Cancellation & Hub Returns

Cancelling Your Subscription

• Cancel anytime — there's no long-term contract.
• Partial months are not refunded, except where the statutory cooling-off right applies (see below).
• Service continues until the end of your paid billing period.
• The Intelligence Hub will be remotely wiped on cancellation.

How to Cancel

1. Contact us to request cancellation.
2. We'll confirm the end-of-service date and arrange the Hub return (next section).

14-Day Cooling-Off Right

If you are a new customer and a consumer who signed up at a distance (for example, online or by phone), you have the right to cancel within 14 days of the day after you enter into the agreement, without giving any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Because the Service must begin immediately in order to function, if you ask us to start providing it during this period you may be charged on a pro-rata basis for the Service provided up to the moment you cancel, and you lose the right to cancel once the Service has been fully provided within the cancellation period.

This does not affect your statutory rights.

Full terms in the Terms of Service, Section 20E.

Returning the Intelligence Hub

The Intelligence Hub is owned by scOS and provided to you on a loan basis for the duration of your active subscription. On cancellation, the Hub must be returned to us within 14 days.

How the Hub Comes Back

scOS will arrange the return at our discretion, using whichever option suits the situation:

• An scOS engineer collects it from your address at a time we agree with you, OR
• We send you a prepaid shipping label; you drop the Hub at any partner courier point.

In either case:

• The Hub must be in good working condition, with no tampering or physical damage caused by the customer.
• Include the original power supply and any accessories that were provided.

If the Hub Isn't Returned

If the Hub isn't returned within 14 days of cancellation, a Non-Return Charge applies. These figures are reasonable estimates of replacement cost (a written breakdown is available on request):

• Hub: £156 (inc. VAT)
• PSU: £12 (inc. VAT) — if missing/not returned with the Hub
• £30 (inc. VAT) — administrative charge if the Hub is returned undamaged within 30 days (replaces the Hub charge above)

Full terms in the Terms of Service, Section 20C.

Hub Care While Subscribed

For longevity and reliable service, please keep the Hub:

• Indoors, in a cool space (10–24°C).
• Well-ventilated.
• In an environment with relative humidity below 60% and low dust levels.
• Connected via Ethernet to a trusted internet source.

Hardware Issues

While your subscription is active and the Hub has been cared for in line with the conditions above, scOS will replace any failed components or, if needed, the whole Hub at no extra cost. Contact us if you notice anything wrong and we'll remotely troubleshoot first; if the Hub needs replacing we'll send a new one and collect the old one.

Damage caused by drops, liquids, electrical interference, tampering, or unauthorised modifications is not covered — see the Terms of Service for full terms.

Data After Cancellation

• Access to stored data ends on your service end date.
• Data is then erased on our automated retention schedule (see our Data Ethics Zone).
• Please download anything you want to keep before cancellation.

Questions

For anything not covered above, contact us and we'll get back to you.