Refund Policy

Refunds at Brivo are reviewed case by case. There are some situations where we will always refund (like a billing error or a service we failed to deliver), and some where we generally won’t (like a few months into a plan you forgot to cancel). Most cases fall in between — email us and we’ll work it out.

This policy applies to all paid Brivo Services and forms part of our Terms of Service. Individual Services may publish additional refund terms; where they do, the more specific terms apply to that Service.

In short:Refund requests are reviewed individually. We aim to be fair, fast, and honest about what we can and can’t do.

Refunds are issued at Brivo’s discretion, based on the circumstances of each request. We are not obligated to provide a refund except where required by law or where this policy expressly commits us to do so. However, we publish the criteria below so that you know what to expect.

Nothing in this policy limits any rights you have under the Consumer Protection Act, 2019 or other applicable law.

In short: Billing mistakes, duplicate charges, unauthorised charges, accidental renewals caught quickly, or a Service that genuinely failed to deliver what was promised.

We will issue a refund in the following situations:

• Billing errors. If you were charged the wrong amount, charged twice for the same period, or charged after a confirmed cancellation, we will refund the incorrect amount in full.
• Unauthorised charges. If a charge was made without your authorisation (for example, by someone who gained access to your account), notify us promptly and we will investigate and refund any unauthorised amount.
• Accidental renewal — caught early. If an annual subscription auto-renewed and you contact us within 7 days of the renewal charge, we will refund the renewal in full provided you have not made substantial use of the Service since renewal.
• Service failure. If a paid Service fails to function substantially as described and we are unable to resolve the issue within a reasonable time, we will refund the pro-rated unused portion of your subscription.
• Where required by law. Including where required under the Consumer Protection Act, 2019 or other applicable consumer protection law.

In short: If you used the Service through the billing period, changed your mind much later, or were terminated for breaking the Terms.

We generally do not refund in these situations:

• Used subscription periods. If you used the Service during a billing period, we do not refund that period even if you later cancel. You retain access until the end of the period.
• Mid-cycle cancellations. Monthly subscriptions are not pro-rated on cancellation. You keep access until the end of the current month; we do not refund unused days.
• Annual renewals after 7 days. If you discover an annual renewal more than 7 days after the charge, or if you have made substantial use of the renewed subscription, refunds are at our discretion and may be partial or denied.
• Change of mind on usage-based fees. Fees for usage that has already occurred (for example, AI Feature usage that has been delivered) are not refundable.
• Termination for breach. If we terminate your account for violating our Terms of Service, no refund is owed for the remainder of the billing period.
• Third-party fees.Charges incurred from third parties (for example, your bank’s currency conversion or transaction fees) are not refundable by us.

In short: Annual plans get a 7-day grace period on auto-renewal. After that, refunds are case by case.

Annual subscriptions auto-renew at the end of each annual term at the then-current rate. We send a renewal reminder by email before the renewal date.

If you contact us within 7 days of an annual renewal charge and have not made substantial use of the renewed subscription, we will refund the renewal in full. Outside this window, annual refunds are reviewed case by case and may be partial, pro-rated, or denied based on usage and circumstances.

You can cancel auto-renewal at any time from your account settings to prevent the next renewal.

In short: Email billing@brivo.ltd with your account email, the charge, and why. We’ll reply within 3 business days.

To request a refund, email us at billing@brivo.ltd with:

• the email address associated with your Brivo account;
• the date and amount of the charge in question;
• a brief description of why you’re requesting a refund.

We aim to acknowledge refund requests within 3 business days and to make a decision within 7 business days. Complex cases (for example, involving disputed unauthorised charges) may take longer; we will keep you updated.

In short: Back to the original payment method, typically within 5–10 business days.

Approved refunds are issued to the original payment method used for the charge. We do not issue refunds by bank transfer, cheque, cash, or to a different account.

Once approved, refunds typically reach your account within 5 to 10 business days, depending on your bank or card issuer. We will send confirmation by email when the refund is processed on our side. If you have not received the refund within 10 business days of that confirmation, contact your bank first — banks often hold pending credits for longer than they display — and then email us if it’s still missing.

Refunds are issued in the original currency of the charge. Any currency conversion or transaction fees applied by your bank or card network are not within our control and are not refundable by us.

In short:Please talk to us first before disputing a charge with your bank. It’s faster for everyone.

If you have a billing concern, please contact us at billing@brivo.ltd before raising a chargeback or dispute with your bank or card issuer. Most issues can be resolved directly and more quickly than a chargeback process.

Where a chargeback is raised for a charge we believe was valid, we may suspend the associated account pending resolution. If the chargeback is later resolved in our favour, any associated bank fees may be passed on to the account.

In short:If we change this policy materially, we’ll let you know 30 days in advance. Changes don’t affect refund requests already submitted.

We may update this Refund Policy from time to time. For material changes, we will provide at least 30 days’ notice by email and through an in-app notice. Changes do not apply retroactively to refund requests received before the effective date of the change.

For refund requests and billing questions: