Billing, refunds and cancellation

Our published rate card is the list price for every component we sell. Where a price is also held in our payment processor, that one governs what your card is charged, and the two are kept the same. A component that has not been priced appears as "Not yet priced" rather than as zero, is never billed, and never contributes to a total.

Current prices are on the pricing page, which reads them live. Prices there are per month and exclude tax. They carry no volume tier; larger estates are quoted separately, and a signed order governs over this page for that customer.

Schools and business are billed per analysed camera per month. Home is a flat monthly rate covering up to eight cameras.

A camera counts once it has streamed. Declaring a camera at signup is a statement of intent, and charging before any video has arrived would be charging for coverage that does not exist. Once a camera has connected it keeps counting through later outages, so an invoice does not flicker with your network.

The appliance is a monthly rental, at a tier matched to the size of your site. Replacement of failed hardware is covered; the unit returns to us when you cancel.

Professional monitoring, where you choose it, is per analysed camera per month.

Cameras that cannot do the job. During setup each camera is rated for which weapon classes it can resolve at its working distance. Rifles and handguns are rated separately, and many cameras resolve one and not the other. A camera is billed if it can resolve at least one, at the same rate either way, and the classes it cannot resolve are stated on the camera and in your invoice exclusions. A camera that can resolve none of them is excluded from analysis and is not counted, because billing for a camera that cannot work would be charging for coverage you do not have.

Cameras we stopped analysing. If we improve the rating method and a camera you are paying for turns out to fall short, it comes off the bill. A re-rating that would move cameras onto a bill is applied by an administrator and states the count first, so nothing is added to an invoice while nobody is looking.

Alerts. There is no per-alert, per-incident, or per-dispatch charge. A pricing model that charges by alert would give us a reason to want more of them.

Drills. Test as often as you should.

When your analysed camera count changes, the subscription quantity is updated to match. Proration is not applied. The change appears on your next regular invoice rather than generating an immediate partial charge or credit.

Read that in both directions: adding cameras mid-cycle costs you nothing until the next invoice, and removing them mid-cycle produces no credit for the part-month. We chose one simple rule over a stream of partial invoices, and it cuts both ways.

Subscriptions bill monthly in advance from the day you subscribe, and renew until cancelled. Payment is by card through our payment processor; card details go to them directly and never reach our servers. Invoices and receipts are available in the billing portal. Amounts are in US dollars.

Prices exclude sales, use, and similar taxes, which are added where they apply and are your responsibility. If you are exempt, send us your exemption certificate before your first invoice and we will apply it going forward. A certificate provided after an invoice has been issued applies from the next one; we cannot retroactively remove tax already remitted. Taxes based on our own income are ours.

Cancel at any time from the billing portal in your account settings. There is no cancellation fee, no minimum term, and no requirement to call anyone.

Cancellation takes effect at the end of the period you have already paid for. Until then the service runs normally. When it takes effect, your site is no longer being analysed. Nothing is watching for a firearm at that address after that moment, and you should have a plan in place before you reach it.

Export your incidents before you cancel. After the account closes we will delete your data on request; see retention in the privacy policy for what we can and cannot erase. Appliances return to us.

We do not refund part-months. When you cancel, the period you have paid for runs to its end rather than being refunded pro rata.

We do refund billing errors, in full. If you were charged for cameras that were not analysed, charged after cancelling, or double-charged, tell us and we will correct it. We would rather fix it than have you discover it in an audit.

If the appliance never worked at your site, the first thirty days are refundable in full, including the appliance rental, on its return. Camera compatibility is the most common reason a deployment does not work out, which is why we try to establish it before you pay rather than after.

If a payment fails we will retry it and tell your administrators. A payment that stays unpaid may lead to suspension after notice, and it is worth being exact about what a suspension does: it stops the account from growing and does not stop it from watching. You cannot add a camera or an appliance while suspended. Analysis, alerting, escalation, panic, arming, drills, and your roster all keep working.

We will not stop analysing your site on a failed payment without notice and a reasonable opportunity to fix it. A safety system that switched itself off over an expired card would be a worse failure than an unpaid invoice, and this is the one place where the billing system defers to the product. The full rule is in what a suspension does.

We will give at least thirty days' notice before a price change affects you, and it will apply from your next renewal. If you do not want to continue at the new price, cancel before that renewal. A price fixed in a signed order holds for the term of that order.

Tell us within sixty days of the invoice date and we will investigate. Write to billing@optiarms.com with the invoice number and what looks wrong. You may withhold the disputed amount while we look, but not the rest of the invoice, and we will not suspend an account over an amount genuinely in dispute. Please come to us before raising a chargeback: a chargeback on a safety subscription can close an account faster than either of us intends.

We can bill against a purchase order and invoice on net terms rather than by card. Send us the purchase order and the invoicing contact before the term starts. Where your procurement rules require a signed order or a state addendum, that document governs over this page for you.

Obligations that run past a fiscal year are subject to appropriation, as set out in the government and public-entity clause. If funds are not appropriated you may end the term at the end of the funded period, without penalty beyond fees already accrued.

Billing questions, purchase orders, exemption certificates, and invoice disputes go to billing@optiarms.com.