Refund and Cancellation Policy

Last updated: 25 October 2026 · Version: 1.2

This policy explains how paid NetSenX subscriptions are billed and renewed, how they are cancelled and when a payment is refunded. It is issued by TriStiX S.L. ("we", "us"), a Spanish limited liability company (NIF B-26925016, EU VAT number ESB26925016, Av. Maisonnave 41, 3º, 03003 Alicante, Spain; registered in the Registro Mercantil de Alicante, sheet A-204828, entry 1; support@netsenx.com), and forms part of the NetSenX Terms of Service. If this policy and the Terms differ on billing, cancellation or refunds, this policy applies.

1. Who this policy applies to

1.1. NetSenX, including the Free plan and every paid plan, is offered only to businesses, public bodies and other organisations acting for purposes relating to their trade, business, craft or profession (the "Customer"). We do not accept consumers as customers. By accepting the Terms and buying a plan, the Customer confirms that it acts as a business; we rely on that statement.

1.2. When buying a paid plan, the Customer gives its legal name, billing address and, where it has one, its VAT identification number. The person who completes the purchase confirms that they are authorised to act for the Customer.

1.3. For an Enterprise subscription under an Order Form signed by both parties, the Order Form governs billing, term, cancellation and refunds; this policy applies to anything the Order Form does not cover.

2. Free plan and pilots instead of a trial

2.1. The NetSenX Free plan is our trial. It has no time limit and needs no payment details, so the Customer can evaluate the Service before paying.

2.2. Paid plans do not include a free trial period. A paid subscription starts, and is charged, on the day the purchase is confirmed.

2.3. We may agree with a Customer, in writing, a free pilot of a paid plan with a fixed end date no more than 90 days after it starts. A pilot is not charged and does not turn into a paid subscription by itself. When it ends, the account continues on the Free plan unless the Customer has bought a paid plan.

3. Billing periods and automatic renewal

3.1. Paid plans are billed in advance, monthly or annually, through our payment provider Stripe. The annual price of a plan is ten times its monthly price.

3.2. A subscription renews automatically at the end of each billing period for another period of the same length, at the price then in force, until it is cancelled.

3.3. For annual subscriptions, we send the billing contact an email reminder at least 30 days before the renewal date, stating the renewal date and the amount that will be charged.

3.4. Failed payments. If the first payment for a paid plan fails, the paid plan does not start. If a renewal payment fails, our payment provider keeps retrying it and we email the billing contact on days 1, 3 and 7 after the first failed attempt. The paid features continue for 48 hours after the first failed attempt; after that, the account runs on the Free plan: the Free features keep working, devices already registered keep reporting, and devices beyond the Free plan limit cannot be newly registered. Nothing becomes read-only. When the outstanding invoice is paid, the paid plan is restored automatically. If it is still unpaid 30 days after the first failed attempt, the subscription is cancelled and the account stays on the Free plan. A renewal payment that is waiting for card authentication (3-D Secure) counts as unpaid: the paid features pause 48 hours later unless the authentication is completed. If the payment for an upgrade started in the NetSenX dashboard during a billing period fails, the current plan is not paused; the upgrade is simply not applied until it is paid. A failed payment for a plan change made in the Stripe customer portal follows the general rule above: the paid features pause 48 hours after the failed payment.

4. How to cancel

4.1. The Customer can cancel a subscription at any time, without giving a reason, in the Billing section of the NetSenX dashboard: either with Cancel subscription or in the Stripe customer portal opened from that section. Cancellation is done by a user who manages billing for the Customer's account. No letter, email or other written notice is required.

4.2. At the end of the paid period (standard). Cancellation takes effect at the end of the billing period already paid for. Until that date the Customer keeps full access to its plan; after it, the subscription is not renewed and no further payment is taken.

4.3. Immediately (optional). In Cancel subscription, the Customer can instead choose to cancel immediately. The paid plan then ends at once and the account moves to the Free plan. The fee for the current billing period is not refunded: the value of the unused time is kept as a credit on the Customer's billing account and is set off against future NetSenX invoices, but it is not paid out. Sections 6.1 and 7 still apply.

4.4. Until the end of the paid period, the Customer can withdraw a cancellation under section 4.2 in the Stripe customer portal or by writing to support@netsenx.com.

4.5. When the paid plan ends, the account continues on the Free plan, with the features, limits and data-retention periods of that plan.

4.6. Closing the account is not cancelling. If an administrator closes (deletes) the NetSenX account, every active subscription is cancelled at once, without a refund or credit for the prepaid time not yet used, and Customer Data is deleted immediately and cannot be recovered. Copies in our backups expire within 14 days. Records that we must keep by law, such as invoices and audit records, are kept for the period the law requires. A Customer that wants a refund under section 6.1 should request it before closing the account; a Customer that wants to keep access until the end of the paid period should cancel under section 4.2 instead.

4.7. Customer Data that the Customer wants to keep must be exported before the account is closed, with the data export function of the NetSenX API, available to an administrator of the account. Nothing can be exported after closure.

5. Monthly plans — no refunds

5.1. Monthly fees are not refunded, in whole or in part. Cancelling during a month stops the next renewal; it does not give rise to a refund for the remaining days of the current month.

6. Annual plans

6.1. First annual subscription — 30 days. If the Customer cancels its first annual subscription and asks for a refund within 30 days of paying for it, we refund the unused part of the annual fee paid, calculated pro rata by the number of days left in the annual period on the day the request is received. The paid plan ends when the refund is made, and the account moves to the Free plan.

6.2. After 30 days and on renewals. After those 30 days, and for every annual renewal, annual fees are not refunded, in whole or in part. Cancelling stops the next renewal, and the Customer keeps access until the end of the annual period already paid for.

6.3. A refund under section 6.1 is available once per Customer. To request it, the Customer writes to support@netsenx.com from the billing contact address or from the email address of a user who manages billing for the account.

7. When we always refund

Whatever the plan, we refund:

7.1. in full, any amount charged twice or charged in error;

7.2. pro rata, the prepaid fees for the unused part of a billing period, if we end the Service or the Customer's subscription for a reason other than the Customer's breach of the Terms, or if the Customer terminates the contract under clause 10.2 of the Terms because of our material breach.

7.3. Service credits for missed service levels are not refunds: they are applied to future invoices as set out in the applicable Service Level Agreement or Order Form, and are not paid out in cash.

8. Changing plans

8.1. The Customer can move to a higher or lower plan, or between monthly and annual billing, in the Billing section of the dashboard. The amount to be charged or credited is shown before the change is confirmed.

8.2. A change to a higher price takes effect immediately, and the difference for the rest of the billing period is charged pro rata, either at once or on the next invoice, as shown before the change is confirmed. A change to a lower price produces a credit for the unused part of the higher price; that credit is set off against the Customer's future invoices and is not paid out.

9. Price changes

9.1. We announce any change to the price of a paid plan by email to the billing contact at least 30 days before it applies. A new price applies only from the first renewal after that notice period; it never changes a billing period already paid for.

9.2. If the Customer does not accept the new price, it can cancel under section 4 before the renewal date, and no renewal is charged at the new price.

10. Taxes

10.1. Prices are stated in euros and exclude VAT.

10.2. For Customers established in Spain, Spanish VAT (IVA) is added at the applicable rate, currently 21%.

10.3. For Customers established in another EU Member State that provide a VAT identification number valid in the VIES system, no Spanish VAT is charged: the invoice is issued under the reverse-charge mechanism (Articles 44 and 196 of Council Directive 2006/112/EC), and the Customer accounts for the VAT due in its own Member State. If no valid VAT identification number is provided, VAT is charged as the applicable rules require.

10.4. For Customers established outside the EU, Spanish VAT is generally not charged; any taxes due in the Customer's country are the Customer's responsibility.

10.5. Stripe calculates the tax on each invoice from the billing address and VAT identification number the Customer provides. The Customer is responsible for that information being correct, including the validity of its VAT identification number, and keeps it accurate in the Stripe customer portal.

11. How refunds are made

11.1. Refunds are paid to the payment method used for the original payment where that is possible; where it is not, the amount is credited to the Customer's billing account, or paid in another way agreed with the Customer. Banks and card issuers normally credit a refund within 5 to 10 business days after we issue it.

11.2. Every refund is documented with a credit note (corrective invoice), which also reverses any VAT charged on the original invoice.

12. No statutory right of withdrawal

NetSenX is sold only to business customers, so the 14-day right of withdrawal that EU and Spanish consumer law gives consumers for distance contracts does not apply. The Customer's cancellation and refund rights are those set out in this policy and in the Terms of Service.

13. Contact

Questions about billing, cancellation or refunds: support@netsenx.com.

TriStiX S.L. — NIF B-26925016 · EU VAT ESB26925016 · Av. Maisonnave 41, 3º, 03003 Alicante, Spain · support@netsenx.com Registered in the Registro Mercantil de Alicante, sheet A-204828, entry 1