Refunds and Returns

This policy covers refunds on Platform subscriptions and returns of Hardware bought from Ereyna Labs Ltd, registered in England and Wales (Company No. 14603041), registered office 3 Aldonvale, Middle Street, Shepton Beauchamp, United Kingdom, TA19 0LB, trading as AgriHub360 and as nogyo.ai. It sits alongside our Terms of Use. Where a signed pilot or supply agreement covers the same ground, that agreement wins.

Hardware and Platform subscriptions are pre-launch. This policy is published now so it is readable before anything is for sale, and it applies to orders from the day sales open.

1. Which half of this policy applies to you

English law gives consumers rights that businesses do not get, so almost everything below depends on which you are.

You are a consumer if you are an individual buying wholly or mainly outside your trade or business. Someone buying a nogyo.ai sensor for a balcony, a windowsill or an allotment is a consumer. So is someone buying a single AgriHub360 sensor for a garden.

You are a business customer if you are buying for a farm, a co-operative, an estate, an agronomy practice, a research group or any other trade. This is true whether you trade as a limited company, a partnership or a sole trader. A sole-trader farmer buying sensors for their fields is a business customer, not a consumer, because the purchase is for the trade.

Where the purpose is mixed, the test is what the purchase is mainly for. If you think we have put you in the wrong category, tell us and say why. We would rather fix it than argue it.

2. Subscriptions: cancelling and refunds

2.1 The general rule

Subscriptions are billed for a period in advance. You can cancel at any time, and cancellation takes effect at the end of the period you have already paid for. You keep full use of the Platform until then.

We do not refund part of a period. If you pay for a month and cancel on day three, the plan stays live for the rest of that month and there is no refund for the days you did not use. The same applies to an annual term. This is deliberate: the price is set for the period, not the day, and we would rather keep the price low than build part-month accounting into it.

Cancelling stops the next payment. It does not delete your account. You keep export access for 30 days after the subscription ends, as set out in the Terms of Use.

2.2 If you are a consumer: your 14-day cancellation right

Because you bought at a distance, you have a statutory right to cancel the subscription within 14 days of the day the contract was made, without giving a reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and we cannot take it away from you.

• If the service had not started when you cancelled, you get a full refund.
• If you asked us to start the service straight away and then cancel inside the 14 days, you pay a proportionate amount for the part of the period you actually had, and we refund the rest. In other words, the rule in 2.1 does not apply to you until day 15.
• We calculate the proportionate amount against the total price for the period, by whole days.

To cancel, tell us clearly before the 14 days are up, in any form you like. Section 6 explains how, and gives you a form if you want one.

2.3 If you are a business customer

There is no statutory cooling-off period on a business purchase, so section 2.1 is the whole of it: cancel when you like, the plan runs to the end of the paid period, and there is no part-period refund.

Where we have quoted a custom or multi-site term, the notice period and any early-termination terms in that quote apply instead of this section.

2.4 Free plans, trials and price changes

Nothing is refundable on a Free plan, because nothing was paid. If we raise the price of your plan, the new price applies from your next period and we tell you before it does. If you do not accept the change, cancel before that period starts and you will not be charged the new price. We do not backdate a price rise into a period you have already paid for.

3. Hardware: returns

This section covers sensors, gateways and anything else we ship you. It splits into situations that carry very different terms: you changed your mind, the kit is faulty, or it has not shipped yet because you pre-ordered it. Read the right one.

3.1 Changed your mind, as a consumer

You have 14 days from the day you (or someone you nominated) took delivery to tell us you are cancelling, and then a further 14 days to send the kit back. You do not need a reason.

• Opening the box does not cost you the right, and it does not cost you money. You are entitled to handle the kit as you reasonably would in a shop: unbox it, look at it, check it powers up and works. We do not charge you a restocking fee, and we do not charge you for repackaging something you were entitled to unpack.
• What you may not do without consequence is go further than that. If the kit comes back worth less because of how it was handled beyond that point, we may reduce your refund by the amount of value it lost. The measure is the drop in what the kit is worth, not a fee and not a bill for our time. Section 4 sets out what that means in practice.
• We refund the price you paid plus the standard outbound delivery charge. If you chose a faster or more expensive delivery than our standard option, we refund the standard rate rather than the premium.
• You pay the cost of sending the kit back, unless it is faulty or not what you ordered, in which case we cover it.
• Send it back with everything that came in the box, and in the original packaging where you still have it. If the packaging has gone, that on its own is not a reason for us to reduce your refund.

If we did not tell you about this cancellation right before you ordered, the 14 days does not start running, and we may not reduce your refund for condition at all. We would rather get the pre-sale information right than rely on that.

3.2 Changed your mind, as a business customer

There is no statutory right to return a business purchase because you changed your mind. What follows is our own policy, and it is the part of this document that reflects how the kit actually works: a sensor that has been in soil is not a sensor we can sell as new, and the margin on it is thin enough that we cannot absorb the difference.

We accept change-of-mind returns within 14 days of delivery. After that it is at our discretion, and generally not, though it costs you nothing to ask if there is a reason. You cover the return postage. Three deductions can apply, and they stack:

• A restocking fee of 15% of the price, on every return. This applies even to sealed, untouched stock, because receiving it, checking it, re-testing it and putting it back into sellable inventory costs us the same either way.
• Repackaging, where the box has been opened. Retail packaging is not reusable once it has been opened, and a unit cannot go back on the shelf without it. We deduct what the replacement packaging costs us, at cost.
• Refurbishment, where the kit has been used. A node that has been in soil needs cleaning, contact servicing, re-sealing, recalibration and re-testing before anyone else can rely on it. We deduct what that work costs, at cost. Where it cannot be brought back to a saleable condition at all, we deduct the difference between the price you paid and what we can realise for it.

We inspect the kit, then send you the three figures and the total before we process anything, so you can decide whether you would rather keep it. We do not mark any of these up. They are cost recovery, not a penalty, and if you think a figure is wrong, say so and we will show you how we reached it.

Custom, bespoke and made-to-order kit is outside this section and is not returnable on a change of mind, whoever you are.

3.3 Faulty, damaged or not as described

This is not a returns question and no returns window closes it. If a sensor arrives broken, stops working, or does not do what we said it does, you have rights that run well beyond 14 days and that we cannot reduce by writing something else on this page.

If you are a consumer, the Consumer Rights Act 2015 gives you goods that are of satisfactory quality, fit for purpose and as described, and:

• within 30 days of delivery you can reject faulty goods and get a full refund;
• after that, you can ask for a repair or a replacement, at our cost, within a reasonable time and without significant inconvenience to you;
• if that repair or replacement fails, you can have a price reduction or reject the goods. In the first six months we will not reduce that refund to reflect the use you had;
• for the first six months, a fault that appears is treated as having been there on delivery, unless we can show otherwise. It is on us to show otherwise, not on you to prove the fault was there.

If you are a business customer, the Sale of Goods Act 1979 gives you goods of satisfactory quality, fit for the purpose you made known to us, and matching their description. Tell us within a reasonable time of discovering a fault. Our normal remedy is a repair or a replacement unit, and where neither is practical, a refund. Any warranty in your supply agreement or order confirmation sits on top of this and does not replace it.

None of the charges in section 3.2 apply to faulty kit. No restocking fee, no repackaging, no refurbishment deduction, whoever you are. Those exist because you changed your mind, and a sensor that does not work is not you changing your mind. We pay the return postage on faulty kit. Do not post anything before speaking to us: a photograph and the node ID often settle it without the unit moving, and if it does need to come back we will send you a label.

None of this covers a fault we did not cause. Accidental damage, immersion beyond the stated rating, livestock and machinery damage, opening a sealed enclosure, modifying a node, or fitting a non-supplied power source are outside it. Nor does a reading you disagree with make a sensor faulty on its own: a node reports its own location, and the Methodology page explains what that does and does not tell you about the rest of the field.

3.4 Pilot kit

Kit supplied for a pilot stays our property unless the pilot agreement says otherwise, so nothing in this section applies to it. Return, replacement and end-of-pilot handling are covered by that agreement. If a pilot node fails, tell us and we replace it.

3.5 Pre-orders, and money taken before anything ships

Hardware is pre-launch, so the first orders will be paid for well before there is a sensor to post. That gap is the whole of this section. Where we take payment at the time of order rather than at dispatch, we say so on the order page, and we give you an estimated dispatch window in writing before you pay.

If you are a consumer, you can cancel a pre-order at any time before it arrives, and for 14 days afterwards. The cancellation clock does not start when you pay. It runs to 14 days after the day you take delivery, so a pre-order placed months ahead is cancellable for that whole wait and then some. Nothing has shipped, so there is nothing to inspect, nothing to deduct and no condition to argue about: you get everything you paid back, in full, within 14 days of telling us.

If you are a business customer, cancel before dispatch and you get the full amount back. The 15% restocking fee in section 3.2 does not apply to a pre-order you cancel before it leaves us, because nothing has been picked, packed, shipped or put back on a shelf. Once it has been dispatched it stops being a pre-order and section 3.2 applies in the ordinary way.

If we are late. An estimated dispatch window is an estimate, and hardware timelines slip. If we miss it, we will tell you the new date and you can either wait or cancel for a full refund. Consumers additionally have a statutory route: if we have not delivered within 30 days, or within any longer period we agreed with you, you can give us a final reasonable deadline in writing, and if we miss that you can end the order and have all of your money back. Where the delivery date was essential and you told us so, you do not have to give us the extra deadline first.

We do not treat a pre-order as a non-refundable deposit, and we do not keep a booking fee out of a cancelled one. If a pre-order ever carries a genuinely non-refundable element, it will be named and priced on the order page before you pay, never introduced here afterwards.

4. What we deduct for, and what we do not

Sections 3.1 and 3.2 both turn on the state of the kit that comes back, but they do not reach the same answer, so read your own column. A business customer pays the 15% restocking fee on top of anything below. A consumer never does.

For a consumer, we do not reduce a refund for opening the box, for removing packaging, for the packaging being thrown away, for the battery having been used, or for the unit having been registered in the app. The only thing that reduces a consumer refund is the kit being worth less than it was, and only where that is down to handling beyond checking it works.

For a business customer, the restocking fee applies whatever condition it comes back in, and packaging is chargeable, because these are the costs of taking stock back rather than a judgement about how you treated it.

Either way we tell you every deduction and the reason for it before we process the refund, and we will send you photographs of what we found if you ask.

5. What this policy does not cover

• Kit bought from a reseller or a marketplace rather than from us. Their returns policy governs, and your statutory rights are against them.
• Custom, bespoke or made-to-order hardware, on a change of mind.
• Pilot kit, which section 3.4 sends to the pilot agreement.
• Anything under a signed supply or enterprise agreement that sets its own terms, which win over this page.
• Third-party services you buy through a link on our Site. Those are contracts with that supplier.

6. How to cancel or return

Email hello@agrihub360.com, or write to Ereyna Labs Ltd at the registered office above. Tell us your order number, what you are cancelling or sending back, and where the refund should go if it is not the card you paid with.

A consumer cancelling under section 2.2 or 3.1 can say so in any clear way. There is no required wording and no form you have to use. If you would rather use one, this is the statutory model:

To Ereyna Labs Ltd, 3 Aldonvale, Middle Street, Shepton Beauchamp, United Kingdom, TA19 0LB, hello@agrihub360.com:

I hereby give notice that I cancel my contract of sale of the following goods / for the supply of the following service:

Ordered on / received on:
Name of consumer:
Address of consumer:
Date:

Send the message before your 14 days is up. The date you send it is the date that counts, not the date we read it. Keep a copy: if there is ever a question about when you cancelled, that copy settles it.

Do not post hardware back before you have heard from us. We will confirm the return address and, where we are paying for the postage, send you a label.

7. How and when you get the money

• Refunds go back by the method you paid with, unless you ask for something else and we agree. We do not issue credit notes or store credit in place of a refund.
• On a subscription, we refund within 14 days of you telling us you are cancelling.
• On hardware, we refund within 14 days of the kit arriving back with us, or of you showing us you have sent it, whichever is sooner.
• We charge nothing for processing a refund itself. The deductions in sections 3.2 and 4 are separate, apply to business change-of-mind returns only, and are told to you before we process anything.
• How quickly it appears after that is your bank or card issuer, not us. Card refunds usually clear in three to five working days.

8. If we get it wrong

If you think we have applied this policy badly, reply to whoever handled it and say so. If that does not settle it, write to hello@agrihub360.com marked for the attention of a director, and we will give you a final written answer within 30 days.

Nothing here stops a consumer taking a complaint further. You can approach an alternative dispute resolution provider, or your local Trading Standards service through the Citizens Advice consumer helpline. Nothing in this policy affects your statutory rights, and no term of ours can exclude or restrict them.

9. Changes to this policy

We may update this policy. The current version is always on this page with the date at the top, and the version in force when you ordered is the one that governs your order. Ask us for it if you need it.

10. Governing law

This policy is governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living elsewhere in the United Kingdom, you may bring proceedings in your own courts, and you keep the protections of the mandatory consumer law of the country you live in.

11. Contact

Questions about a refund or a return: hello@agrihub360.com, or write to the registered office above.