Updated: 1 Jan 2026
Refund Policy
Ingenuity Networks (Pty) Ltd trading as Tower Sense provides subscription-based software and related onboarding services for remote monitoring, alerting, and infrastructure visibility. This Refund Policy explains when refunds may and may not be available.
1. Setup and onboarding fees
All setup, implementation, configuration, onboarding, and related once-off fees are non-refundable once work has commenced. This includes cases where a customer delays, pauses, or cancels onboarding after work has started.
2. Subscription fees
Recurring subscription fees are generally non-refundable once billed and paid, except where required by applicable law or where Tower Sense agrees otherwise in writing.
If a customer cancels a subscription, the service will usually remain active until the end of the current paid billing period, after which it will not renew, unless otherwise agreed in writing.
3. Cancellations
Customers may cancel their subscription by giving the required written notice in accordance with their quotation, order form, or applicable agreement. Unless otherwise agreed in writing, cancellation requires 1 calendar month written notice.
Cancellation does not entitle the customer to a refund for:
setup or onboarding fees already incurred,
the current billing period,
partially used subscription periods,
third-party costs already incurred on the customer’s behalf.
4. Duplicate or incorrect charges
If a customer believes they were charged in error, including duplicate billing or an incorrect amount, they must contact Tower Sense as soon as possible at info@towersense.tech.
Where Tower Sense confirms that a billing error occurred, Tower Sense will correct the error and, where applicable, issue a refund or account credit within a reasonable time.
5. Failed onboarding due to customer-side issues
Refunds will not be provided where onboarding, deployment, or service delivery is delayed, limited, or prevented due to customer-side factors, including but not limited to:
failure to provide required access, credentials, or approvals,
unsupported or faulty infrastructure,
unstable power or internet connectivity,
third-party system limitations,
delays caused by the customer or its contractors.
6. Third-party services
Tower Sense may rely on third-party services, providers, hardware vendors, cloud infrastructure, messaging platforms, and connectivity providers. Refunds are not provided for failures, outages, incompatibilities, delivery failures, or pricing changes caused by third-party services outside Tower Sense’s direct control, unless required by law.
7. Service interruptions
Tower Sense uses commercially reasonable efforts to provide a reliable service, but the platform is provided on an ‘as is’ and ‘as available’ basis, and uninterrupted availability is not guaranteed. Refunds or credits for downtime, missed alerts, delayed notifications, or service interruptions are not automatic and will be considered only where Tower Sense agrees in writing or where required by law.
8. Alerts and notifications
All alerts and notifications are best effort only. Tower Sense does not guarantee delivery, timing, accuracy, completeness, continuity, or receipt of any notification, whether by email, SMS, push, Telegram, webhook, or future messaging channels including WhatsApp.
9. Chargebacks
Customers are encouraged to contact Tower Sense before initiating a chargeback so that any billing concern can be reviewed and resolved promptly. Unsupported or abusive chargebacks may be treated as a breach of the customer agreement where permitted by law.
How to request a billing review
To request a billing review, refund consideration, or correction of a suspected billing error, customers must email:
info@towersense.tech
and include:
company name,
invoice number,
date of charge,
amount charged,
reason for the request,
any supporting documents or screenshots.
11. Legal rights
Nothing in this Refund Policy limits any rights a customer may have under applicable consumer protection or other mandatory laws.