Refund Policy

1. Overview

TheBuildingCloud (“we”, “us”, “our”) provides subscription-based software for smart building management, including access control, device integrations, video intercom, parking cameras, alarm monitoring, and related features.

Payments for paid plans are processed through our billing partner Chargebee. By subscribing, you agree to the billing terms in our Terms and Conditions and to this Refund Policy.

2. General refund rule

Unless required by applicable law, or unless we explicitly agree otherwise in writing, all fees are non-refundable.

This includes monthly and annual subscription fees, metered usage charges, add-on charges, and any prorated amounts billed when you change plan or usage during a billing period.

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Paying for a subscription gives you access for the billing period you have paid for. Cancelling stops future renewals; it does not automatically entitle you to a refund for time already billed.

3. Subscription billing

3.1 Billing cycle

Paid subscriptions (such as PRO and Enterprise) are billed in advance on a monthly or annual basis. Annual plans may include a discount equivalent to two months free, as described on our pricing pages.

3.2 Payment processing

Card payments and saved payment methods are handled securely by Chargebee and its payment processors. We do not store full card numbers on our servers.

3.3 Plan changes

If you upgrade, downgrade, or add/remove billable items during an active period, Chargebee may calculate prorated charges or credits according to its billing rules. Any such adjustment is handled through the billing system and does not constitute a discretionary cash refund unless we confirm otherwise.

4. Cancellations

You may cancel a paid subscription to prevent renewal at the end of the current billing period. After cancellation:

Your account typically retains paid features until the end of the period already paid for.
At renewal, the subscription may move to a Free plan or become inactive, depending on your account configuration.
No refund is issued for unused days within a billing period already paid for.

Organisation administrators can manage subscriptions from the in-app billing area or by contacting support if self-service cancellation is unavailable for their account type.

5. Metered usage & add-ons

Certain features incur additional usage-based charges, including but not limited to:

Additional PIN / PROX / UHF ID / QR codes
Extra Caller ID users on intercom-enabled entrances
Intruder alarm monitoring per device
Fire alarm monitoring per device
Unlimited SIM cards on applicable plans

These charges are billed according to your plan and measured usage synced to Chargebee. Usage charges already invoiced or collected are non-refundable except where required by law or where we confirm a billing error on our side.

6. Free plan

The Forever FREE plan is provided at no charge. Because no payment is taken, refund requests do not apply. Feature limits and fair-use restrictions for the Free plan are described in our Terms and Conditions and product documentation.

7. Billing errors & service issues

We want billing to be accurate. Contact us promptly if you believe:

You were charged twice for the same subscription period
You were billed for a plan or add-on you did not authorise
A technical fault on our platform prevented meaningful use of a newly purchased paid service for a sustained period

We will review genuine billing errors and, where appropriate, issue a correction, credit, or refund through Chargebee. Each case is assessed individually. We may request account details, invoice references, and supporting information.

Temporary outages, scheduled maintenance, third-party network issues, or problems caused by customer-side hardware, configuration, or internet connectivity are generally not grounds for a refund, though we will work with you to restore service.

8. Hardware & third-party costs

TheBuildingCloud is primarily a software platform. Refunds for physical hardware, installation services, SIM cards, mobile data, third-party access control panels, cameras, or other equipment purchased outside our subscription checkout are governed by the supplier’s own terms—not this policy—unless we explicitly sold the item to you through an agreed separate contract.

Integrations with third-party device vendors (for example access control, fire alarm, parking camera, or IoT platforms) may involve separate licensing or service fees billed by those vendors.

9. Consumer rights

Nothing in this policy limits your statutory rights. If you are a consumer in the United Kingdom or European Economic Area, you may have additional rights under applicable consumer protection law, including rights relating to digital services purchased at a distance.

If you believe a statutory right applies to your purchase, please contact us with your order details and we will respond in accordance with applicable law.

10. How to request help

For billing questions, cancellation assistance, or to report a possible billing error, contact us with:

Organisation name and administrator email
Chargebee invoice or transaction reference, if available
Description of the issue and the refund or correction requested

We aim to acknowledge billing enquiries within one business day and resolve them as quickly as practicable.

11. Contact

If you have questions about this Refund Policy, contact us: