Refund Policy

Last Updated: September 11, 2025

1. Overview

At EcomATM, we stand behind our services and want you to be completely satisfied with your experience. This Refund Policy outlines our approach to refunds, cancellations, and money-back guarantees for our SaaS e-commerce automation platform.

2. Money-Back Guarantee

2.1 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for new subscribers to our paid plans:

• Eligibility: First-time subscribers to Standard, Premium, or Enterprise plans
• Timeframe: Request must be made within 30 days of initial subscription
• Coverage: Full refund of subscription fees paid during the guarantee period
• Process: Contact our support team with your refund request
• Processing Time: Refunds processed within 5-10 business days

2.2 Guarantee Conditions

To qualify for our money-back guarantee:

• You must have made a good faith effort to use our services
• Any issues must have been reported to our support team for resolution attempts
• Your account must be in good standing with no violations of our Terms of Service
• Refund requests must include specific reasons for dissatisfaction

3. Subscription Cancellations

3.1 Cancellation Process

You can cancel your subscription at any time:

• Self-Service: Cancel instantly through your account dashboard
• Support Request: Contact our support team for assistance
• Email Request: Send cancellation request to support@ecomatm.net
• Immediate Effect: Cancellation takes effect at the end of current billing period

3.2 Pro-Rated Refunds

In certain circumstances, we may provide pro-rated refunds:

• Service Outages: Extended downtime beyond our control
• Technical Issues: Severe platform issues preventing service use
• Plan Downgrades: Unused portion of higher-tier plans
• Account Suspension: Wrongful suspension due to our error

3.3 Access After Cancellation

Upon cancellation:

• You retain access until the end of your current billing period
• Data export is available for 30 days after cancellation
• Stores remain accessible in read-only mode for 30 days
• Reactivation possible within 30 days without data loss

4. Refund Eligibility

4.1 Eligible Refund Scenarios

Refunds may be granted in the following situations:

• Service Failure: Core platform features not working as advertised
• Billing Errors: Incorrect charges or double billing
• Technical Problems: Unresolved technical issues preventing service use
• Feature Misrepresentation: Advertised features not available or functioning
• Account Compromise: Unauthorized charges due to security breach
• Duplicate Subscriptions: Accidental multiple subscriptions

4.2 Non-Eligible Refund Scenarios

Refunds will not be granted for:

• Change of Mind: No longer wanting to use the service (after 30-day period)
• User Error: Mistakes in configuration or usage
• Third-Party Issues: Problems with integrated services beyond our control
• Policy Violations: Account termination for Terms of Service violations
• Partial Usage: Reduced usage doesn't qualify for partial refunds
• Feature Requests: Missing features you wished were available
• Competition: Finding better prices or features elsewhere

5. Usage-Based Charges

5.1 Message Credits and API Calls

Usage-based charges are generally non-refundable:

• Message Credits: WhatsApp and SMS credits are consumed upon sending
• AI Service Usage: API calls and AI processing credits are non-refundable
• Storage Overages: Additional storage charges are non-refundable
• Premium Features: One-time feature unlocks are non-refundable

5.2 Exceptions for Usage Charges

Refunds may be considered for usage charges if:

• Charges resulted from system errors or bugs
• Unauthorized usage due to account compromise
• Service malfunction caused excessive usage
• Billing calculation errors

6. Affiliate Program Refunds

6.1 Commission Adjustments

Affiliate commissions may be adjusted for:

• Chargebacks: Customer payment disputes or reversals
• Refunded Sales: Commissions reversed when customers receive refunds
• Fraudulent Activity: Invalid or fraudulent referrals
• Policy Violations: Referrals that violate our affiliate terms

6.2 Payment Protection

We protect affiliates by:

• Only adjusting unpaid commissions when possible
• Providing detailed explanations for adjustments
• Maintaining appeal process for disputed adjustments
• Implementing fraud detection to protect against invalid reversals

7. Refund Process

7.1 How to Request a Refund

1. Contact Support: Email support@ecomatm.net or use the in-app support chat
2. Provide Details: Include account information, reason for refund, and any supporting documentation
3. Review Process: Our team will review your request within 2-3 business days
4. Decision Notice: You'll receive written notification of our decision
5. Processing: Approved refunds are processed within 5-10 business days

7.2 Required Information

To process your refund request, please provide:

• Account email address and user ID
• Transaction ID or invoice number
• Detailed reason for refund request
• Screenshots or documentation of issues (if applicable)
• Steps taken to resolve the issue
• Preferred refund method

8. Refund Methods and Timeline

8.1 Refund Methods

Refunds are processed through the original payment method:

• Credit Card: Refunded to the original card used for payment
• PayPal: Refunded to the PayPal account used
• Bank Transfer: For direct debits, refunded via bank transfer
• Digital Wallets: Refunded to original wallet (Mobile Money, etc.)

8.2 Processing Timeline

• Request Review: 2-3 business days
• Approval Processing: 3-5 business days
• Bank Processing: 5-10 business days (varies by institution)
• Total Timeline: 10-18 business days from request to completion

9. Dispute Resolution

9.1 Appeal Process

If your refund request is denied, you may appeal by:

• Providing additional documentation or information
• Requesting escalation to a senior support manager
• Explaining how our refund policy applies to your situation
• Offering to work with us on a mutually acceptable solution

9.2 Alternative Solutions

Instead of refunds, we may offer:

• Service Credits: Account credits for future use
• Plan Adjustments: Downgrade to a more suitable plan
• Extended Trial: Additional time to evaluate our services
• Feature Modifications: Customizations to meet your needs
• Training Sessions: Additional support and training

10. Special Circumstances

10.1 Force Majeure

In case of events beyond our reasonable control (natural disasters, government actions, pandemics, etc.) that significantly impact service delivery, we will work with customers on appropriate remedies, which may include refunds or service extensions.

10.2 Platform Migration

If we discontinue the service or undergo significant platform changes that materially affect functionality, eligible customers may receive prorated refunds or migration assistance.

11. Contact Information

For refund requests or questions about this policy, contact us at:

12. Policy Updates

We may update this Refund Policy from time to time. Changes will be effective immediately upon posting, and we will notify customers of significant changes via email or platform notification. Continued use of our services after changes constitutes acceptance of the updated policy.