Refunds and cancellation

Version: 1.0 · Effective: on publication · This policy summarises the SteelSync Subscription Agreement (sections 2, 3, 4, 5 and 9) and the Pilot Terms. Where the two differ, the agreement a customer accepted governs.

Pilots

A pilot is free. Either side may end it at any time, for any reason, by written notice (an email is enough). Nothing is owed and nothing is refunded, because nothing was charged. Pilot data is handled as described under “Your data when it ends” below.

Cancelling a subscription

• At the end of the term. A subscription runs for twelve months and renews only when the customer accepts the renewal. Not accepting it ends the subscription at the end of the term.
• Early, for convenience. A customer may cancel at any time on 30 days’ written notice to support@ironbridgesystems.co. Fees accrued to the cancellation date are payable.
• If IronBridge cancels for convenience. IronBridge may end a subscription on 90 days’ written notice and refunds any prepaid fees for the period after the end date.
• For cause. Either party may end the agreement if the other materially breaches it and does not put it right within 30 days of notice.

Refunds

• Recurring fees are invoiced in advance on the first of each month. Fees already paid for a prepaid period are not refunded when the customer cancels early, except where IronBridge ends the subscription for convenience, as above.
• A new subscription starts on the first day of the month after acceptance, so no fee is charged for the days before it.
• Adding or removing a location or connector mid-month is prorated on the next invoice rather than refunded.
• An invoice the customer believes is wrong should be disputed in writing within 30 days of the invoice date; we correct our mistakes with a credit or a refund to the original payment method.
• Professional services are billed as the work is performed, with the customer’s prior approval of the work, and are not refundable once performed.

Late payment and suspension

Invoices are due 30 days from the invoice date. If one stays unpaid, reminders go to the billing contact on about the 1st, 7th and 14th day after the due date, and from the 14th day administrators see a notice inside the platform. If the invoice is still unpaid 21 days after the due date, access may be paused. Data is kept unchanged during a pause, and access is restored promptly, normally within minutes, once the invoice is paid. Fees continue to accrue during a pause caused by non-payment.

Your data when it ends

For 30 days after a pilot or subscription ends, the customer may request an export of its data (a database export and its uploaded documents) and the transfer or an archive of its module repository. IronBridge deletes the customer’s data from the platform and its backups within 60 days after the end, unless the law requires longer retention.

Questions

Write to support@ironbridgesystems.co.