Billing, Renewal and Refund Policy

1.1OakHive is sold as a subscription, on either an annual or a monthly term, as stated on your Order Form.

1.2A subscription includes a stated capacity of interviews or interview time. Beyond that, you can buy Additional Capacity as you need it — see section 2.

1.3All fees are in EUR unless the Order Form says otherwise.

2.1Your Order Form states what the subscription includes. Included capacity applies to the term it was bought for and does not roll over into the next one.

2.2Additional Capacity — extra interviews, or extra interview time — can be purchased at any point during a term, at the rates on your Order Form or, where none is stated, at our then current rates.

2.3Additional Capacity is used only once the included capacity for the period is exhausted. It is billed monthly in arrears, on the invoice following the month in which it was used.

2.4We will tell you when your usage approaches the included capacity, so that buying more is a decision rather than a surprise on an invoice.

2.5A scheduled interview that is declined by the participant, or that does not take place, is not counted against capacity. Neither is one the system marks as having produced insufficient material for artefacts. You are not billed for an interview that produced nothing.

3.1Subscription fees are invoiced in advance: annual subscriptions for the full term at its start, monthly subscriptions at the start of each month.

3.2Invoices are payable within 14 days of the invoice date, by bank transfer to the account stated on the invoice, without set-off or deduction.

3.3Access begins on the later of the start date on the Order Form and the date the first invoice is paid.

3.4Bank charges on a payment are yours. The amount we receive must equal the invoiced amount.

3.5Purchase order numbers will be shown on an invoice where you give us one before invoicing. Terms printed on a purchase order do not apply — clause 3.2 of the Subscription Agreement.

Fees are exclusive of VAT and any other applicable tax. Which treatment applies depends on where you are established and whether you are in business:

4.1Where a law requires you to withhold tax from a payment, the amount payable is grossed up so that we receive what we invoiced. Send us the withholding certificate.

4.2If the VAT number you give us turns out to be invalid, you are responsible for the VAT that should have been charged, together with any interest or penalty arising.

5.1If an invoice is not paid on time we may charge statutory late payment interest and recovery costs under the law implementing Directive 2011/7/EU on late payment in commercial transactions.

5.2If an invoice is more than 15 days overdue we may suspend access, having first given you notice. Suspension does not reduce what is owed for the suspended period.

5.3Your data is not deleted because of a suspension. Deletion follows the timetable in section 14 of the Subscription Agreement, and only once the agreement itself has ended.

6.1Subscriptions renew automatically for successive periods equal to the initial term, unless the Order Form says otherwise.

6.2To stop a renewal, give written notice at least 30 days before the end of the current term, to legal@oakhive.ai. An email is enough; we will acknowledge it.

6.3We will send a reminder before the renewal window closes. That reminder is a courtesy and not a condition — but if we fail to send it and you miss the window as a result, tell us and we will treat the notice as given in time.

7.1Prices are fixed for the term you have paid for. A price change can only take effect at a renewal.

7.2We will give you at least 60 days’ notice in writing before a price change takes effect.

7.3If you do not accept a price change, stop the renewal under section 6. Nothing further is owed beyond the current term.

Fees are paid in advance and are non-refundable. There are four exceptions, and they are exhaustive.

8.1Refunds are paid within 30 days of the refund becoming due, to the account the payment came from.

8.2Unused included capacity is not refundable and has no cash value. Neither is a subscription you did not get around to using.

8.3Nothing in this section limits a right you have under mandatory law that cannot be excluded by contract.

Monthly subscriptions

9.1Either party may cancel a monthly subscription at any time. Cancellation takes effect at the end of the month you have paid for. There is no refund for the part-month, and no further months are invoiced.

Annual subscriptions

9.2An annual subscription cannot be cancelled mid-term for convenience. Fees for the full term remain payable. What you can do is stop the renewal under section 6.

9.3The right to terminate for cause — under section 13.4 or 13.5 of the Subscription Agreement — is unaffected, and section 8 says what comes back when it is exercised.

10.1If you think an invoice is wrong, tell us within 14 days of receiving it, at legal@oakhive.ai, saying what you dispute and why.

10.2Pay the undisputed part on time. We will not charge late interest on, or suspend for, an amount genuinely in dispute while we are looking at it.

10.3We will respond within 14 days. If we got it wrong we will issue a credit note; if we did not, we will show you the usage records the invoice was built from.