How to cancel
Cancellation is requested in writing by a workspace administrator through the contact form on this website. The request takes effect from the end of the current paid term. Access, alerting and scheduling continue normally until that date, so a cancellation mid-term does not interrupt maintenance work in progress.
Monthly subscriptions
- Cancel at any time before the next renewal date to stop further billing.
- The current month is not refunded, as access continues to the end of that month.
- No cancellation charge applies.
Annual subscriptions
- Cancellation before the renewal date stops the next annual charge.
- Where cancellation is requested within the first thirty days of a new annual term and the workspace has not been materially used, a pro-rata refund of the unused period is available on request.
- After the first thirty days, the annual term is payable in full and access continues until it ends.
Initial setup and onboarding
Where onboarding work has been carried out, such as asset register import, parts list import, configuration sessions or cause-code workshops, the fee for work already delivered is not refundable. Work scheduled but not yet started is refundable in full.
Plan changes
- Moving to a higher plan takes effect immediately, and the difference is charged pro-rata for the remainder of the term.
- Moving to a lower plan takes effect at the next renewal. The difference for the current term is not refunded, because the higher plan remains available until then.
- Reducing site count on a multi-site subscription follows the same rule as a plan reduction.
Machine-count adjustments
Subscriptions are scoped by the number of machines monitored. If you decommission assets and the monitored count falls into a lower band, the reduction is applied at the next renewal. If the count rises above your plan limit, we will raise it with you before any change in fees rather than charging automatically.
Where a refund is appropriate
A refund or credit will be considered where the platform has been materially unavailable for a sustained period that is attributable to us, where a billing error has occurred, or where a charge has been raised after a valid cancellation request was received. Refund requests of this kind should set out the dates and the impact, and we will respond with our assessment.
Where a refund does not apply
- Dissatisfaction with the accuracy of a specific alert or health score, which is decision support and carries a stated confidence level rather than a guarantee.
- Downtime, equipment failure, production loss or cost incurred despite use of the platform.
- Outcomes affected by incomplete, delayed or inaccurate data entry, including runtime, readings, symptom reports or stock counts.
- Decisions taken by your team to defer, decline or modify a suggested maintenance job or reorder.
- Suspension or termination resulting from a breach of the Terms of Service.
- Charges from your own suppliers. We are not party to your purchases and take no fee on them, so any commercial dispute with a vendor is resolved directly with that vendor.
Your data after cancellation
Full CSV export remains available until the end of the paid term, and for a defined wind-down window afterwards, covering the asset register, maintenance history, spare-parts records, downtime events, vendor list and audit history. We recommend exporting before the term ends so the records are in your hands without time pressure.
After the wind-down window, data is deleted from active systems and backup copies age out on their normal rotation. Earlier deletion can be requested, and reinstating a workspace after deletion is not possible.
Processing timelines
Approved refunds are returned by the same method the original payment was made. Once approved, processing on our side is completed promptly, and the time for funds to appear depends on your bank or card issuer.
Raising a request
Cancellation and refund requests are submitted through the contact form on this website by a workspace administrator. Include the facility name and the reason, which helps us resolve the request without a long exchange of emails.