Cancellation and Refund Policy

1Cancelling

An owner or admin with billing access can cancel at any time in the console under billing settings. After you cancel:

• your paid plan stays active until the end of the period you have paid for;
• nothing renews and nothing more is charged;
• your organization then returns to the free plan with 2 devices. Your data is not deleted, and existing devices keep reporting.

Billing can restart automatically. If your payment method stays on file and more than 2 devices are enrolled after the paid period ends, the subscription starts again and the new period is charged to the saved payment method. To avoid this, keep 2 devices or fewer, or ask billing@offseq.com to remove your saved payment method.

If you upgrade while a cancellation is scheduled, the cancellation is withdrawn and your plan continues.

To delete your organization and its data, see section 15 of the Terms.

2Paid periods are not refunded

We do not refund the remaining part of a monthly or annual period when you cancel, remove devices or downgrade, except where the law requires a refund. Because we email a reminder before every annual renewal, you have time to cancel or reduce your plan before you are charged.

3The 14-day withdrawal right for consumers

If you buy Pulse as a consumer in the EU, you normally have 14 days to withdraw from a distance contract. At checkout you ask us to start the service immediately and acknowledge that you lose this right once the service has started. Pulse starts as soon as your payment succeeds, so the withdrawal right no longer applies after that.

Business customers do not have a statutory withdrawal right.

4Downgrades and fewer devices

• Downgrades, such as annual to monthly or Pulse Managed to Pulse, take effect at your next renewal. There is no refund for the current period.
• If you retire devices, the number you are billed for follows your enrolled devices at the next renewal. You are not charged for unused slots after that.

5Prorated charges for added devices

When you enroll more devices than your subscription covers, or upgrade your plan, we charge a prorated amount for the rest of the current period. These charges are not refundable, including when you later remove the devices before the period ends.

6Billing errors and duplicate charges

If we charge you twice, charge the wrong amount, or charge you when we should not have, we refund the difference in full:

• to the payment method you were charged on;
• within 10 business days after we confirm the error;
• with a credit note against the original invoice.

Report suspected errors to billing@offseq.com with the invoice number (PLS-YYMMDD-NNNN) or the date and amount of the charge. Your bank or payment provider may take a few more days to show the refund.

7Failed payments

If a renewal payment or a prorated charge for added devices fails, we retry it and email the owner a link to pay. After 7 days without payment your organization returns to 2 devices: existing devices keep reporting, new enrollments are refused, and no data is deleted. Paying restores your plan; if you pay after the 7 days, a new period starts on the day you pay.

8Chargebacks

If you think a charge is wrong, please write to billing@offseq.com before you dispute it with your bank. We can usually fix it faster, and a chargeback may interrupt your subscription while it is being resolved. Your rights under payment and consumer law are not affected.

9Contact

Billing: billing@offseq.com. Phone: +371 2256 5353.