This Refund Policy explains how cancellations and refunds work for paid WellSenseOS software subscriptions. It forms part of our Terms & Conditions. Hardware is bring-your-own and is not sold by WellSenseOS, so hardware purchases from third parties are outside this policy.

1. What you are buying

WellSenseOS is a cloud software subscription (and related edge software) for well and tank monitoring. Fees cover access to the Service for your chosen plan and billing interval (monthly or yearly), as described on our Pricing page. Payments are processed by our merchant of record / payment partner (currently Paddle).

2. Free trial

New organizations may receive a free trial (for example 14 days) without entering a payment card. During the trial you can cancel simply by not subscribing. No refund is required because no charge has been made.

3. Cancelling a paid subscription

You may cancel a paid subscription at any time from the portal (Settings → Billing → Manage billing) or via the customer portal provided by our payment partner. Cancellation stops future renewals.

Monthly plans: access typically continues until the end of the current paid period; you will not be charged for the next month.
Yearly plans: access typically continues until the end of the current paid year; you will not be charged for the next year.

Cancelling does not automatically delete your account or historical data. You may request account deletion separately (see our Privacy Policy).

4. Refunds

Because WellSenseOS is a digital subscription that becomes available immediately upon payment, fees are generally non-refundable once a billing period has started, except where:

required by applicable consumer law in your country of residence;
we charged you in error (duplicate charge, wrong plan, or similar billing mistake); or
we agree in writing that a refund is appropriate (for example a material, prolonged Service outage for which we cannot provide a reasonable remedy).

Where EU/EEA consumer cooling-off rights apply to distance contracts for digital content, you acknowledge that by starting to use the paid Service (accessing the portal under a paid plan after checkout) you may request immediate performance and may lose the right to withdraw once the Service has begun, to the extent permitted by law. Nothing in this policy limits mandatory rights that cannot be waived.

5. How to request a refund

Email [email protected] with:

the email address on your WellSenseOS account;
the approximate date and amount of the charge; and
a short description of the issue.

We aim to respond within a few business days. Approved refunds are issued to the original payment method via our payment partner and may take several business days to appear on your statement.

6. Chargebacks

Please contact us before filing a chargeback so we can help resolve billing issues. Unresolved chargebacks may result in suspension of the account until the dispute is closed.

7. Changes

We may update this Refund Policy by posting a revised version with a new “Last updated” date. Material changes may also be noted in the portal or by email.

8. Contact

Billing and refunds: [email protected]

Related policies: Terms & Conditions · Privacy Policy