Alterra BI is a subscription software service. There are no physical goods to return, so this policy explains how trials, cancellations and refunds work. It forms part of our Terms & Conditions.
1. Plans and billing
- Subscriptions are available on monthly, quarterly or yearly billing periods.
- Fees are billed in advance at the start of each billing period.
- Prices exclude VAT, which is added at the applicable rate.
- A one-time onboarding and installation fee applies per location, unless waived under a launch offer. It is not refundable once onboarding has started.
- Launch-offer discounts apply only for the period stated in the offer. After that, the regular price applies.
2. Free trial
- A 7-day trial may be offered on approval.
- There is no charge during the trial.
- A paid subscription starts only after you confirm it in writing or sign an Order.
3. Cancelling a subscription
- You can cancel by giving 30 days’ written notice by email to bi@byalterra.com.
- The cancellation takes effect at the end of the billing period in which the 30-day notice ends. Your access continues until then.
- Subscriptions renew automatically for the same billing period unless cancelled with notice.
4. Refunds
Fees for a billing period that has started are not refundable, except:
- for duplicate or incorrect charges;
- where we materially fail to provide the service and do not fix the problem within [14] days of your written notice, in which case we refund the unused part of the prepaid period; or
- where a refund is required by law.
Approved refunds are paid to the original payment method within [14] business days.
5. Changing your plan
Upgrades, downgrades and changes to the number of locations take effect from the next billing period, unless we agree otherwise in writing.
6. Installation and hardware
Any installation services or hardware are quoted separately and governed by that quotation.
7. If we end the service
If we stop providing Alterra BI for reasons other than your breach of the Terms, we will give you at least 30 days’ notice and refund any prepaid fees for the period after the service ends.
8. Your data after cancellation
Snapshots of flagged events continue to be deleted on their 90-day schedule. Event data and reports can be exported for [30] days after cancellation and are then deleted, unless the law requires us to keep them.
9. Contact
Maharat Al Holol Co. · bi@byalterra.com · +966 56 465 8658