30-Day Money-Back Guarantee

If you claim the guarantee within the window below and return the hardware, we refund two things together:

• The full amount you paid for that hardware order — the devices, shipping, and any tax we collected on it.
• Every subscription fee we have invoiced and collected from your organization up to that point — the plan fee and the per-device monitoring fees, not just the current month.

The guarantee is our commitment that you can evaluate the Service in production, on your own equipment, without being locked in.

The guarantee applies to your organization’s FIRST hardware order, and only where that order is an evaluation-sized one — a hardware subtotal at or under the published limit, in any mix of sensors, boards and gateways. The limit is stated on the pricing page and everywhere we promise the guarantee; it is not a device count, so a first order of four sensors, or of boards alone, is covered like any other. Your order confirmation states whether the order is guarantee-eligible, and the order page in the app shows the same flag and the date the window closes.

It is available once per organization. Later orders, renewals, and additional devices are not covered by the guarantee — they are covered by the ordinary return and warranty terms.

The 30 days start on the date your order is DELIVERED, not the date you paid. That is deliberate: a guarantee you spend on a shipping delay is not a guarantee. The exact expiry date and time are recorded against the order and shown in the app.

To use the guarantee, submit your claim before that date. A claim made after the window is closed is handled under the normal cancellation and return terms, which stop future charges but do not refund fees already due.

The guarantee is a return, not a giveaway. When you claim it we issue a return authorization (an RMA) and return instructions. The refund is processed once the devices are back with us and in good condition — reasonable wear from a month of ordinary use is expected and fine; missing, damaged, or unreturned devices are not.

Keep the packaging if you can. It makes the return easier for both of us, but it is not a condition of the guarantee.

A guarantee refund ends the commercial relationship, so approving one CANCELS your subscription. Your account then moves into read-only offboarding: you can sign in and export your data, but monitoring, alarms, and new device claims stop. After the offboarding period stated in our Terms of Service, the account and its operational data are purged.

If you only want to stop paying — rather than undo the purchase — cancel your subscription instead. Cancelling keeps your hardware and stops future charges without refunding past ones.

• Orders after your first one, and orders larger than the evaluation size stated above.
• Hardware you keep. The refund and the return go together; there is no partial claim that refunds the service while you keep the devices.
• Third-party charges you incur directly, such as your own network, mobile, or installation costs.
• Any custom, professional-services, or onboarding fees that are stated to be non-refundable when purchased.

Faulty hardware is a separate matter and is not limited to 30 days — see our Warranty & Returns terms.

Email billing@freshcontrols.com, or use our contact page, before your window closes and tell us you would like to use the money-back guarantee. There is no self-serve refund button in the app: a claim involves a physical return, so a person handles it with you.

We may ask a few questions to understand what did not work — feedback helps us improve — but you do not need to justify your decision. Once the return is received, we refund to your original payment method. When the funds appear depends on your payment provider.

We may update these guarantee terms; the version in effect when you place your order applies to that order, and the effective date above reflects the current version. Questions can be sent to billing@freshcontrols.com.