Refund & Cancellation
Policy

Overview

RemoAsset offers two billing models, each with different cancellation and refund mechanics:

• Subscription Plans A recurring monthly or annual platform and service fee. This plan includes the 60-day Unresponsive Employee Protocol and associated escalation handling described in the Agreement.
• Pay-As-You-Go (PAYG) Fees charged per transaction, device, or service event, with no recurring subscription commitment. Escalation handling for unresponsive employees is not included under PAYG.

This Policy addresses (a) cancelling ongoing subscription or platform access, and (b) refunds for fees already paid. It does not change RemoAsset's role as aggregator and facilitator: devices procured on the Client's behalf are owned by the Client from the point of procurement, and refunds under this Policy relate to RemoAsset's service fees — not to the value of devices themselves.

Cancelling a Subscription Plan

2.1 How to Cancel

Clients may cancel a Subscription Plan at any time by providing written notice to legal@remoasset.com or through the cancellation function on the RemoAsset platform. Unless a different notice period is specified in the Client's Pricing & Payment Terms, cancellation takes effect at the end of the then-current billing cycle (monthly or annual, as applicable).

2.2 Refunds on Cancellation

• Monthly Subscriptions Fees already paid for the current billing month are non-refundable. The Client retains full subscription benefits, including the 60-day Unresponsive Employee Protocol, through the end of the paid month.
• Annual Subscriptions If cancelled before the end of the contracted term, RemoAsset will refund the unused portion of prepaid fees on a pro-rata monthly basis, calculated from the effective cancellation date, less: (i) any discount applied in consideration of the annual commitment, and (ii) fees for services already performed (e.g., procurement, shipping, retrieval, or storage actions completed before the cancellation date).
• Mid-Cycle Downgrades A Client moving from a Subscription Plan to PAYG will be treated as a subscription cancellation for refund purposes, effective at the end of the current billing cycle. The 60-day Unresponsive Employee Protocol will not apply to any case opened after the downgrade takes effect.

Pay-As-You-Go (PAYG) Engagements

PAYG fees are charged per service event (e.g., per procurement order, per retrieval, per storage period) as set out in the Pricing & Payment Terms.

• Services Not Yet Performed If a Client cancels a specific service request before RemoAsset has taken any action on it (e.g., before a purchase order is placed with a vendor, or before a return label is issued), the associated fee will be refunded in full.
• Services In Progress or Completed Once RemoAsset has incurred a cost or taken a substantive step — including but not limited to placing a procurement order, issuing a shipping label, or accepting a device into storage — the corresponding fee becomes non-refundable, regardless of whether the underlying device transaction is later cancelled by the Client.

There is no recurring subscription fee to cancel under PAYG; this section governs only the individual service fees charged.

Non-Refundable Items

The following are non-refundable under any billing model, except where required by applicable law:

• Device procurement fees Amounts owed for devices already procured on the Client's behalf. These devices are the Client's property from the point of procurement (see Section 2 of the Agreement, Device Ownership & Aggregator Role); RemoAsset's fee for arranging that procurement is earned once the order is placed.
• Third-party costs Already incurred on the Client's behalf, including vendor invoices, shipping/carrier charges, customs duties, and warehousing fees for the period already accrued.
• One-time setup, onboarding, or integration fees (e.g., MDM/HRIS integration), once the corresponding work has commenced.
• Client error fees Fees attributable to Client errors — for example, charges for re-delivery or re-pickup caused by inaccurate procurement specs, delivery addresses, or employee contact details supplied by the Client, as referenced in Section 7 of the Agreement.
• Pre-cancellation services Any portion of fees relating to services delivered prior to the effective date of cancellation or termination.

Refund Process & Timeline

• Refund Requests Submit refund requests in writing to legal@remoasset.com, referencing the relevant invoice number(s) and the reason for the request.
• Review RemoAsset will review and respond to refund requests within 10 business days of receipt.
• Approved Refunds Approved refunds will be issued to the original payment method (or, where not possible, by bank transfer to an account designated by the Client) within 30 days of approval.
• Offsetting RemoAsset may, at its discretion, apply an approved refund as a credit against future invoices instead of a cash refund, where the Client has an ongoing Agreement and agrees to this approach.
• Disputed or Late Invoices Refunds do not suspend the Client's obligation to pay any other invoice that is not the subject of the refund request. Late payments continue to accrue interest as set out in Section 3 (Fees & Payment) of the Agreement until paid.

Effect on Devices

Cancelling a Subscription Plan, switching billing models, or terminating the Agreement does not affect ownership of devices, which remains with the Client at all times. However, the following operational consequences apply, consistent with Section 10 (Term & How to Exit) of the Agreement:

• Platform Access The Client's access to the RemoAsset platform will be disabled at the effective date of cancellation or termination.
• Data Return RemoAsset will return the Client's data within 30 days of termination, in a standard electronic format, at no additional charge.
• Devices in Storage Any devices held in RemoAsset's storage must be retrieved by the Client within 60 days of termination, at the Client's cost. Storage fees continue to accrue until retrieval is complete, and these accrued fees are not refundable.
• Open Cases Any device retrieval cases marked "Employee Unresponsive" prior to cancellation remain the Client's responsibility to pursue, as described in Section 4 of the Agreement. RemoAsset will provide all related documentation on request.

Refund processing under Section 5 of this Policy is independent of, and does not delay, the device-return and platform-access timelines described above.

Early Termination for Cause

Nothing in this Policy limits either party's right to terminate the Agreement for material breach, as set out in the General Terms of the Agreement.

Where the Agreement is terminated due to RemoAsset's uncured material breach, any prepaid fees for services not yet rendered will be refunded in full within 30 days of termination.

Where the Agreement is terminated due to the Client's uncured material breach (including non-payment), prepaid fees are treated under Sections 2 and 4 of this Policy as if the Client had cancelled, and no additional refund beyond those provisions will be due.

Changes to This Policy

RemoAsset may update this Policy from time to time to reflect changes in our services or Pricing & Payment Terms. We will provide at least 30 days' notice of any material change that reduces a Client's refund rights, and such changes will apply prospectively to billing cycles or service requests initiated after the notice period.

Contact

Questions about this Policy, or requests to cancel a plan or request a refund, should be directed to:

This Policy is governed by the laws of Delaware, USA, consistent with the governing law provision of the Master Services Agreement.