Refund Policy
This Refund Policy explains the conditions under which Ekon Labs assesses refund requests for our software products, subscriptions, custom development, and consulting services.
Last updated: 1 August 2026
1. Scope & General Principles
This Refund Policy applies to all products, platforms, and services operated by Ekon Labs and is intended to be read alongside our Terms & Conditions and Privacy Policy. In the event of any conflict, the applicable project agreement or subscription terms shall take precedence.
Refund requests are assessed on a case-by-case basis in accordance with this policy and applicable law. Ekon Labs exercises reasonable discretion in evaluating each request, taking into account the nature of the service, the circumstances of the request, and any relevant legal obligations.
Prices & Taxes
Prices quoted may exclude VAT (Value Added Tax) or other applicable taxes. Where legally required, taxes will be applied to your invoice at the applicable rate. The applicable tax treatment depends on your location and the nature of the service purchased.
Nothing in this Refund Policy limits any mandatory consumer rights you may have under applicable law, including EU consumer protection legislation and Spanish consumer law.
2. Digital Products & SaaS
Our software products are digital services delivered electronically. In accordance with EU Consumer Rights Directive (2011/83/EU) and Spanish consumer law, the 14-day right of withdrawal for digital content does not apply once the service has been accessed or downloaded, provided you have given prior express consent and acknowledged the loss of withdrawal rights.
CRM Systems, Automation Platforms & Digital Deliverables
CRM configurations, automation templates, business software setups, and other digital deliverables are non-refundable once delivered and installed. Please review all product descriptions carefully before purchase.
AI-Powered Features
Refunds are not provided solely because a customer is dissatisfied with AI-generated outputs where the platform has functioned as intended. AI outputs are inherently variable and subject to the limitations described in our AI Usage Policy. Customers are responsible for reviewing AI-generated content before use.
3. Subscriptions
Monthly Subscriptions
- No refunds are issued for the current billing period
- Cancellation takes effect at the end of the current billing period
- You retain access to the service until the period ends
- No partial-month refunds are provided
Annual Subscriptions
- Refund requests within 14 days of the annual renewal date will be assessed on a case-by-case basis in accordance with this policy
- Refund requests after 14 days of renewal will not ordinarily be accepted
- First-time annual subscriptions: a full refund may be requested within 7 days if the service has not been substantially used
- Cancellation of an annual plan does not automatically entitle you to a refund for the remaining period
Free Trials
- No charges are made during the free trial period
- Cancel before the trial ends to avoid being charged
- If you are charged due to a technical error, contact us within 48 hours for a full refund
4. Subscription Changes
The following principles apply when you change your subscription plan:
Upgrades
When you upgrade to a higher-tier plan, the change takes effect immediately or at the next billing cycle, depending on the applicable subscription plan. Any billing adjustment is calculated in accordance with the terms of your subscription.
Downgrades
When you downgrade to a lower-tier plan, the change typically takes effect at the start of the next billing period. No refund is issued for the difference in price for the current billing period unless otherwise specified in your subscription terms.
Plan Changes
Billing adjustments resulting from plan changes are made according to the applicable subscription plan and the terms in effect at the time of the change. Please contact us if you have questions about how a plan change will affect your billing.
5. Custom Development
Custom software development, API integrations, website development, and automation builds are bespoke services. The following terms apply:
- Deposits, milestones, and payment schedules are defined in the applicable quotation, proposal, or project agreement
- Deposits are non-refundable once work has commenced, unless otherwise stated in the project agreement
- If we fail to deliver the agreed scope within the agreed timeline without valid reason, the matter will be addressed in accordance with the project agreement
- Client-initiated cancellations after work has commenced will be charged for work completed to date
- Disputes regarding deliverable quality must be raised within 14 days of delivery
All custom development projects are governed by a separate project agreement which may contain specific refund and payment provisions that supersede this general policy.
6. Consulting & Training
Consulting Sessions
- Cancellations with more than 48 hours notice: full refund or reschedule
- Cancellations with 24–48 hours notice: partial refund or reschedule at our discretion
- Cancellations with less than 24 hours notice: no refund
- No-shows: no refund
Training & Workshops
- Cancellations more than 7 days before the session: full refund
- Cancellations 3–7 days before: partial refund at our discretion
- Cancellations less than 3 days before: no refund
- Recorded training materials: non-refundable once accessed
7. Exceptions
Refunds may be granted outside the standard policy in the following circumstances:
- A significant technical failure on our part that materially prevents normal use of the purchased service
- Billing errors (duplicate charges, incorrect amounts)
- Unauthorised charges resulting from account compromise (subject to investigation)
- Circumstances where applicable consumer protection law mandates a refund
Refunds will not be granted for: dissatisfaction with AI-generated outputs where the platform has functioned as intended, change of mind after substantial use, failure to cancel before renewal, or misuse of the service.
8. Refund Process
To request a refund:
Contact us
Email service@ekon-labs.com with your account details, invoice number, and reason for the refund request.
Review
We will review your request within 5 business days and may request additional information.
Decision
We will notify you of our decision by email. Approved refunds are processed within 10 business days.
Payment
Refunds are issued to the original payment method. Processing times depend on your bank or card provider (typically 5–10 business days).
9. Chargebacks
We encourage you to contact us directly before initiating a chargeback with your bank or card provider. Chargebacks initiated without prior contact may result in:
- Immediate suspension of your account
- Termination of your subscription
- A chargeback dispute being filed with supporting documentation
We maintain detailed transaction records and will provide evidence to payment processors in the event of a chargeback dispute. Fraudulent chargebacks may be reported to relevant authorities.
10. Contact
For refund requests or billing questions: