Why payments are final
A MotionDetection subscription is a block of time in which your cameras are analysed at the camera count of your tier, as published on the pricing page. The whole block is yours from the day it starts. We charge for that period of access, not for the number of events, crops or alerts it produces, so a week with nobody in frame costs the same as a week of deliveries at every door.
You can run the demo on the homepage before paying, which shows detection and classification on real footage. By subscribing you ask us to begin the service straight away, and you acknowledge that any statutory withdrawal right or cooling-off period ends once we have started it at your request.
The three exceptions
We return a subscription payment only in one of the following situations, only when it can be shown from records, and only up to the payment concerned.
- Charged twice. Our billing took two payments for the same period.
- Card used without your consent, and shown to be. You tell us within 14 days of the charge, and our account log together with the payment operator's transaction record bears it out. We may ask you to confirm that your card issuer has been informed too.
- The service was down completely. A confirmed fault on our side stopped MotionDetection working for every camera, without a break, you reported it while it lasted, and we could not fix it. One stream dropping, slow events, or trouble with your own cameras, recorder, router or upload are not this.
Money that is returned goes to the card that paid, never exceeds what was paid for the affected period, and closes our liability for that payment. One refund does not establish a right to another.
What does not qualify
- You moved premises, sold the site, took cameras down or simply no longer need monitoring.
- Cameras were never connected, or nobody looked at events during the paid period.
- You disagree with what the detector saw: a missed person, a car classed as a van, an alert set off by a shadow, rain or headlights. Detection is probabilistic and depends on angle, light and resolution.
- Your camera or recorder does not expose a usable RTSP or ONVIF stream, or the stream was misconfigured.
- A renewal was taken, first time or after a retry.
- You believed the tier was a single payment. Pricing, checkout and the console all say it renews.
- You meant to cancel before the renewal date and did not, or cancelled right after it.
- You picked Watch and needed Operate, or the other way round, or chose the wrong billing term.
- A capability that the pricing page does not list, including any the comparison table marks as no.
- Unused days after you cancelled. Periods are not pro-rated.
- Someone else used your console, including people you gave the login to.
How to raise a request
Email support@motiondetection.com from the address the subscription is registered to, within 14 days of the payment. Say when you were charged, how much, and which exception applies. Requests that arrive later or by another route are not assessed, and a declined request is not reopened without new evidence.
Cancelling
Cancel in your account whenever you like, with no need to contact us. From that moment no further renewal is taken. Your streams keep being analysed until the end of the period you have paid for. Cancelling is not a refund request and does not reverse a payment already made.
Renewals and retries
Monthly and annual tiers renew by themselves until cancelled. The next period starts on the renewal date, and its payment is due from then. If your bank declines it, our payment operator tries the same invoice again over the next days. These are retries of one unpaid amount, not new charges. Cancelling during retries stops the periods after the current one, and a renewal paid on a retry is as final as any other. To skip a renewal, cancel before the date shown in your account.
Records we keep
Signing up means accepting the terms of service, which include this policy, and the privacy policy. For each subscription we keep the time of purchase, the tier, price and camera count shown at checkout, your acceptance, the receipts and renewal notices we sent, and an account activity log: sign-ins, streams added, zones drawn, alerts delivered and clips opened.
The payment operator holds its own record of each transaction, including the card's issuing country and the result of bank authentication such as 3D Secure. A claim of card misuse is checked against both.
Chargebacks
If a payment looks wrong, write to us before going to your bank. Opening a chargeback without contacting us breaches the terms of service. We answer it with the records above, and the account is closed permanently.
Earlier purchases
Payments made before 14 October 2026 stay under the terms that applied when they were made. Renewals from that date onward follow this policy.