Refund & Cancellation Policy

This policy applies to subscriptions to the AlarmSight platform (the “Service”), operated by Global GLA Enterprise, trading as “AlarmSight”. It forms part of our Terms of Service.

1. How billing works

The Service is sold as a monthly subscription, billed per active building. Subscriptions renew automatically at the start of each billing period until cancelled. Payments are processed by Paddle.com Market Ltd, which acts as the merchant of record for all purchases of the Service.

2. Cancelling

You may cancel at any time. There is no minimum term and no cancellation fee.

Cancellation takes effect at the end of the current billing period. You keep full access until then, and you will not be charged again. We do not automatically refund the unused part of a period that has already been paid, except where this policy or applicable law says otherwise.

To cancel, use the billing section of your account, follow the link in any Paddle invoice email, or write to contact@alarmsight.io from the email address on the account.

3. 14-day refund on your first payment

If the Service is not right for you, contact us within fourteen (14) days of your first subscription payment and we will refund that payment in full. You do not need to give a reason. This applies once per organization, to the initial payment only.

4. Renewals and other periods

Payments for renewal periods are generally non-refundable, because you can cancel at any time before a renewal to avoid the charge. That said, we would rather fix a problem than keep money we have not earned. We will review a refund request for a renewal period and typically issue a refund or credit where:

• a renewal was charged in error, or after you had asked to cancel;
• you were billed for buildings that were not active during the period;
• a prolonged outage or defect on our side prevented meaningful use of the Service; or
• you were charged twice for the same period.

Requests are assessed in good faith and case by case. Contact us within thirty (30) days of the charge.

5. What is not refundable

• Periods already used, outside the 14-day window and outside the cases in Section 4.
• Charges arising from your own configuration, such as leaving buildings marked active after they were no longer needed. Deactivate a building to stop billing for it.
• Accounts terminated by us for breach of the Terms of Service, fraud, or abuse.
• Interruptions caused by an upstream central station, a panel, a communicator, or connectivity outside our control. The Service is an informational layer over data we receive from third parties.
• Any custom or professional-services work that has already been delivered.

6. How to request a refund

Email contact@alarmsight.io from the address on the account, with the organization name, the invoice or order number, and a short description of the issue. We aim to respond within two (2) business days.

7. How refunds are issued

Approved refunds are issued by Paddle to the original payment method. Paddle usually processes them within a few business days; your bank or card issuer may take a further five to ten business days to post the funds. Refunds cannot be issued to a different payment method or account. Any applicable taxes collected are refunded together with the payment.

8. Before you file a chargeback

If a charge looks wrong, please contact us first. Chargebacks are slow for everyone and often result in the account being suspended while the dispute is open. In almost every case we can resolve a billing problem faster by email.

9. Your statutory rights

Nothing in this policy limits any right you have under the mandatory consumer or commercial law that applies to you. Where such law gives you a stronger right than this policy, that law prevails.

10. Changes

We may update this policy. The version in effect at the time of your payment is the one that applies to that payment.

11. Contact

Billing questions: contact@alarmsight.io.