Refund & Cancellation Policy

1Overview & our stance

This Refund & Cancellation Policy explains how cancellations, downgrades and refunds work for OpsIQ subscriptions and licences. It forms part of the OpsIQ Terms of Service and applies to OpsIQ Cloud (SaaS) subscriptions and Self-Hosted licences purchased from Nabtech Digitalnet Limited (“Nabtech”, “we”, “us”), the company behind OpsIQ — www.nabtech.co.

Our philosophy is simple: you should never have to pay to find out whether OpsIQ is right for you. A free plan and a no-card free trial let you evaluate the product first, which is why our paid plans are billed with confidence. When you do pay and something still isn’t right, we’d rather make it fair than make it difficult.

If your purchase is governed by a separate signed order form or enterprise agreement, the refund and cancellation terms of that agreement control where they differ from this policy. Payments are processed by Stripe, Paystack and/or PayPal; refunds are issued through the same processor used for the original payment. Nothing in this policy limits any non-waivable statutory consumer rights you may have (see Statutory rights).

2Free plan & trial — try first

OpsIQ offers a free plan and, where available, a free trial of paid features — both with no payment card required to start. This is deliberate: the time to decide whether OpsIQ fits your team is before any money changes hands.

• You are not charged during a free trial. There is nothing to refund for the trial itself.
• Unless you cancel before the trial ends, a trial may convert to a paid Subscription and your payment method will be charged at the then-current rate for your selected plan. We will make the trial end date clear in your workspace.
• You can cancel at any point during the trial in Account → Billing to avoid being charged at all.
• The free plan remains free; downgrading from a paid plan to the free plan is a plan change, not a refund (see Cancellations).

Because of this try-first approach, refunds outside the cases described below are the exception rather than the rule — the trial is designed to remove the need for them.

3Billing cycles — monthly vs annual

• Monthly plans renew automatically each month. When you cancel, your plan stays active until the end of the current monthly period and is not renewed; monthly fees already paid are generally non-refundable except as set out in Money-back guarantee and Billing errors.
• Annual plans are billed up front for twelve months at a discounted effective rate and renew annually. Annual fees are handled per Annual plans below.
• Auto-renewal: all paid plans renew automatically using your payment method on file until you cancel. We’ll send a renewal reminder for annual plans before each yearly charge.

414-day money-back guarantee

We want OpsIQ to be the right fit. If you are dissatisfied with your first paid Subscription, you may request a full refund within 14 days of that initial charge by contacting [email protected].

• The guarantee applies to the first paid plan only (one money-back per customer/workspace), not to renewals, plan changes, or repeat purchases.
• It covers the recurring subscription fee. It does not cover items that are non-refundable by their nature — chiefly AI credits and metered usage already consumed, and one-time professional-services work already performed (see Add-ons, usage & AI credits).
• Refunds are not provided for buyer’s remorse after the 14-day window, for simply forgetting to cancel before a renewal, or where the account was terminated for breach of the Terms or Acceptable Use Policy.

Outside this window, we may still offer a remedy in good faith for genuine billing errors or sustained service failures that are our fault — talk to us.

At a glance — what is and isn’t refundable:

Non-refundable items above apply to the extent permitted by law; mandatory statutory rights always prevail.

5How to request a refund

Requesting a refund is straightforward:

1. Email [email protected] from your account email address (this helps us verify the request).
2. Include your workspace name, the invoice or transaction reference, and a brief reason — it helps us help you faster and improve the product.
3. We’ll acknowledge within 2 business days and aim to make a decision within 5 business days.
4. If approved, the refund is issued to your original payment method via the original processor; see processing time below.

Prefer self-serve? You can cancel a subscription yourself at any time in Account → Billing — see Cancellations. Cancelling is instant; a monetary refund (where eligible) still goes through the steps above.

6Cancellations & what happens to access & data

You can cancel your Subscription at any time:

• Self-serve in Account → Billing in your OpsIQ workspace, or
• by emailing [email protected] from your account email.

What cancelling does: it takes effect at the end of your current billing period. You keep access to your paid features until that period ends, and you will not be charged for the next period. Cancelling stops future renewals — it does not, by itself, trigger a refund of fees already paid for the current period (the 14-day guarantee and billing-error rules still apply).

Your data: for Cloud, you can export your data before access ends and during the post-termination export window described in the Terms of Service and Privacy Policy. After that window, data may be deleted on our normal retention schedule. We recommend exporting anything you need before your access period closes.

7Annual plans

Annual plans are billed once for the full twelve-month term in exchange for a lower effective rate.

• Annual fees are generally non-refundable once the term has begun, except under the 14-day money-back guarantee or for a billing error.
• Discretionary pro-rata: outside the 14-day window we may, at our discretion, refund the unused, full remaining months of an annual term in specific cases — for example, an extended service issue we could not resolve. Consumed AI credits, used add-ons and partial months are not pro-rated.
• If you cancel an annual plan, it remains active until the end of the paid term and then does not renew (same model as cancellations).

8Add-ons, usage & AI credits

Some charges reflect resources that are spent the moment you use them:

• AI credits and metered AI usage already consumed are non-refundable — every AI request incurs real, non-recoverable third-party model cost.
• Add-on and overage charges for capacity (seats, messages, storage, sites, etc.) that has already been used are non-refundable.
• Unused, prepaid add-on balances are not automatically refunded but may be reviewed case by case if you contact [email protected] — for example, when bundled with an eligible money-back request.

This is also why the free trial matters: it lets you gauge your likely AI and add-on usage before committing budget.

9Self-Hosted licences

Self-Hosted licences entitle you to install and run OpsIQ on your own infrastructure under a valid Nabtech licence. Because the licensed software is delivered upon key issuance:

• Self-Hosted licences are non-refundable once issued and/or activated, except where a non-waivable statutory right requires otherwise.
• One-time setup, migration or professional-services fees tied to a self-hosted deployment are non-refundable once the work has been performed.
• Renewal or support/maintenance subscriptions attached to a self-hosted licence follow the subscription rules in this policy (cancel anytime; access/updates continue to the end of the paid term).

Not sure a self-hosted licence is the right model? Contact [email protected] before purchase — we’re happy to help you choose between Cloud and Self-Hosted so you don’t buy the wrong thing.

10Billing errors & duplicate charges

Genuine billing mistakes are always put right.

• Duplicate or accidental charges are refunded in full.
• Charges after a valid cancellation or after a downgrade that should have applied are refunded.
• Incorrect amounts (for example a misapplied plan or tax) are corrected and any overcharge refunded.

Just email [email protected] with your transaction reference. These corrections are not limited by the 14-day guarantee — a billing error is our error to fix, subject only to the time limits your payment processor places on refunds.

11Chargebacks

If you believe you were charged in error, please contact [email protected] first — the vast majority of issues are resolved within a day or two, and far faster than a bank dispute.

Initiating a chargeback or payment dispute without first contacting us may result in suspension of the account pending resolution, because a disputed charge freezes the underlying transaction. We reserve the right to contest chargebacks we reasonably believe are invalid and to recover associated processor fees. Where a chargeback turns out to be a genuine billing error on our side, we’ll of course make it right.

12Statutory rights (EU/UK cooling-off)

This policy is offered in addition to, and does not limit, any mandatory consumer-protection rights you have under the law of your country.

• EU/UK consumers purchasing at a distance may have a 14-day cooling-off period to withdraw from the contract. Where the law allows, exercising this right entitles you to a refund as required by that law.
• For digital content and services that you expressly ask us to begin during the cooling-off period, the right to withdraw may be lost or reduced once supply has started, to the extent permitted by law — for example, AI usage you have already consumed.
• If a mandatory statutory right conflicts with anything in this policy, the statutory right prevails for those entitled to it.

To exercise a statutory withdrawal right, contact [email protected] with your details and we will process it in line with applicable law.

13Taxes & price changes

Taxes. Refunds, where granted, are issued on the net amount actually retained by OpsIQ. Applicable taxes (such as VAT, GST or sales tax) are refunded only to the extent we are able to recover or adjust them with the relevant tax authority. Non-recoverable taxes and payment-processor fees may be excluded from a refund.

Price changes. We may change plan prices from time to time. Any change applies from your next renewal, and we will give you reasonable advance notice before a renewal at a new price so you can review, downgrade or cancel beforehand. Price changes are not, by themselves, grounds for a refund of a period you have already paid for.

14Changes to this policy

We may update this Refund & Cancellation Policy as our products and the law evolve. When we make a material change, we’ll update the Effective date and Version at the top of this page and, where appropriate, notify you. The version of this policy in effect at the time of your purchase governs that purchase, unless a later change is required by law.

15Contact

We’re here to help, and we’d always rather hear from you than have you stuck.

• Billing, cancellations & refunds: [email protected]
• General support: [email protected]
• Company: Nabtech Digitalnet Limited (OpsIQ) — www.nabtech.co

Please include your account email and any invoice or transaction reference. For our full agreement, see the Terms of Service.

This document is provided for transparency and does not constitute legal advice; if anything here matters to your specific situation, consider reviewing it with your own counsel. The definitive terms are those in your signed order or agreement.