When a refund is available
Contact us within seven calendar days of purchase if any of the following applies:
- You were charged more than once for the same order.
- Your confirmed order was not delivered and support could not restore delivery.
- The delivered files are corrupt or cannot be opened and support could not repair or replace them.
- The delivered product materially differs from the product description that applied when you bought it.
Where a delivery issue can be fixed promptly, we may first resend the email, restore the link or replace the affected file.
When a refund is not available
A change-of-mind refund is available only before the first access or download of the digital product. After access or download, a change of mind, a change in your tool subscription or a decision not to use the Materials does not qualify.
A refund is also not available because an AI tool produced an unwanted result, a third-party connector changed, or a campaign did not achieve a particular business result. The bundle does not guarantee performance.
How to request a refund
- Email [email protected] from the purchaser email address.
- Include the order ID, payment reference, purchased item and a clear description of the issue.
- For a damaged or mismatched file, include the file name and a screenshot or error message that helps us reproduce the problem.
What happens next
We acknowledge complaints within 48 hours and target resolution within one month. Support normally replies within two business days. We may ask for information needed to verify the purchase or investigate the file.
An approved refund is returned to the original payment method. Your bank or payment provider may need additional processing time. A full product refund revokes delivery access and ends the Customer Licence for the refunded Materials.
1:1 setup service
- The 1:1 setup add-on is refundable until 24 hours before the booked session.
- You may reschedule once when you give at least 24 hours' notice.
- A missed session or cancellation less than 24 hours before the booking is not refundable.
- If Ecom Agent OS cancels and cannot provide a suitable replacement time, the setup add-on is refunded in full.
- Once the session has been completed, the setup service is not refundable.
Your legal rights
This policy does not limit any non-waivable rights available under applicable consumer law.