Refund Policy

1. Free Plan and Trial

Our Free plan does not require any payment and is therefore never refundable. New paid subscriptions may include a free trial period during which you are not charged; cancelling before the trial ends incurs no fee.

2. EU Consumer Right of Withdrawal (14 days)

If you are a consumer residing in the European Union, you have the right under Directive 2011/83/EU to withdraw from a paid subscription within 14 calendar days from the date of purchase, without giving any reason. To exercise this right, simply contact us at billing@ekipoo.com within 14 days of the original payment.

• If you have not started using the paid features, the full amount is refunded.
• If you have already used the service during the 14 days, we may deduct an amount proportional to the period used (pro-rata).
• After the 14-day window, no withdrawal-based refund applies (subscriptions remain valid until the end of the paid period and can simply be cancelled to avoid renewal).

3. Monthly Subscriptions

Monthly subscriptions are billed in advance. After the first 14 days they are not refundable. Cancelling at any time stops automatic renewal: your access remains active until the end of the period already paid for, and you will not be charged again.

4. Annual Subscriptions

Annual subscriptions are billed in advance for 12 months. Within the first 14 days you can request a full or pro-rata refund as described in section 2. After 14 days, annual subscriptions are not refundable; however cancellation stops auto-renewal at the end of the 12-month period.

5. Exceptional Refunds

Outside the cases above, we may issue a discretionary refund when:

• A documented service outage made the platform unusable for a significant portion of the billed period.
• You were charged twice or charged after the cancellation took effect.
• A clear billing error occurred on our side.

6. Non-refundable Items

• Free plan usage (no payment was ever made).
• Unused features within an otherwise active subscription.
• Refund requests submitted more than 14 days after purchase, except in the exceptional cases above.
• Account terminations caused by violations of our Terms & Conditions.

7. How to Request a Refund

Send a refund request to billing@ekipoo.com including:

• The e-mail address associated with your account.
• The Paddle order ID (you can find it in the receipt e-mail you received from Paddle).
• The reason for the refund request.

We confirm receipt within 2 working days and process eligible refunds within 5 working days. Paddle then transfers the amount back to your original payment method within an additional 3–10 working days, depending on your bank or card issuer.

8. Chargebacks and Disputes

Before opening a chargeback with your bank, please contact us first — most issues are resolved faster directly. Unjustified chargebacks may result in suspension or termination of your account under our Terms & Conditions.

9. Contact

For any refund-related question write to billing@ekipoo.com. We aim to reply within 2 working days.