Refund & Cancellation Policy

1. First-subscription refund window

A customer may request a refund within seven days after the first charge for a new OPS or Startup subscription. Renewals, seat additions, implementation work, and separately purchased top-ups are covered only where this policy expressly says so or law requires.

Duplicate charges, unauthorized payments, material service failure, and mandatory consumer rights are reviewed separately and may qualify for a full or other legally required remedy.

2. Refund calculation

For an eligible subscription refund, the amount is: actual amount paid for the affected subscription purchase, minus the actual Cloud AI inference cost attributable to usage during the refundable period. The result will not be less than zero.

The usage ledger records provider route, metered input and output, applicable conversion, and cost basis. On request, EELML will provide a reasonable summary of the calculation without exposing provider secrets or other customers’ information.

EELML does not deduct its ordinary payment processing fee from the customer refund. Taxes are refunded or adjusted as required and supported by applicable law and tax records.

3. Effect of a refund

An approved subscription refund ends paid-plan access for the refunded purchase and revokes unused included E credits from that billing period. Usage already consumed remains recorded for billing, fraud prevention, tax, and audit purposes.

Separately purchased E credit packs are not automatically refunded with a subscription. Remaining purchased credits retain their stated expiry but require an active eligible service and model entitlement to be used.

4. Credit-pack refunds

An unused E credit pack may be refunded within seven days of purchase. Once any portion of a pack has been consumed, the purchase is generally final except where law requires otherwise or EELML confirms a service failure. Credits received as promotion, trial, compensation, or included subscription allowance have no cash refund value.

5. Cancellation is different from refund

Cancellation prevents the next renewal. Unless a refund is separately approved, the customer keeps paid access until the current period ends and receives no prorated refund for unused time. Included credits expire with the period.

If a customer requests immediate termination for security or administrative reasons, EELML may end access immediately; that request does not itself create a refund.

6. How to request

Send the account email, order or invoice reference, reason, and requested remedy to [email protected]. Do not email full card numbers, bank credentials, identity documents, or passwords. We may verify the request through the account.

Approved refunds are returned to the original payment method where possible. Bank and card-network processing time is outside EELML’s control.