Customer Support

Contact Us

For the fastest response, please include your account email and, if applicable, the invoice ID or order number in your message.

Billing & Subscriptions

Charges on your statement appear as UPTHOS and are processed in USD through Stripe. Stripe automatically emails a receipt to the email address on file at the time of purchase.

Manage your subscription

You can update your payment method, download past invoices, and change or cancel your plan through the account portal at relay.upthos.com. If you can't access the portal, email us and we'll help you directly.

Tax documents and procurement

For W-9 / W-8 forms, MSA review, or other enterprise procurement paperwork, email contact@upthos.com with "Billing" in the subject line.

Refund Policy

We want you to be satisfied with your purchase. Our refund terms are:

• Unused prepaid balance is refundable within 30 days of purchase.
• Consumed API usage and completed consulting hours are non-refundable.
• Approved refunds are returned to the original payment method within 5 business days.

To request a refund, email contact@upthos.com with "Refund Request" in the subject line and include your invoice ID.

Cancellation Policy

You can cancel any active subscription at any time, either through the account portal or by emailing support. There are no early-termination fees.

• Billing stops at the end of the current billing cycle.
• You keep full access through the end of the paid period.
• Cancellation does not automatically trigger a refund; see the refund policy above.

Billing Disputes

If you believe a charge is incorrect, please contact us before disputing with your bank or card issuer so we can resolve it quickly.

• Disputes must be raised within 60 days of the charge date.
• Include the invoice ID and a description of the issue.
• We review and respond within 5 business days.

Frequently Asked Questions

I didn't receive my receipt.

Receipts are sent automatically by Stripe to the email on file. Check your spam folder, or email us and we'll resend it.

Can I change the email on my account?

Yes. Email us from the current account email and let us know the new address you'd like to use.

Do you offer a free trial?

Trial availability depends on the product. See upthos.com or contact us for current options.

I'm reporting a production incident.

For urgent production issues outside business hours, email us with "URGENT" in the subject line. On-call engineers will respond as quickly as possible.