Refund Policy

SENSORAP operates as an enterprise Business-to-Business (B2B) Software-as-a-Service (SaaS) platform. Access to our physical-world intelligence platform is provided on a subscription basis. Subscription fees are billed in advance on a monthly, quarterly, or annual schedule as defined during your initial checkout process or strictly governed by your executed Enterprise Service Agreement. By providing a payment method, you authorize SENSORAP to charge recurring fees on the designated billing dates.

The deployment of the SENSORAP platform often involves dedicated engineering resources, custom facility mapping, edge gateway provisioning, and third-party sensor procurement.

• Professional Services: Any fees associated with initial setup, custom integration, or managed onboarding are strictly non-refundable once the deployment or integration process has officially commenced.
• Hardware Procurement: If SENSORAP facilitates the purchase or leasing of edge computing hardware, sensors, or gateways on your behalf, these hardware fees are non-refundable once the equipment has been ordered from our suppliers or shipped to your facility, subject only to valid warranty claims for defective equipment.

You may initiate the cancellation of your platform subscription at any time through the administrative settings in your account portal or by submitting a formal request to your designated account manager.

Upon cancellation, your subscription will not renew at the end of the current billing cycle. You will retain full access to the SENSORAP platform and your data until the current pre-paid cycle completes. We do not prorate the final billing cycle.

Because of the significant infrastructure, compute, and data storage costs associated with provisioning isolated operational intelligence environments and processing high-frequency sensor telemetry, SENSORAP enforces a strict no-refund policy for platform usage.

• We do not provide refunds or service credits for partial months of service.
• We do not provide refunds for periods where your account remains active but unused by your team.
• We do not provide refunds for fluctuations in your sensor volume or data ingestion rates below your contracted tier limits.

Notwithstanding the general refund policy, Customers on an Enterprise tier may be eligible for Service Credits if SENSORAP fails to meet the platform uptime commitments defined in your specific Service Level Agreement (SLA). Service Credits are issued as financial offsets against future billing cycles and are not disbursed as cash refunds. Claims for SLA credits must be submitted in writing within thirty (30) days of the incident.

If you believe a billing error has occurred, you must contact our billing department within sixty (60) days of the disputed charge appearing on your statement. We will conduct a thorough investigation and, if an error on our part is confirmed, we will issue a direct refund or credit to your account. Initiating a chargeback with your financial institution without first contacting SENSORAP may result in the immediate suspension of your platform access.

If your organization has executed a customized Enterprise Service Agreement, Master Services Agreement (MSA), or Statement of Work (SOW) with SENSORAP, the specific cancellation, termination, and refund provisions explicitly detailed in those signed contracts will unequivocally supersede this standard public policy.

For questions regarding invoices, payment methods, SLA credit requests, or cancellation procedures, please contact our billing operations team:

SENSORAP LLC — Billing Operations
Email: support@sensorap.com
Subject Line: Billing Inquiry / Refund Request