Refund Policy

Our billing and refund terms are primarily governed by the specific Enterprise Agreement or Master Service Agreement (MSA).

Refund Policy

Last updated: July 31, 2026

1. Enterprise Agreements

As a B2B enterprise SaaS provider, our billing and refund terms are primarily governed by the specific Enterprise Agreement or Master Service Agreement (MSA) signed between Lona and your organization.

2. Standard Subscription Refunds

For self-serve or standard tier subscriptions (if applicable), we do not offer prorated refunds for mid-billing cycle cancellations. You will retain access to the platform until the end of your current billing period.

3. Implementation Fees

One-time implementation, onboarding, or custom development fees are non-refundable once the work has commenced, as these cover the dedicated time of our solution architects and engineers.

4. Service Level Agreement (SLA) Credits

If we fail to meet our guaranteed 99.99% uptime SLA, you may be eligible for service credits rather than direct refunds, as detailed in your MSA. These credits will be applied to your next billing cycle.

5. Disputed Charges

If you believe there has been an error in billing, please contact our billing department at [email protected] within 30 days of the invoice date so we can investigate and correct any discrepancies.