KERBRUS LLC
Refund and Cancellation Policy
This policy explains how to cancel a Kerbrus subscription and when money is returned. It sits alongside the End User License Agreement, which governs the licence itself. Where this policy and that agreement differ, the agreement governs.
1. TRY IT BEFORE YOU PAY
We would rather you evaluated Kerbrus Flow Collector thoroughly than bought it on a promise and asked for your money back.
No licence key, no expiry, and no payment is required, up to the free ceiling stated in Schedule A of the End User License Agreement. You may run it for as long as you like.
A trial runs at your real capacity. Trials are issued without payment, at a ceiling matched to your network rather than a token one, so what you are evaluating is what you would be buying. When a trial ends it does not stop -- the install continues at the free tier, keeps its history, and tells you in advance of the day the ceiling changes.
Between the two, you can run Kerbrus Flow Collector against your own traffic, on your own hardware, for as long as you need, before any money changes hands.
2. CANCELLING
You may cancel at any time from your account in the customer portal. Email [email protected] from an address on the account.
Cancelling stops the next renewal. It does not end the term you have already paid for: your licence continues to its expiry date, and your install keeps running at your tier's ceiling until then. At expiry the install falls back to the free tier and keeps collecting -- nothing is deleted, and your history remains in your databases, which are yours.
To avoid a renewal charge, cancel before the renewal date.
3. REFUNDS
Your purchase is made through our payment provider, which is the merchant of record and the seller for that transaction. Refunds are issued by the provider under its own refund policy, and this section states that policy as it applies to a purchase of Kerbrus Flow Collector.
The window runs from the date of the transaction, and how long it is depends on where you bought:
Fourteen days in the European Union, the European Economic Area, Switzerland, the United Kingdom, Turkey and Israel.
Seven days in Canada, Brazil, South Korea and China.
Five days in Singapore.
A request inside that window is not a guarantee. The provider decides, at its sole discretion, whether a refund is appropriate, and reviews each request on its own facts.
If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you also have a statutory right to withdraw within fourteen days of the transaction and receive a full refund -- unless you began downloading, installing, using or otherwise benefiting from the Software during that period, having agreed that it be made available to you before the period ended. Installing Flow Collector ends that right.
A renewal does not start a new window, with two exceptions the provider makes: an annual subscription renewing in the United Kingdom starts a new fourteen days on the day it renews, and a subscription following a free trial in the European Union starts a new fourteen days when that trial ends.
Outside all of this, fees for a term already begun are not refunded, and a partial term is not credited, whatever the length of term you chose. To avoid a renewal charge, cancel before the renewal date, as section 2 describes.
The provider's own terms also apply to your purchase and may give you rights this policy does not; where they do, they are not displaced by anything written here.
Nothing in this policy limits a right you have under consumer law that cannot be limited by agreement.
4. CHANGING TIERS
You may increase your ceiling at any time during a term. The increase is prorated over the remainder of the term at current prices, so you pay only for what remains.
A decrease takes effect at your next renewal. We do not refund the difference for the term you are in.
5. FAILED PAYMENTS
A failed payment does not switch anything off. We will tell you, and we will keep telling you, while we retry. A monitoring system going dark because a card expired helps nobody, so your install keeps running at your tier while a payment is being sorted out.
6. ASKING
Write to [email protected]. Tell us the account and what happened. If something has gone wrong, say so plainly -- section 3 states what the refund policy allows, but it is not the whole of what we are willing to do about a bad experience.
END OF POLICY