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Terms of Purchase

By completing this purchase, you agree to the following terms regarding fees, subscription billing, warranty coverage, and refunds. These Terms of Purchase (the “Terms”) apply to all customers who purchase Pontosense Silver Shield (the “Hardware”) and/or Pontosense Care (the “Software”, and collectively, the “Services”), and govern your use of the Services.

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FEES AND SUBSCRIPTION TERMS

  1. ​​​​​Silver Shield Hardware. Payment for the Hardware covers the one-time cost of the physical Silver Shield device and includes accessories. However, this payment does not include access to the Pontosense Care platform. An active subscription is required for each device in order to access any insights, data, or functionality provided through the software platform.
  2. Pontosense Care Software. To enable the use of the Hardware, an active subscription to the Software is required for each device. Your payment information will be securely stored and may be used for recurring monthly subscription billing following the initial thirty (30) day trial period, unless otherwise agreed upon in writing between Pontosense and the customer. A separate subscription fee will apply to each individual device activated.
  3. Taxes and Duties. All prices are exclusive of applicable taxes, customs duties, and import charges. The purchaser is solely responsible for any and all sales tax, value-added tax (VAT), goods and services tax (GST), customs duties, or other governmental charges that may apply to the purchase, shipment, or use of the Services. Pontosense shall not be responsible for any such taxes or duties under any circumstances.

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LIMITED HARDWARE WARRANTY

  1. ​​​Coverage. Pontosense provides a one (1) year limited hardware warranty (the “Warranty”) from the date of shipment. This Warranty covers defects in materials and workmanship that cause the device to fail to operate in accordance with its published specifications under normal use and environmental conditions, subject to these Terms. If a device is found to be defective during the Warranty Period, Pontosense will, at its sole discretion and expense, repair or replace the affected device or component. Replacement units may be new or refurbished and are warranted for the longer of the remainder of the original Warranty Period or ninety (90) days.

  2. Exclusions. The Warranty does not cover:

    • Damage resulting from improper installation, unauthorized modifications, misuse, abuse, accidents, or neglect;

    • Damage caused by external electrical faults or environmental conditions outside product specifications;

    • Devices altered or repaired by parties not authorized by Pontosense;

    • Normal wear and tear or cosmetic damage;

    • Products or components supplied by third-party vendors not under Pontosense’s control;

    • Any costs related to removal, reinstallation, relocation, or physical access to hardware.

  3. Warranty Claims. To make a warranty claim, contact support@pontosense.com to request a Return Merchandise Authorization (RMA). If approved, Pontosense will provide instructions for return. The Client must return the device in accordance with those instructions. If the defect is covered under warranty, Pontosense will repair or replace the device at its expense. If the device is not covered, repair or replacement may be offered at cost.​

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RETURNS

  1. Hardware. All refunds or replacements are subject to Pontosense’s RMA process and any additional terms set out in any Agreements. Refunds will not be issued for any opened hardware units, or for any units that have been misused, altered, or modified without Pontosense’s prior written approval.
  2. Software. All fees paid for the Software are non-refundable, including but not limited to situations involving:

    1. Service interruptions or downtime

    2. Partial use or non-use of the Services;

  3. ​Cancellation Policy. If you wish to cancel your subscription, you must contact Pontosense Support directly at support@pontosense.com. Subscription fees are non-refundable once a billing cycle has begun. Cancellation requests must be received before the next billing cycle to avoid further charges. 

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By proceeding with this purchase, you confirm that you have read, understood, and agree to these terms. Pontosense reserves the right to update or modify these terms at any time without prior notice.

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If you have any questions or require any support, feel free to contact Pontosense Support at support@pontosense.com.

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Last Updated: May 1, 2025

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