Refund Policy

1. Try first with the free pilot

Every customer can run a free 4 week pilot on one line before paying anything. Accuracy is measured and reported during the pilot, so you can decide with real numbers from your own line.

2. Monthly subscriptions

Monthly plans can be cancelled at any time and stop at the end of the current billing month. Partial months are not refunded.

3. Annual subscriptions

Annual plans can be cancelled within 30 days of the start of the first annual term for a full refund. After 30 days, the plan runs to the end of the term and unused months are not refunded, except where we fail to meet the accuracy or availability levels agreed in writing.

4. Adding or removing lines

Lines added during a billing period are charged pro rata. Lines removed stop being billed from the next billing period.

5. Camera Kit hardware

• Unused kits in original packaging can be returned within 30 days of delivery for a full refund, less shipping.
• Installed kits are covered by the 24 month hardware warranty and are repaired or replaced rather than refunded.
• Kits loaned for a pilot are collected at the end of the pilot unless you choose to buy them.

6. How refunds are paid

Approved refunds are paid to the original payment method within 10 business days.

7. Requests

To ask for a cancellation or refund, use the Lab Desk form with your account email and invoice number.