Returns & Refunds
Our policies on refunds for software subscriptions and hardware purchases.
1. Scope
This policy covers RTE Logs Inc. software subscriptions and related purchases. If you have a separate written agreement with RTE Logs Inc., that agreement may take priority over this policy where the two conflict.
2. Subscription fees (software)
Subscriptions are charged in advance for each billing cycle. Unless the law requires otherwise or we have agreed otherwise in writing:
- Subscription fees are not refundable once a billing cycle has started.
- Any access to the Service, including logging in, syncing data, running reports or device events, counts as delivery of the Service for that cycle.
- Cancellations take effect at the end of the current paid cycle, and unused time is not prorated.
3. Hardware purchases
Hardware policies depend on the product and the terms shown at the time of purchase. Unless we state otherwise in writing, hardware is provided "AS IS" and may be covered by the manufacturer's warranty terms, if any. See the Product Warranty page for details.
4. Limited exceptions
RTE Logs Inc. may consider a credit or refund only in limited cases, such as:
- A duplicate charge caused by a billing error
- A wrong amount charged because of a processing error
- A long service outage that substantially prevents access to core features, not including user misconfiguration, connectivity problems or third-party outages
Requests must be made within 14 days of the charge unless the law requires otherwise.
5. Billing dispute process
- Email support@rtelogs.com with your company name, account email, the invoice or charge date and a short explanation.
- Include any supporting documents, such as screenshots, invoice numbers or relevant account details.
- Allow up to 7 business days for us to review and respond.
6. Chargebacks and dispute evidence
Please contact RTE Logs Inc. first so we can resolve the issue quickly. If a chargeback is filed, RTE Logs Inc. may share relevant records with payment processors and card issuers to confirm the Service was delivered, including:
- Invoices, subscription plan details and billing timestamps
- Account activation and login events
- Usage logs such as dashboard access, report generation and device events
- Support conversations and dispute history
- Your acceptance of the Terms at signup or at purchase
Filing a chargeback does not cancel your subscription. You remain responsible for fees incurred before your cancellation takes effect.
7. Contact
Billing questions: support@rtelogs.com