Refunds and cancellation

1. Unpaid orders

The customer portal can cancel eligible unpaid orders only where the order has not progressed into a protected checkout/payment or fulfilment state. Cancellation keeps the order in history for security and audit purposes. Starting or abandoning checkout is not proof of payment or refund.

2. Your statutory rights come first

This policy does not limit rights or remedies that cannot lawfully be excluded. New Zealand consumers may have remedies under the Consumer Guarantees Act 1993 where software or digital products fail applicable guarantees, and the Fair Trading Act 1986 applies to representations made about products, pricing and promotions. Customers outside New Zealand may have additional mandatory local rights.

3. Change of mind and compatibility

A change-of-mind refund is not automatically promised unless required by law or expressly stated in the order. If you purchased the wrong capacity or have a compatibility concern, contact licensing@alarmforgex.com promptly with the order reference and relevant technical details. Do not send card details, passwords or secret security credentials.

4. Partial refunds

A partial Stripe refund is recorded separately from a full refund. It places the order under administrative review but does not automatically revoke an issued commercial licence or make the application stop working. Any corresponding licence adjustment must be agreed or handled separately.

5. Full refunds before licence issue

When a full refund is verified, unused licence stock from that order becomes unavailable and no new licence should be issued from that refunded stock.

6. Full refunds after licence issue

An already issued signed licence is not automatically revoked merely because a refund event arrives. After the full refund is confirmed, an administrator may explicitly revoke the associated commercial licence. Revocation is separately audited and requires a deliberate confirmation step so a mistaken payment event or accidental click does not silently disable a site.

A refunded capacity upgrade is handled separately: the whole base licence is not revoked merely because an upgrade is refunded. Any capacity reversion or replacement licence must be handled under controlled administrative review so core monitoring is not unintentionally interrupted.

7. Behaviour of a revoked licence

The customer portal will stop offering a deliberately revoked licence for download. Compatible AlarmForgeX software may learn about revocation during an occasional internet licence-status check. An unreachable server, timeout, invalid reply or unknown licence must be treated as not confirmed revoked. Only an explicit valid revoked result should remove the paid commercial entitlement, and the intended behaviour is to revert to the then-current Free entitlement rather than stop core health monitoring completely.

8. Reversing an error

If a licence was revoked in error, an authorised administrator can restore its website licence status. Because offline installations may not contact the website immediately, restoration/revocation timing can depend on when a compatible application next has internet access.

9. How to request a refund review

Email licensing@alarmforgex.com with your account email, order reference, reason for the request and enough technical information to understand any compatibility issue. Refund decisions are made consistently with the order, these policies, payment-provider records and applicable law.