Billing and Refund Policy
Version 1.1. Last updated: 11 September 2026.
Published in English, Russian and Uzbek. The English text prevails if the versions differ.
This Policy is part of the Terms of Service and of the Public Offer. It holds the dates and numbers, so that they can be updated with notice without reopening the contract.
1. What you buy
You buy a plan for a period, monthly or yearly. You do not buy a balance, credits or a usage allowance.
Prices and plan limits are published on our pricing page and shown in your account. Prices are stated exclusive of VAT; VAT is not charged, because we apply the simplified tax regime (turnover tax) and are not a VAT payer.
There is no free plan. An organisation that has never paid can sign in and look around, but it cannot send telemetry.
2. Currency and payment method
Your organisation's billing currency is decided by the country you select when you register: Uzbekistan bills in soum (UZS), everywhere else bills in US dollars (USD).
The currency also decides the payment provider, and you do not choose it: soum go through Paylov, dollars go through Polar.
The currency is fixed after your first payment and cannot be changed afterwards. If you picked the wrong country at registration, tell us at support@tracepo.io before you pay for the first time. After the first payment we can only correct it as a mistake, at our discretion, and it may not be possible at all once a subscription exists with the payment provider.
We never see your card details. They are entered on the payment provider's page.
3. Renewal
Your subscription renews automatically at the end of each period, at the price then published, for the same plan and period, unless you cancel first.
Where your payment method supports automatic charging, the provider charges it. Where payment is made manually, we send you a reminder by email before the period ends, with a payment link.
We remind you before each renewal. A paid period is always extended from the end of the previous period, not from the day the payment arrives, so paid-for time is never lost.
4. Cancelling
You may cancel at any time. If you pay in US dollars, cancel in the payment provider's portal, the link to which is in your account. If you pay in Uzbek soum, write to support@tracepo.io and we stop the renewal for you; a request sent at least one working day before the renewal date always takes effect in time.
Cancelling stops the next renewal. It does not end the current period: you keep your plan and your data until the period you paid for runs out.
You may also delete your organisation entirely from the account settings. That is immediate and irreversible, and it deletes your telemetry.
5. Changing plan
Upgrading applies at once. The unused part of your current period is credited against the new plan, calculated from what you actually paid, not from today's price list.
Downgrading applies at the end of your current period. You keep the limits you paid for until then. A scheduled downgrade can be cancelled before it takes effect.
If your current usage exceeds the limits of the plan you want, we will tell you what is over the limit and the change will not go through until you are within it.
6. Price changes
We may change prices. We will tell you by email at least 30 days before a new price applies to you.
A price change never applies to a period you have already paid for. If you do not accept the new price, cancel before your next renewal.
7. If a payment is missed
Nothing is deleted the moment a payment is missed. The timetable is:
| Stage | What happens |
|---|---|
| Period ends unpaid | Grace period starts. Everything keeps working, including telemetry ingestion. We email you a reminder with a payment link. |
| Grace: 14 days for soum, 7 days for dollars | Grace periods differ because dollar subscriptions are charged automatically by the provider, where a delay usually means a declined card, while soum payments are made by hand and need time. |
| Grace ends unpaid | Suspension. We stop accepting new telemetry. Your account, dashboards, alerts and all data you already have stay fully readable, and you can export. We email you, and that email names the exact date your telemetry will be deleted. |
| 30 days after suspension | Telemetry is deleted. This is irreversible. |
So the full time from the last day you paid for until your telemetry is deleted is 44 days if you pay in soum and 37 days if you pay in dollars.
Paying at any point before deletion restores ingestion immediately.
Your account and your organisation are not deleted at any point in this timetable. Only telemetry is deleted. Your settings, dashboards and alert rules remain, so paying later brings back a working workspace rather than an empty one.
If we suspend you for a reason other than non-payment, such as a breach of the Acceptable Use Policy, this timetable does not apply and we will tell you what does.
8. Refunds
We consider refunds on request.
How to ask. Write to support@tracepo.io from the email address on the account, say which payment you mean and why you want it back. We may ask a question or two to understand what went wrong; we do it to fix the problem, not to talk you out of the refund.
How long it takes. Where we approve a refund, we send it back through the original payment provider, to the card you paid with. It takes 1 to 14 working days on our side. Your bank may add time of its own.
Leaving before your period ends. If you cancel in the middle of a paid period, tell us and we will consider refunding the unused part on the same basis. We calculate it from what you actually paid, pro rata to the days remaining.
Where we refund without you having to argue:
- we charged you twice for the same period;
- we charged you after you had already cancelled;
- we could not provide the Service for a prolonged period through our own fault;
- we changed the Terms materially and you told us before the effective date that you do not accept the change (see the Terms of Service, section 8);
- we discontinued the Service.
Where we normally do not refund: a period you have already used, when the Service was working as described.
Your statutory rights. If you are an individual purchasing in the Republic of Uzbekistan, consumer protection law gives you rights that this Policy cannot reduce. Nothing here limits them. Where this Policy and the law disagree, the law wins.
9. Invoices and records
Your payment history is in your account: what you bought, when, how much, and the provider's transaction identifier.
If you need an invoice or a reconciliation document, write to support@tracepo.io: we issue an invoice for payment and a statement of services rendered. We do not issue VAT invoices, because we are not a VAT payer.
10. Changes to this Policy
We may update this Policy. If a change materially affects your rights, we will tell you by email at least 30 days before it takes effect. The version number and date at the top tell you which version you are reading.
"BEATAI LABS" LLC, TIN 312569409, Toshkent shahri, Mirobod tumani, Yuksalish MFY, Kuylik-3 mavzesi, 37-uy, 26-xonadon, Republic of Uzbekistan. support@tracepo.io, +998 (93) 625-24-54