Billing, cancellation & refunds

1. Before subscriptions begin

NinePane is currently in a technical preview and is not accepting subscription payments. This policy will apply when checkout is enabled and may be updated before launch.

2. Monthly subscriptions

• Core and Pro are planned as monthly subscriptions priced in United States dollars.
• The price, billing frequency, applicable taxes, and material renewal terms will be shown before payment details are submitted.
• A subscription renews each month until it is canceled. NinePane does not currently plan to offer a free trial.
• Payments will be processed by Stripe or another identified payment provider. NinePane will not store full card numbers.

3. Cancel anytime

You may cancel online from your NinePane account at any time without speaking to support. Cancellation prevents the next renewal when completed before the next billing date. Your account and paid features continue working until the end of the current paid billing period, after which the subscription ends and you will not be charged for another period.

4. General refund rule

Processed subscription charges are normally non-refundable, including for unused time, partial billing periods, account inactivity, or a decision to stop using the service. This rule does not restrict refunds or cancellation rights required by applicable law.

Billing errors, duplicate charges, or charges made without authorization are reviewed separately and do not require a technical-issue video.

5. Technical refund review

A refund for a claimed technical failure is a discretionary exception that must be reviewed and approved. Submit the request promptly after the affected charge and include all of the following:

1. The email address used for the NinePane subscription and the date of the charge.
2. The reason you are requesting a refund.
3. The affected feature, pane numbers, approximate date and time, device, operating system, and browser.
4. Clear written steps showing what was attempted, what was expected, and what occurred.
5. Clear screenshots or images showing relevant error messages, blank panes, failed controls, or other visible symptoms.
6. A screen-recording video that reproduces and clearly demonstrates the issue from start to finish.

6. Resolution comes first

NinePane will document the reported symptoms, attempt to reproduce the problem, explain likely causes, and provide reasonable steps to restore the affected paid feature. The subscriber must reasonably cooperate with safe troubleshooting and test the proposed resolution.

Refund approval may consider whether the issue is reproducible, whether it materially prevented use of a paid NinePane feature, whether NinePane could restore service, and whether the problem came from NinePane rather than a third-party platform, account restriction, verification requirement, unsupported device, local network, or subscriber configuration.

7. Decision and payment

If a refund is approved, NinePane will describe the decision and issue the approved amount to the original payment method. Bank and payment-network processing times are outside NinePane's control. A denial will include a concise explanation of the reason and any remaining resolution steps.

8. Contact

Send billing or technical-review requests to billing@ninepane.com. Do not attach sensitive credentials or payment details.