Subscription Policy

1. Billing cycle

Subscriptions bill in advance on the anniversary of activation, monthly or annually according to the plan selected. The first payment is taken at activation and covers the first full period.

2. Automatic renewal

Subscriptions renew automatically at the end of each billing period at the then-current rate for the plan, unless cancelled before the renewal date.

Annual subscriptions receive a renewal reminder at least thirty days before the renewal date. Monthly subscriptions renew without individual notice.

3. Price changes

Subscription pricing may change with at least sixty days written notice. Changes take effect from your next renewal date, and you may cancel before that date without penalty if you do not accept the new rate.

4. Plan changes

Upgrades take effect immediately with a pro-rata charge for the remainder of the current period. Downgrades take effect from the next billing period; no pro-rata refund is issued for the current period.

5. Cancellation

Subscriptions may be cancelled at any time through the client portal or by written request. Cancellation takes effect at the end of the current billing period, and service continues until that date.

Fees paid for the current period are not refunded, except where the annual pro-rata provision in our Refund Policy applies.

6. Failed payments

Where a payment fails, we retry according to a defined schedule over fourteen days and notify you at each attempt. If payment is not received within fourteen days, service may be suspended. Accounts remaining unpaid after thirty days may be closed, with data exported to you on request.

7. Service levels

Each subscription plan states its response targets and coverage hours. Where a target is materially missed due to our failure, a service credit may be applied on request against the following period.

8. Data on cancellation

On cancellation, your data is retained for thirty days during which you may request a complete export in a standard format at no charge. After thirty days, data is deleted unless a legal retention obligation applies.