How we handle subscriptions, currencies, upgrades, payment failures and your data during billing transitions.
EndLock Vault services are billed on a recurring monthly basis starting from the day you subscribe. Your billing date is set to the same day each month. If your billing date falls on a day not contained in a given month (for example the 31st), you will be billed on the last day of that month.
Your invoice is issued on your billing date and your saved card is charged the same day. A copy of each invoice is emailed to you and is always available in your client portal. Your subscription renews automatically each month until cancelled.
All prices are displayed on our pricing page in USD as the base currency. During checkout, you may select your preferred billing currency from the following options: USD, CAD, EUR, GBP, AUD, SGD and ZAR.
The currency you select at the time of your first order becomes your account billing currency and is fixed for all future invoices. This ensures your monthly amount remains consistent and predictable.
Exchange rates used for non-USD currencies are set periodically and reviewed to remain fair relative to the USD base price. Prices in your selected currency are displayed on the checkout page before you confirm your order.
Your billing currency is locked to the currency selected at account creation. If you need to change your billing currency, please contact our support team — this requires creating a new account in your preferred currency.
Upgrades: When you upgrade your plan, you are invoiced for the price difference, prorated for the remainder of your current billing cycle. The upgrade takes effect once that invoice is paid, and your vault is resized without affecting your existing backups.
Downgrades: Plan downgrades take effect immediately and your vault is resized without affecting your existing backups. No charge is raised and no credit is issued for the remainder of the current cycle. Your new monthly rate applies from your next billing date.
Two limits apply. Your registered devices must not exceed the new plan's device limit — manage or revoke devices from your client portal before downgrading. And the data already in your vault must fit within the new storage allocation: because backups are held under immutable object lock, space is not released until the retention period expires, so a plan smaller than your current usage will be unavailable to select.
If a payment fails, the following happens automatically. Resolving payment at any point restores your account immediately.
You are notified by email that the payment did not go through. Your vault remains fully active — backups continue and restores are available.
A second reminder is sent with instructions for updating your payment method from your client portal.
Your service is suspended and a late fee of 10% is applied to the outstanding invoice. Backups stop, and you will not be able to sign in to the backup agent or restore your data until payment is resolved. Your data is not deleted — it remains in your vault, encrypted and intact.
We automatically retry the payment against your saved card. If your card details have changed, updating them in your portal will resolve this sooner.
A final notice is sent setting out the termination date.
The account is terminated and the vault is decommissioned. Stored data is purged as its immutable retention period expires and is not recoverable after that point.
From day 7, suspension prevents restores as well as backups — the backup agent will sign out and report the account as suspended. If you need access to your data, resolve the outstanding payment first and access is restored immediately. We would rather you knew this in advance than discovered it during an emergency.
You may cancel your subscription at any time from within your client portal — no phone call, no cancellation fee and no retention team to navigate.
When cancelling you have two options. Immediate cancellation — your vault is decommissioned straight away and you lose access to it. End of billing period — your vault remains fully active until the end of your current billing cycle, after which it is decommissioned.
We strongly recommend restoring or exporting any data you wish to keep before submitting a cancellation request. Once a vault is decommissioned it cannot be reopened.
Because your backups are written under immutable object lock — the same mechanism that protects them from ransomware — stored data cannot be erased on demand. Following decommissioning, your data remains encrypted and inaccessible until its retention period expires, after which it is permanently purged. Reinstating a subscription after cancellation provisions a new, empty vault: data from a cancelled vault is not recoverable.
Payments are non-refundable. Refunds are not available for partial billing periods, unused storage, plan downgrades or cancellations mid-cycle.
If you believe you have been charged in error, contact our support team and we will investigate and correct genuine billing mistakes.
Prices displayed on our pricing page are exclusive of applicable taxes. VAT, GST or sales tax may be added to your invoice depending on your billing address and local tax regulations. The applicable tax amount, if any, will be displayed clearly on your checkout page before you confirm your order.
If you are a VAT-registered business, you may provide your VAT registration number during checkout to apply for tax treatment where permitted by law. Contact our support team if you require assistance with tax documentation.
Your card is stored securely by our payment provider and charged automatically each billing period. You can add, replace or remove cards at any time from Payment Methods in your client portal.
If the card on your account expires, we will use another valid card on your account where one is available. We recommend keeping at least one current card on file so that renewals are not interrupted.
All invoices are available from your console — click View Invoices. Invoices are issued automatically on your billing date and sent to the email address on your account.
The price shown at checkout is what you pay. Licences, storage and software are all included, and restoring your data carries no egress or download fees.
Your billing currency is locked at account creation. Your monthly amount stays consistent — no exchange rate surprises.
Renewals charge automatically. If a payment fails, your service is suspended after 7 days — including restores.
Your data stays in the vault for 30 days after a failed payment. Resolving payment restores access immediately.
Cancel any time from your portal. No phone calls, no retention team, no cancellation fee.
Need a formal quote or purchase order based billing?
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No long-term contracts. No hidden fees. Cancel any time. Choose the plan that fits your needs.
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