Refund & Cancellation Policy

1. 14-day live-machine trial

Unless otherwise agreed, the 14-day trial begins when ClearRivet confirms that live machine data is being received. There is no standard software subscription fee during the trial. If the customer does not elect to continue, no standard software subscription charge is due for that trial.

Trial hardware is normally supplied on loan. If the customer does not continue, the hardware remains ClearRivet property and must be returned in accordance with reasonable return instructions. Any return-freight arrangement will be stated in the Order Form or agreed with the customer.

2. Electing to continue

A paid subscription starts only when the customer elects to continue after the trial or otherwise accepts a paid Order Form. Unless the Order Form states otherwise, the initial paid term is 12 months and is billed monthly in advance.

3. Cancellation during the initial term

The customer may give notice at any time that it does not want the subscription to continue after the committed initial term. Fees committed for the initial term are not refundable merely because the customer changes its mind or stops using the Services, subject to termination rights for ClearRivet's material breach and mandatory legal rights.

4. After the initial term

Unless the parties agree to another fixed term, the subscription continues month-to-month after the initial term. Either party may end a month-to-month subscription on at least 30 days' written notice. A price change after the initial term requires at least 30 days' notice, and the customer may cancel before the change takes effect.

5. Billing errors

If a customer believes it was charged incorrectly or twice, it should contact support@clearrivet.com promptly with the invoice details. Verified billing errors will be corrected, credited or refunded as appropriate.

6. Material service failure

If ClearRivet materially fails to provide paid Services and does not remedy the failure within a reasonable period after written notice, the customer may use the termination and remedy rights in the applicable agreement and any rights that cannot lawfully be excluded. Where termination occurs because of ClearRivet's uncured material breach, prepaid software fees for the unused period after termination will be refunded or credited.

7. Hardware purchases and defective hardware

Paid hardware requirements are confirmed before rollout and may be shared across multiple machines where technically appropriate. The Order Form or quotation will state the hardware, purchase price, delivery, ownership and any specific warranty.

Change-of-mind returns of correctly supplied hardware are not guaranteed after hardware has been ordered, configured or dispatched. This does not limit rights or remedies for defective, incorrectly described or otherwise non-compliant hardware that cannot lawfully be excluded.

8. Custom, onsite and non-standard work

Custom integrations, onsite services, special hardware and other non-standard work will be described in a quotation or statement of work. Amounts for work already performed or non-cancellable third-party costs are generally non-refundable unless the written quotation or mandatory law provides otherwise.

9. GST, currency and refund method

Website pricing is shown in Australian dollars unless otherwise stated. GST will be added where legally applicable and not already included. Approved refunds are normally made using the original payment method or credited against an account, subject to payment-provider processing.

10. Australian Consumer Law and other mandatory rights

Nothing in this policy excludes, restricts or modifies a consumer guarantee, refund, repair, replacement, re-supply or other remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law where it applies.

11. Contact

For billing, cancellation, hardware-return or refund questions, contact support@clearrivet.com and include the company name and relevant order or invoice details.