you, and if we are unable to provide a working installation we will refund you in full. Please raise any installation problem within 30 days of delivery.

We encourage you to evaluate Alt Radius using the free trial available on our on-premise plans before purchasing a licence.

6. Setup, Migration and Professional Services

Some plans include, and you may separately purchase, work carried out by our team — for example subscriber data migration, instance provisioning, custom domain and SSL configuration, guided onboarding, or extended technical assistance.

Where you have asked us to begin that work during the 14-day period and you then cancel, we will refund your plan as described above and may deduct a proportionate amount reflecting the work already carried out at your request. We will tell you the amount before the refund is issued. Ordinary support enquiries are not deducted.

7. Fair Use and Refund Abuse

We may decline or reduce a refund where there is evidence of fraud, refund abuse, or other manipulative behaviour — for example, repeatedly purchasing and refunding the same plan, creating multiple accounts to extend trial access, or obtaining a self-hosted licence and continuing to operate the software after requesting a refund.

Accounts suspended or terminated for breaching our Terms & Conditions — including misuse, fraud, licence circumvention, or abuse of the Service — are not eligible for a refund.

8. How to Request a Refund

To request a refund, please follow these steps:

1.    Email us at support@altradius.com or use the contact form on our Contact page.

2.    Use the same email address associated with your Alt Radius account.

3.    Include your order or transaction ID. A brief note about your reason is helpful, but not required.

We aim to review and respond to all refund requests within 3–5 business days. Approved refunds are issued to the original payment method.

Purchases made through altradius.com are processed by our authorised payment provider, which acts as Merchant of Record for the transaction. You may also contact them directly about a refund, and they may approve requests independently of this policy.

9. Subscription Renewals and Cancellation

Subscriptions renew automatically at the end of each billing cycle unless cancelled beforehand. You can cancel auto-renewal at any time from your account dashboard. Cancelling stops future charges. If you were charged for a renewal you did not intend, you may request a refund of that charge within 14 calendar days, as described in Sections 2 and 4.

10. Refund Processing Time

Once a refund is approved, please allow 5–10 business days for the amount to appear on your statement. Processing times depend on your bank or payment provider and are outside our control.

11. Chargebacks

If you have a billing concern, please contact us first — we are happy to help, and a refund is usually faster than a dispute. We reserve the right to contest disputes where a refund has already been issued or where there is evidence of refund abuse.

12. Changes to This Policy

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated “Last updated” date. Continued use of the Service after changes take effect constitutes acceptance of the revised policy.

13. Contact Us

If you have any questions about this Refund Policy, please reach out:

Email: support@altradius.com

Website: https://altradius.com/contact