Terms of Use & Platform Disclaimer

1. Monitoring and service limitations

Xeylex provides equipment monitoring, history, dashboards and notifications. Readings and alerts can be delayed, incomplete or unavailable because of connectivity, power, hardware or service interruptions. Monitoring is not a guarantee against equipment failure or downtime.

Xeylex is a secondary monitoring tool, not a safety system. Follow the equipment manufacturer’s instructions and applicable safety procedures, and physically verify equipment before maintenance. Do not rely on a dashboard or alert as authorization to perform hazardous work.

Only capabilities included in your accepted service arrangement are provided. Features under development and proposed release dates are not guaranteed. No automatic service credit is offered for a missed alert or service interruption. Nothing here limits rights or remedies that cannot lawfully be excluded.

2. Subscriptions, cancellation and price changes

Monthly customers may request cancellation at any time through the Operations portal or Xeylex support without sponsor approval or an early termination penalty. Outside the satisfaction guarantee below, monitoring continues through the verified paid billing period and purchased hardware remains yours. Support verifies the paid-through date and renewal cancellation; submitting a request does not immediately stop monitoring.

Xeylex provides at least 30 days’ advance notice of subscription price increases and an opportunity to cancel before the higher rate applies. Prepaid quarterly or annual cancellation and refund conditions must be stated in the applicable accepted arrangement; these terms do not promise midperiod proration.

A service company’s pilot ending does not cancel its customers’ purchases or subscriptions. Customers may choose another authorized service provider or self-monitor. Existing customer-authorized access is not removed solely because a pilot ends; customers may remove that access, and Xeylex may restrict access for security or contract violations.

3. Thirty-day satisfaction guarantee

The 30-day satisfaction period begins when installation is complete and monitoring is activated. Request cancellation through Xeylex within that period to return Xeylex equipment for a refund of hardware and subscription fees paid. Installation, removal labor and shipping charges are excluded.

Ship the equipment back within 14 days after cancellation. Xeylex issues the refund within 10 business days after receiving and checking the return. Normal installation marks and ordinary wear are acceptable. Deductions may apply only for missing parts or damage caused by misuse; any proposed deduction must be explained during the return review. Contact support for return instructions and the applicable assessment before shipping.

Trial-return shipping is separate from covered warranty shipping. Refunds are processed through the payment method or billing provider separately from the portal’s status record.

4. Monitoring hardware warranty

Covered Xeylex monitoring hardware receives free replacement for defects and failures during normal use for five years from installation of that device, while its monitoring subscription is active. The warranty applies to Xeylex monitoring hardware, not the customer’s compressor, vacuum pump or other monitored equipment.

The five-year clock continues during subscription inactivity. Reactivation restores only the remaining coverage; it does not restart or extend the clock, and failures occurring during inactivity remain excluded. Each replacement device starts its own five-year period when installed. Installation and failure dates must be verified when a claim is reviewed.

Damage caused by misuse, improper installation or unauthorized modifications is excluded. For a covered replacement, Xeylex pays shipment of the replacement and return shipment of the failed device. On-site replacement labor, removal and reinstallation are the customer’s responsibility, subject to the installer’s responsibility for its own faulty work.

An upgrade option is available after five years; pricing and terms are supplied separately. This is not a promise of a free upgrade. Contact support to submit a claim and obtain shipping instructions. These conditions do not exclude rights that applicable law does not permit to be excluded.

5. Customer data, access and retention

Customer information, equipment readings and service records are used for authorized monitoring, support and service, other customer-authorized purposes, or legally required processing. Xeylex does not sell, share or use this information for unrelated marketing without customer permission. Service providers may receive limited information necessary to perform their contracted services.

Access is restricted to authorized people who need the information. Protect your credentials and only grant service-company access you authorize. Contact support promptly if you suspect unauthorized access. Xeylex may immediately suspend affected access to protect customer data while investigating an incident.

After monitoring ends, customers have 30 days of read-only access to download historical readings and service records, with a reminder seven days before access expires. Contact support if you need help obtaining your records. Monitoring history is retained for one year after monitoring ends, and reactivation within that year restores access to retained history.

At one year, retention is reviewed by an Admin or Super Admin; records are not automatically deleted. An authorized administrator may approve deletion or continued retention. The one-year point is a review trigger, not a guaranteed deletion date. Billing, warranty, consent and legally required records are handled separately. Applicable deletion rights and legal holds remain controlling; contact support with privacy requests.

Public use of customer names, photographs or case studies requires applicable customer permission. Permission to Xeylex does not give a service company permission to publish customer material. Acceptance of these terms alone does not grant an unspecified marketing release.

6. Service-company work

Installation, travel and service charges and their approvals are agreed directly between the customer and the service company. The service company is responsible for correcting its faulty installation and damage its work causes to customer equipment or Xeylex hardware. Xeylex does not set or collect those service-company charges under these terms.

Service companies cannot bind Xeylex, change its prices or promise unsupported capabilities. Partner incentives and pilot terms require a separate accepted agreement and do not create a customer cash reward or change customer subscription obligations.

7. Account security and communications

Xeylex uses its sign-in service and authentication providers to verify identity and manage access. Use the available account-recovery process for login problems. Keep your credentials secure and notify support if your account may be compromised.

SMS consent is optional and separate from acceptance of these terms. Equipment alert frequency varies with events and settings; message and data rates may apply. Reply STOP to opt out or HELP for help. You may also manage alert preferences in your account. Disabling alerts can prevent delivery of important equipment notifications.

Xeylex may send essential account, billing, security and service notices. Contact support@xeylex.com for cancellation, warranty, return, privacy or account assistance.