Refund Policy

Surveillant does not give money back for subscriptions, with three exceptions described in section 4. This page sets out why, what those exceptions are, and how renewals and cancelling work, so the rules are clear before you connect your first camera.

1. Access is what you pay for

A Surveillant plan (Starter, Pro or Enterprise) is billed per camera, monthly or annually, in advance, as listed on the pricing page. It opens analytics, alerts, search and retention for the cameras on the plan for the whole billing period from its first day. The fee is the same whether your cameras recorded a busy month or a quiet one, and whether anyone opened the dashboard.

When you subscribe you ask us to start providing the service immediately. You accept that any statutory right of withdrawal or cooling-off period that would otherwise apply ends once that has happened. The demo on the site shows the detection and alert interface before you pay.

2. Cancelling stops the next charge

• You can turn off renewal from your account at any time, without writing to us.
• It takes effect for every future period as soon as you do it. Your cameras stay connected and analysed until the end of the period already paid.
• Cancelling does not undo a payment already taken and is not treated as a refund request.
• No credit is given for days or cameras left unused in the current period.

3. Renewals and retried payments

Plans renew automatically. On the renewal date the new period starts and its fee falls due. If your card is declined, our payment operator retries the same invoice over the following days. A retry is the original amount, not an extra charge. Turning renewal off while retries are running affects later periods only, and a renewal paid on a retry is final. To avoid a renewal, turn it off before the date shown in your account.

4. When we do return a charge

Only in these cases, only where the records support it, and never above the charge concerned.

• Duplicate billing. An error in our billing took payment twice for one period.
• Proven card misuse. Someone paid with your card without your permission, you report it within 14 days, and our account records together with the payment operator's transaction records confirm it. We may ask you to confirm that you reported it to your card issuer.
• Total outage. A confirmed fault on our side left the whole service unusable for an unbroken stretch, you reported it while it lasted, and we did not resolve it. Delayed alerts, a single camera dropping offline, or problems with your own cameras, recorders, network or internet connection are not a total outage.

A refund that is granted goes back to the paying card, is limited to the amount paid for the affected period, and fully discharges our liability for that charge. It does not create a right to any later refund.

5. Cases that are not refunded

• A change of plans, a closed site, or cameras you no longer need to monitor.
• Cameras that were never connected, or an account nobody used during a paid period.
• Detection results you disagree with: missed events, false alerts, or lighting, angle and weather affecting accuracy. Video analytics is probabilistic and depends on your camera placement and image quality.
• Cameras, recorders or streams on your side that turned out incompatible, offline or misconfigured.
• A renewal that went through, on the first try or a retry.
• Thinking the plan was a one-off payment. Pricing, checkout and your account all show that it renews.
• Forgetting to cancel before renewal, or cancelling just after it.
• Choosing the wrong plan, billing term or number of cameras.
• A feature that is not described on the pricing page, or that behaves differently from what you expected.
• Use of the account by someone you shared access with.

6. Filing a request

Email [email protected] from your account address within 14 days of the charge, with its date, the amount and the exception from section 4 that you rely on. Requests sent later or through another channel are not considered, and a declined request is not reopened without new evidence.

7. Records and chargebacks

Creating an account means accepting our Terms of Service, which include this policy, and our Privacy Policy. For each subscription we keep the purchase time, the plan, price and camera count shown at checkout, your acceptance of the terms, the receipts and renewal notices sent, and an activity log of the account, such as sign-ins, cameras added, alert rules created and clips viewed or exported.

The payment operator keeps its own transaction record, including the country that issued the card and the result of bank authentication such as 3D Secure. These records are what a card misuse claim is assessed against.

Please raise a doubtful charge with us first. A chargeback started without contacting us breaches the Terms of Service. We respond to it with the records above, and the account is closed permanently.

8. Payments before this date

Payments made before 14 October 2026 remain under the terms that applied when they were made. Renewals from that date follow this policy.