01Try before you pay
Every library starts with a free 30-day trial of every module. No payment is taken during the trial, so there is nothing to refund if the library decides not to continue.
02Monthly plans
Monthly plans can be cancelled at any time and remain active until the end of the month already paid for. Partial months are not refunded.
03Yearly plans
- A library that cancels a yearly plan within 30 days of the first payment receives a full refund.
- After 30 days, a yearly plan remains active until the end of the paid year and is not refunded for the remaining months.
- When a library moves up to a larger plan mid-year, the unused value of the current plan is credited toward the new one.
04What is not refundable
- RFID hardware, tags and labels bought from third parties.
- Subscriptions to e-books, e-journals and databases paid to publishers or consortia.
- Fees for one-time services that have already been delivered, such as on-site training.
05Service problems
If the service is unavailable for an extended period because of a fault on our side, we will offer a credit in proportion to the time lost. Libraries can request this through the Connect Team page.
06How to request a refund
Send a note through the Connect Team page with the library name and the email used for billing. Approved refunds are returned to the original payment method within 10 working days.
07Your data after cancelling
After cancellation, the library has 30 days to export its catalogue, members and circulation records before they are deleted from active systems.