Refund & Cancellation Policy
Effective date: 05 October 2026
1. Overview and Scope
This Refund & Cancellation Policy applies to subscriptions, licenses, and services purchased through Canopy Observe, provided by [COMPANY_NAME: CANOPY INC / NORTHERN EDGE SOFTWARE PTY LTD] (ABN: [ABN_PLACEHOLDER: XX XXX XXX XXX]).
2. Australian Consumer Law (ACL) Guarantees
IMPORTANT CONSUMER NOTICE:
Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- To cancel your service contract with us; and
- To a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
3. Subscription Cancellation
You may cancel your recurring subscription at any time without penalty or cancellation fees:
- Self-Service: Navigate to Dashboard > Billing and click “Manage Subscription” to access the Stripe Customer Portal.
- Immediate Confirmation: Upon cancellation, your subscription remains active until the end of your current billing period (monthly or annual), after which no further charges will occur.
4. Cooling-Off Period & Refund Eligibility
New Subscriptions (14-Day Money-Back Guarantee): If you purchase a paid subscription for the first time and find that Canopy Observe does not meet your operational requirements, you may request a full refund within 14 calendar days of your initial transaction.
Renewal Charges: Subscription renewals are billed automatically. If you inadvertently renewed and have not utilized AI inference or drone telemetry services during the renewed period, you may request a refund within 7 calendar days of the renewal charge.
Enterprise / Custom Contracts: Custom SLAs, dedicated telemetry infrastructure, or tailored AI model training agreements are governed by the specific terms outlined in their commercial Master Services Agreement (MSA).
5. Transparent All-In Pricing & Taxes
All subscription tiers (Starter, Professional, Enterprise) clearly state billing frequencies (monthly or yearly). For Australian customers, prices are displayed inclusive of Australian Goods and Services Tax (10% GST). No hidden fees, undisclosed surcharges, or forced bundles are applied.
6. Requesting a Refund
To submit a refund request, contact our billing team with your account email and transaction details: