Billing Policy

Plans and renewals

Watchtower is $10 USD per month for one profile. Stronghold is $15 USD per month for one profile. A Keep Expansion is $5 USD per month for each additional profile slot. The checkout page shows the selected plan, quantity, and total before payment. Paid plans and add-ons renew monthly until canceled.

Trials

When the signup page says the New User trial is available, it lasts three days, includes one Watchtower profile, and requires no payment method. A trial does not become a paid subscription unless the customer completes checkout. Trial availability can be paused; when paused, the public site shows an early-access request instead of offering a trial.

Cancellation and access

Customers with a provider-managed subscription can use the Customer Portal to cancel it. Access remains active while the payment provider reports the subscription as active. When the provider confirms cancellation or termination, Castellan removes the related plan and add-on entitlements. Canceling a subscription does not delete paid invoice history or account data.

Payment failures

A failed payment remains visible as an unpaid invoice while the payment provider attempts recovery. Access may continue during the provider's recovery period. If recovery fails and the provider ends the subscription, the related entitlements end when Castellan receives that confirmation.

Refunds

Refund requests are reviewed through Castellan Support. Approved full or partial refunds are returned to the original payment method and recorded against the original invoice. Provider processing times apply. A refund does not by itself cancel a recurring subscription; customers must also cancel the subscription if they do not want another renewal. This policy does not limit any refund or cancellation right required by applicable law.

Account credits

Castellan account credits are non-cash balances issued and applied by Support to Castellan invoices. A partial application leaves the unused balance on the account. Credits cannot be withdrawn, transferred, or exchanged for cash and do not automatically reduce a payment-provider charge unless Castellan shows the credit on that invoice.

Help

Use the Support page in the customer portal for billing, refund, cancellation, or credit questions. Include the invoice number when one is available.