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1. Subscription Expiration and Grace Period

When a paid subscription expires and automatic renewal fails due to payment issues:
  • Customers will enter a 14-day grace period.
  • During this grace period, full access to clusters and services will be maintained.
  • Customers will be notified immediately about the payment failure and the start of the grace period.

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2. Service Access After Expiration

  • Customers can continue to use their clusters during the 14-day grace period (Month 3 in the example).
  • After the grace period, if payment is not received, cluster access will be restricted.

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3. Cluster Preservation and Deletion Policy

  • After the grace period, clusters will enter a “suspended” state for 60 days.
  • During suspension:
    • Clusters will not be accessible but data will be preserved.
    • Customers can reactivate their subscription at any time to regain full access.
  • If payment is not received within 60 days after suspension:
    • Clusters will be scheduled for deletion.
    • A final 7-day warning will be issued before permanent deletion.

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4. Reactivation Process

  • To reactivate a suspended account, customers must:
    • Update their payment method
    • Pay any outstanding balance
    • Choose a new subscription plan (if desired)

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5. Data Retention and Recovery

  • Data from deleted clusters will be retained for an additional 72 hours after deletion.
  • During this period, customers can request data recovery by contacting support and paying a recovery fee.

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6. Communication Timeline

  • Payment failure: Immediate notification
  • Grace period start: Day 1 notification
  • Grace period end warning: Day 10 notification
  • Suspension notice: Day 14 notification
  • Deletion warning: 7 days before scheduled deletion
  • Final deletion notice: Day of deletion

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7. Prepaid Subscriptions

  • For customers who have paid in advance, the grace period will begin at the end of their paid period.
  • Example: If a customer paid for 2 months, the 14-day grace period would start at the beginning of month 3.

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8. Account Reinstatement

  • Customers can reinstate their account and recover their data at any point before the final deletion, subject to payment of all outstanding fees.