Terms & Refund Policy

Refund Policy

We offer a money-back guarantee on eligible Pulse commercial purchases, running 14 days on self-hosted and Cloud plans and 30 days on MSP plans. If you're not satisfied for any reason, contact us inside that window for a full refund, no questions asked.

Monthly subscription: Full refund within 14 days of initial purchase.
Annual subscription: Full refund within 14 days of initial purchase.
Legacy lifetime license: Full refund within 14 days of purchase.
MSP plans: Full refund within 30 days of initial purchase, monthly or annual.

MSP plans get a longer window because a provider deployment takes longer to stand up and evaluate than a single environment. The window runs from the initial purchase, not from renewal.

Refunds requested after the applicable window are handled on a case-by-case basis. To request a refund on a Relay, Pro, legacy, or Cloud purchase, use our self-serve refund page. MSP refunds are handled directly, so email [email protected] from your purchase email and the provider license is wound down with the refund.

License Terms

A Pulse commercial license, activation key, or subscription grants you the right to use the purchased Relay, Pro, eligible legacy, Cloud, or MSP service features on your own infrastructure or through the hosted service you purchased. A standard self-hosted Relay or Pro subscription covers one owner-operated Pulse environment and includes three activation slots for the primary deployment, migration, and recovery.

You may monitor unlimited systems inside that Pulse environment. Child resources do not create a usage charge.
The three activation slots do not license separate unrelated environments or multiple client environments.
A verified administrator may transfer the license to a new owner through Pulse support.
The license may not be resold, shared, redistributed, or assigned without verification.
Operating Pulse across separate client environments requires an MSP agreement.
An MSP plan covers the client workspace count of the purchased tier. Creating a workspace beyond that count is blocked rather than billed.
MSP licenses are issued for a fixed term and re-issued on renewal. During the refund window an MSP license may be issued for a shorter term than the billing period.
When an MSP license lapses or is refunded, client workspaces fall back to Community behavior after the grace period. Workspace data is retained and core monitoring continues.
We reserve the right to revoke licenses used in violation of these terms.

Subscription Changes and Continuity

Relay to Pro and monthly to annual changes are quoted before purchase and apply after Stripe confirms the prorated payment.
Pro to Relay and annual to monthly changes take effect at the next renewal without proration.
Canceling renewal keeps paid features through the paid-through date. After that, a seven-day recovery-only window remains, without paid capabilities.
A payment failure uses a separate seven-day functional grace period while payment is recovered.
Grandfathered pricing continues only while the same subscription, tier, and billing cycle remain continuously active. Cancellation, lapse, tier change, or billing-cycle change exits the grandfathered price.

Pulse Intelligence Features

Pulse intelligence features (Pulse Assistant and Pulse Patrol) use third-party LLM providers (OpenAI, Anthropic, etc.) via your own API keys. You are responsible for your API usage and any associated costs. Pulse does not store or transmit your data to any servers other than your configured LLM provider.

Open Source

The Pulse core is open source under the MIT license. Optional commercial services add Relay, Pulse Mobile handoff pairing, push notifications, hands-on Pro Patrol modes, issue investigation, verified fixes, history, admin controls, private Pulse Pro builds, hosted convenience, or business workflows depending on the plan you choose. Your purchase supports continued development of both the open source core and Pulse's commercial services.

Privacy

For information about how we collect, use, and protect your data, please see our Privacy Policy.

Contact

For questions about these terms or to request a refund, email [email protected].

Last updated: July 2026
Pulse Monitoring Ltd (Company No. 16939106, England & Wales)