Level wants billing outcomes to be fair and understandable. This Policy describes our ordinary customer-service practice. It does not reduce a non-waivable right or a more favorable remedy in a signed Order or applicable law. Capitalized terms have the meanings in the Terms of Service.
1. Billing and Refund Requests
Level ordinarily bills recurring fees in arrears, after Services are provided. Usage-based charges may appear after measurement. Cancellation stops recurring fees after its effective date, but a later invoice may still cover Services or usage before that date.
A Customer may request a refund or credit for any good-faith billing or service complaint. No special wording or category is required. Level’s normal practice is to approve a reasonable request and address the underlying concern.
Requests Level generally approves include a duplicate or unauthorized charge, a charge different from the displayed or agreed price, a charge for a period after cancellation, a reasonable pricing or invoice misunderstanding, and material service failure or dissatisfaction. The list is not exhaustive.
Level may decline or limit a request that is fraudulent or abusive, duplicates a refund already provided, concerns an unrecoverable tax or third-party pass-through cost, is governed by accepted custom work or a different exclusive remedy in a signed Order, or is prohibited by law. Level will consider partial refunds, credits, service extensions, or another fair resolution.
2. Service Interruptions and SLAs
A Customer may complain about downtime, degraded performance, delayed support, or unavailable functionality with or without a service-level agreement. Level will generally provide a fair voluntary refund or credit when a material interruption substantially affected the Customer.
This customer-service remedy is not a contractual uptime promise and does not create or change an SLA. If a signed Order includes an SLA, that SLA applies in addition to this Policy unless the Order states that it is the exclusive remedy.
3. Plan Changes and Separate Orders
An upgrade, downgrade, or Endpoint change takes effect on the date shown in the Services or confirmed by Level. The next invoice should reflect the Services actually provided, including a partial period where applicable. Removing an Endpoint stops its fees after the effective date but does not erase charges already incurred.
A signed Order, Master Services Agreement, or Statement of Work may establish different refund, credit, cancellation, acceptance, or termination terms for the Services it covers.
4. Requesting and Receiving a Refund
Email support@level.io with the workspace, account-owner email, invoice or charge, and a short explanation. Level may request information needed to verify identity, authority, account activity, or the charge. A request does not suspend an undisputed payment obligation.
An approved refund ordinarily returns to the original payment method. If that is not reasonably possible, Level may use another lawful method or issue an agreed account credit. Processing time depends on the payment provider and financial institution. A credit applies only to future Level fees, has no cash value, and may expire as stated when issued unless Level agrees otherwise.
5. Contact
Questions may be sent to support@level.io.