Cancellation, Pause & Refund Policy

1. Pause your plan

If your workload changes, you may request a pause before the next renewal. Submit the request through the customer portal or email [email protected].

• Work queue: While the plan is paused, no new tasks are started. Existing task notes and approved server profiles remain available in the portal subject to the Privacy Policy and applicable retention terms.
• Billing: We will confirm when the pause has been applied to recurring billing. A payment already processed or initiated may cover the current paid period; that period is not prorated or refunded except where required by law or stated in your order.
• Resume: Contact us through the portal or email to resume service. Work resumes after access and service status are confirmed.

2. Cancel a subscription

You may request cancellation at any time through the customer portal or by emailing [email protected]. To prevent the next renewal charge, submit your request at least five business days before the scheduled billing date. Requests received closer to renewal will be processed as soon as practicable; a charge already initiated or processed may apply to the next paid period.

Service continues through the end of the current paid billing period. Cancellation stops future renewals after that period. The $4,000/month Linux Care & Automation Plan and per-server plans are billed monthly; the service-specific enrollment terms or written order identify the applicable scope and rate.

At the end of service, we will coordinate any agreed handoff. Customers should remove OS Assistance SSH public keys from their systems when access is no longer required.

3. Refunds and billing corrections

Monthly plan fees are not prorated or refunded for unused time after a billing period begins, except where required by applicable law or stated in a written order.

4. Onboarding and client-side delays

For a subscription purchased through self-service checkout, billing begins at checkout. Plan service and any SLA response obligations begin only after required portal enrollment and secure SSH access verification are complete.

If onboarding, approvals, or access are delayed on the client side, the billing period remains active. We do not issue a refund for unused time caused by those delays, except where required by law or stated in the written order.

For the $4,000/month Linux Care & Automation Plan, approved in-scope tasks are handled sequentially, with one active task at a time. The next task begins after the active task is completed and the result is reviewed or confirmed.

5. Submit a pause or cancellation notice

Send the request through the customer portal or email. Include the account email and the plan you want paused or canceled. Do not send passwords, private SSH keys, or other secrets.