Legal
Refund Policy
When fees are refunded or credited, and how to ask.
01 Try before you pay
Every new account starts with a 30-day free trial on one building, so no payment is taken before you have used the service on a real building.
02 Monthly plans
Monthly fees are charged in advance and are not refunded for a part month. If you cancel, access continues until the end of the paid month and no further charges are made.
03 Yearly plans
If you cancel a yearly plan within the first 30 days of the first paid year, we refund the full yearly fee. After 30 days, yearly fees are not refunded, and access continues until the end of the paid year.
04 Removing buildings
Buildings removed during a billing period stop being charged from the next period. Fees already paid for the current period are not refunded, but on yearly plans the unused months are credited against future invoices.
05 Service credits
If monthly availability of the web platform falls below 99.9 percent, excluding announced maintenance, the account receives a credit of 10 percent of that month's fee for each full 0.5 percent below target, up to 50 percent.
06 Add-ons
Recurring add-ons such as sensor gateways and extra storage follow the same rules as the plan they are attached to. QR tag packs are refunded only if they arrive damaged or wrongly printed and are reported within 14 days.
07 How to request a refund
Account owners can request a refund through the Facility Desk page, giving the account email and invoice number. Approved refunds are returned to the original payment method within 10 business days.