Refund and cancellation policy
Version 2026-10-31. Last updated: October 31, 2026.
This policy is part of the Terms of Service.
Automatic renewal
Every Lantern plan is a subscription that renews automatically at the end of each billing period (each month or each year, depending on the plan you chose) until you cancel. At each renewal we charge the card on file for the next period at the price then in effect for your plan and number of sites. For annual plans we email account owners a reminder at least 30 days before each renewal. We give at least 30 days' notice by email before a price change applies to you.
Cancelling: stopping renewal
You can cancel at any time in your account at account.lanternnms.com: sign in, choose Manage billing, then cancel your plan. If you cannot sign in, email support@lanternnms.com from your account's email address and we will cancel it for you.
- The cancellation takes effect at the end of the current billing period. The billing portal shows that date when you cancel, and we email account owners to confirm it.
- Your service continues until then, and no further payments are taken.
- You can undo the cancellation in Manage billing at any time before that date.
Three different things
- Cancelling stops a subscription from renewing. Your account stays open.
- When the subscription ends, a cloud portal becomes read-only for 30 days and is then deleted; a self-hosted license runs on for its 30-day grace period. See below.
- Closing your account removes your Lantern account itself: once you have no active subscription, an owner emails support@lanternnms.com and we close it and delete its personal data, apart from the records the Privacy Policy says we must keep, such as invoices.
Refunds
Payments are non-refundable. When you cancel, your plan runs to the end of the period you paid for and is not renewed. This includes the cloud plan during early access; the Terms of Service describe what early access includes. Unused time on an annual plan is not refunded.
We do refund:
- charges made in error, including duplicate charges and charges after a cancellation took effect: tell us within 60 days of the charge;
- the unused part of a prepaid period if we stop offering your plan or the service before that period ends, or if you end a cloud subscription because you object to a new subprocessor under the Data Processing Addendum;
- any refund the law requires.
Refunds go back to the original payment method through Stripe. Email support@lanternnms.com from your account's email address.
Changing sites or plans
You can change the number of sites, or switch between monthly and annual billing, in Manage billing. Changes take effect at once and are invoiced at once: adding sites charges the difference for the rest of the current period; removing sites gives a credit that is used on your later invoices, not a refund. Switching between monthly and annual billing starts a new billing period, charged at once, less a credit for the unused part of the old one. Credits do not expire while your account is open and are not paid out in cash.
There is no uptime commitment or service credit scheme during early access.
When a payment fails
Stripe retries a failed payment over a period of up to about four weeks, and we email you. If it still fails, a cloud portal is suspended (locked) until the balance is paid. Your collectors keep their data on site in the meantime, and a suspension does not delete anything.
What happens to your data after a subscription ends
- Cloud: your portal stays available read-only for 30 days; if you want a copy of its data, ask us during that time and we send it to you. After that the portal and its database are deleted, and copies in our backups expire within 30 days. Data on your collectors and your own backup destinations is yours and is not affected. Your portal name stays reserved for 90 days.
- Self-hosted: the appliance and its data stay on your hardware; we never delete them. Your license runs for 30 days after the end of the last period you paid for, then you must stop using the software in production. Downloads and updates stop when the subscription ends.
Contact
BEPA Ventures LLC (Lantern), 5900 Balcones Dr, Ste 100, Austin, TX 78731, USA. support@lanternnms.com