Billing policy
Refunds and cancellation
Sightlock is sold as a monthly subscription with a no-card trial, optional immediate card entry, and an account dashboard for billing and device allowance changes.
Last updated: 23 June 2026. This launch policy should be reviewed before wider commercial rollout.
1. No-Card Trial
The no-card trial runs for one month and does not require payment details at signup. Trial emails include the account licence key and reminder notices before expiry.
If you add card details with the same email address used for the no-card trial, Sightlock is designed to keep the existing account key active and convert the account to a paid subscription.
If no payment method is added before expiry, the trial can end without a surprise charge. A reminder email should be sent about three weeks after signup so customers have roughly one week to decide whether to continue.
2. Monthly Subscription
Paid subscriptions renew monthly through Stripe. Pricing is based on the first active device plus any extra active-device allowance selected at checkout or later through the account dashboard.
3. Cancellation
You can request cancellation through the account dashboard or by contacting support. Where Stripe Customer Portal is available, customers can manage cancellation and payment details directly. Cancellation usually stops future renewals rather than refunding time already used.
4. Device Allowance Changes
Increasing device allowance may update billing immediately. Reducing device allowance requires choosing which active machines to deactivate before the change is applied, so Sightlock does not randomly disable a workstation.
5. Refunds
Refunds are considered case by case. Sightlock will generally consider a refund or credit for duplicate billing, accidental renewal reported promptly, clear activation failure that support cannot resolve, or a billing mistake.
Refunds are less likely where the subscription was used during the billing period, the issue is caused by unsupported third-party data or services outside Sightlock control, or the request is made long after the billing event.
6. Failed Payments
If a payment fails, Stripe may retry payment and Sightlock may keep access available for a short grace period. Continued failed payment can pause or end licence access until billing is fixed.
7. How To Ask For Billing Help
Contact oliver@sightlock.co.nz, email enquiry@sightlock.co.nz, or use the support form. Include the billing email, company name, approximate charge date, Stripe invoice or receipt reference if available, and a short description of the issue. Sightlock is operated from Christchurch, New Zealand.