Subscription, Cancellation and Refunds

When the subscription renews, how to stop it, and what is and is not refundable.

When the subscription renews, how to stop it, and what is and is not refundable.

Billing period and automatic renewal

The subscription runs for one contractual month from the service start date and renews automatically month by month.

Either party may stop the renewal by notifying the other in writing at least thirty (30) days before the end of the current month. Notice given later than that takes effect at the end of the following month.

Renewal is by month, at the value in force. Where the value is to change, we notify you before the month in which the new value applies.

The minimum commitment

Unless agreed otherwise in writing, the minimum commitment period is twelve (12) months from the service start date.

You may not end the subscription during that period. If you end it, or stop paying, the value of the remaining months of that period becomes due as agreed compensation — calculated on the undiscounted monthly value, payable immediately and in one sum, without any need to prove loss or obtain a judgment.

Any discount or free period granted to you falls away with retrospective effect, and the elapsed months are recalculated on the undiscounted monthly value, the difference being payable immediately.

This is the most commercially significant clause on this page and it is stated in full here rather than referred to elsewhere.

The subscription is not refunded

Sums paid for the subscription are not refundable, in whole or in part.

No amount is returned for a remaining unused period.

This is stated directly because a refund policy that only implies "no refund" is the one people dispute. The single exception is a breach by us, and it is set out below.

Not using it does not reduce it

The subscription is the price of the system being available to you, not of the use you make of it.

It falls due from the service start date even if you have not begun using the system, and even if you were late in providing your opening data.

It is not reduced because you did not use some modules, some branches or some user accounts.

A period during which the service was suspended for non-payment is not added to the term and does not extend it; the monthly value continues to accrue throughout.

Setup, implementation and training fees

Implementation is a separate service from the subscription, delivered in phases.

The fee for a phase is earned in full once that phase has STARTED or has been signed off, and it is not refundable. The trigger is the start of work on the phase, not its completion.

Phases that have not started are dropped and their instalments fall away.

Training days already delivered are earned. An additional training day, or repeating training already given, is chargeable separately.

Counter setup and model training fees

The fees for setting up the camera-counting unit and training its models are earned in full the moment training or installation work begins, and are not refundable in any event.

The reason is worth stating rather than merely asserting: training a model is work done on YOUR product, at YOUR site, in YOUR conditions. Photographing your product, labelling it, training and tuning the model and measuring its accuracy against a manual count are consumed the moment they are performed. They cannot be recovered, resold or applied to another customer.

This applies equally to retraining an existing model and to adding a new product to one.

If the breach is ours

This is the one case in which money is returned.

Where the agreement is terminated because of a fundamental breach by us that we did not remedy within the fifteen (15) day cure period, we refund the subscription you paid in advance for the whole remaining unused months, calculated on the monthly value actually paid.

That refund does not extend to implementation or training fees for phases already performed or signed off, nor to counter setup fees, nor to any other compensation or damages of any kind.

That refund is the sole, complete and final remedy due to you in that case.

Suspension for non-payment

If payment is late we may, after written notice, suspend access to the system and to the camera-counting unit until the arrears are settled.

A suspension is not a paused subscription. The months continue to accrue during it, the suspended period does not extend the term, and it is not a refundable interruption of service.

Restoring the service after a suspension may carry a reactivation fee, which is set out in the schedule of additional-work prices agreed with you.

Continued non-payment entitles us to terminate immediately, and the whole of the remaining minimum commitment becomes payable at once.

How to cancel

Send us written notice at least thirty (30) days before the end of the current contractual month, through an approved channel and from an authorised person on your side.

Notice sent to a member of our staff in a personal capacity is not notice. Send it to the address published in this policy.

Before the end date, export your data. You have thirty (30) days from the end date to do so, subject to all sums due being paid, and we may permanently delete it sixty (60) days after the end date.

Remove the counting software and the hardware agent from your machines, or let us remove them.

Where you are still inside the minimum commitment period, cancellation is effective but the remaining months remain payable as set out above.

Cancellation notices: billing@innovationsrc.com

Language and the governing text

These terms were drafted in Arabic. The Arabic text is the authentic and governing version. The English version is provided as a convenience translation, and where the two differ in meaning the Arabic text alone applies.