Refund Policy

We trust our technology. That is why every new subscription customer receives the "Zero Missed Signal" 30-day guarantee, designed to remove the risk of your initial investment.

1. The guarantee promise

We guarantee that during your first thirty (30) calendar days of operation, CoreVisor's agents will detect, qualify and escalate to your chain of command every emergency signal received through connected channels — panic buttons, emergency calls, WhatsApp messages and monitored social feeds — in under 400 milliseconds, verified against the immutable audit log.

If, after operating the platform correctly, CoreVisor fails to meet this promise, we will refund 100% of your setup and activation fee and cancel your subscription without penalties — and you keep your data.

2. Conditions to make the guarantee valid

To ensure the platform had a real opportunity to operate, the guarantee applies only if:

1. Successful connection. Your hardware — cameras, GPS devices and access terminals — was successfully connected to CoreVisor during setup.

2. Devices onboarded. At least 80% of your connected devices were onboarded during the first week of use.

3. Continuous use. The platform recorded daily operational activity on at least twenty (20) days within the 30-day period.

4. System audit. The immutable audit log must show incoming signals that were not escalated within the 400 ms window.

3. Causes of invalidation (exclusions)

The guarantee will not apply under any of the following circumstances, which are beyond CoreVisor's control:

Physical or human sabotage. If personnel intentionally disconnected the hardware, disabled alert channels or deactivated agents to bypass the system.

Lack of basic infrastructure. If the system could not operate due to prolonged power outages, unpaid internet service, or damage to cameras, sensors or gates owned by the Customer.

Administrative negligence. If the system escalated the alerts correctly, but the chain of command or operators chose to ignore them.

Third-party suspensions. If Meta blocks the Customer's WhatsApp number for violating Meta's commercial policies.

Out-of-coverage signals. Signals received through channels or devices not connected to the platform (e.g. a call to a number not routed to EKO).

4. Claim and refund process

If the conditions are met and you wish to execute the guarantee:

1. Send an email to hello@corevisor.io before day 30 from your activation date, with the subject: "Guarantee Execution — [Organization]".

2. Our engineering team will audit the immutable logs (network and platform records) within no more than 72 business hours to confirm the rules of use were met.

3. If the claim proceeds, the 100% refund of the setup and activation fee will be issued within 5 to 10 business days to the same account or card used for the original payment.

The guarantee applies exclusively to new customers and is limited to one (1) refund per legal entity or owner, even with multiple locations.

5. Subscriptions

Cloud subscriptions are billed monthly per device and may be cancelled at any time with effect at the end of the current billing period. Unused days are not prorated.

6. Annual licenses

On-Premise annual licenses are non-refundable once the deployment has been provisioned, except where the "Zero Missed Signal" guarantee applies to the setup and activation fee. Cancellation terms are defined in your service order.

7. Services & hardware

Engineering services are billed per milestone. Hardware refunds follow the return and warranty terms stated in your purchase agreement.

8. How to request a refund

Write to hello@corevisor.io with your account or service order reference. We respond within 5 business days.