Terms of Service

The base PilotLight Platform subscription is available on a monthly or discounted annual billing cycle, as selected at signup. Fees are charged in advance at the start of each billing cycle and are non-refundable except as expressly stated in these Terms.

Monthly plans renew automatically each month. Annual plans are billed in full at the start of the 12-month term and renew annually unless cancelled before the renewal date.

Monthly plan changes

You may upgrade or downgrade your plan at any time. When you change plans mid-cycle, we calculate a prorated credit for the unused portion of the current billing period at your old price and apply it toward the cost of your new plan. The net difference (positive or negative) appears as a line item on your next invoice — no cash is refunded to your original payment method. If the credit exceeds the next invoice total, the remainder carries forward to subsequent invoices.

Annual subscription early cancellation

If you cancel an annual subscription before its 12-month term ends, you may request a partial refund calculated as follows:

Refund = Annual amount paid − (N × Monthly list price)

• N is the number of complete calendar months of service you received. Partial months do not count.
• Monthly list price is the standard month-to-month rate for your plan tier that was in effect at the time you subscribed annually.

A positive refund will be credited to your original payment method within 5–10 business days of your cancellation request.

Floor at zero. If the calculation produces a zero or negative amount — which can occur once the value of the annual discount has been fully consumed by the months of service received — no refund is issued and no additional amount is owed by either party. You retain access to the Services through the end of the current annual term with no further charges.

To request an early-cancellation refund for an annual subscription, contact us at legal@pilot-light.net. Requests must be submitted before the annual term renewal date; we cannot issue refunds for terms that have already renewed.

We reserve the right to change the fees for any subscription plan or billing cycle (monthly or annual). We will provide at least 30 days' advance written notice of any price increase by email to the address on your account before the new pricing takes effect.

For monthly subscribers, a price change takes effect at the start of your next billing cycle following the notice period.

For annual subscribers, a price change takes effect at your next annual renewal date following the notice period. The price in effect at the start of your current annual term will not change during that term.

If you do not accept the new pricing, you may cancel your subscription before the effective date in accordance with Section 5. Continued use of the Services after the effective date constitutes acceptance of the updated pricing.

If you subscribe to the SMS add-on, your monthly fee includes a fixed number of outbound and inbound messages (“Included Messages”) as stated at the time of purchase (currently 500 messages per billing cycle). Messages sent or received beyond the Included Messages are billed at a per-message rate that reflects our current carrier cost plus a service margin, as disclosed in your account dashboard.

Carrier Cost Adjustment — Included Message Allotment

The Included Messages are provided at carrier rates in effect at the time your subscription was priced. Carrier pricing (including rates set by Twilio and its underlying network providers) is variable and outside our control. If increases in third-party carrier costs reduce our net margin on the Included Messages below a commercially reasonable threshold, we reserve the right to do one or more of the following:

• Increase the monthly SMS add-on fee;
• Reduce the number of Included Messages per billing cycle; or
• Adjust the per-message overage rate.

We will provide at least 30 days' advance written notice of any such change by email to the address on your account. The notice will state the new pricing or allotment and the effective date.

If you do not accept the revised terms, you may cancel your SMS add-on or your entire subscription before the effective date. You will not be charged the new rate for any billing cycle that began before the effective date. Continued use of the SMS add-on after the effective date constitutes acceptance of the revised terms.

If you enable payment processing, you will connect your own Stripe account to the Services via Stripe Connect. By doing so, you agree to be bound by the Stripe Connected Account Agreement, which incorporates the Stripe Services Agreement. Customer payments flow directly to your connected Stripe account; PilotLight does not hold, custody, or transmit funds on your behalf.

Each transaction is subject to:

• Stripe's processing fee— currently 2.9% + 30¢ per successful card charge for standard US cards. Stripe's rate may vary by card type, country, currency, or your Stripe plan, and is governed by Stripe's own terms.
• PilotLight service fee— currently 1% per transaction, deducted via Stripe's platform fee mechanism.

If Stripe changes its processing rates, we will notify you of any corresponding change to the combined fee with at least 30 days' notice where practicable. The PilotLightservice fee may also be adjusted in accordance with Section 14 (Changes to These Terms).

Chargebacks and Disputes. You are solely responsible for managing payment disputes, chargebacks, and refunds with your customers. PilotLight has no liability for disputed transactions, chargeback fees, or funds withheld or reversed by Stripe. We may, however, provide tooling in the platform to help you respond to disputes.

Stripe Account Deactivation. If Stripe suspends or terminates your connected account, your ability to accept payments through PilotLight will be immediately affected. PilotLight is not responsible for Stripe account decisions.

The following terms apply to all optional add-ons, including the SMS add-on (Twilio Messaging) and any other add-ons we may offer in the future.

Activation

When you enable an add-on, the full monthly fee is charged immediately to your payment method on file. Add-on fees are not prorated. A company that enables an add-on mid-month pays the full monthly fee at the time of activation and receives service through the end of the current billing period. Starting with the next billing cycle, the add-on fee is charged at the beginning of each billing period as part of your regular subscription invoice.

Cancellation

You may cancel an add-on at any time from your account's Integrations page. Cancellation takes effect at the end of your current billing period— you retain access to the add-on's features and any provisioned resources (such as your SMS phone number) through that date.

No refunds are issued for add-on cancellations. Because the full monthly fee is collected at activation (not prorated), no partial-month credit or refund is provided upon cancellation, regardless of how many days remain in the billing period. After the current billing period ends, the add-on fee will not recur.

If your account is closed mid-cycle, any add-on fees already collected for the current period are non-refundable except as required by applicable law.

You are responsible for all applicable taxes, levies, or duties imposed by taxing authorities. We may collect and remit taxes where required by law.