Refund Policy.

Last updated: 19 May 2026  ·  Eastall Software Systems Limited

Overview

Eastall Software Systems aims to provide reliable, high-quality services. If you are not satisfied or encounter an issue that we are unable to resolve, this policy explains when and how refunds may be issued.

All prices are charged in New Zealand Dollard (NZD) via Stripe unless otherwise stated in your service agreement. ESS only processes refunds for payments made through Stripe. Payments made through any other platform or medium (including but not limited to in-game currencies such as Robux, gift cards, or bank transfers) are not eligible for refund under this policy, as ESS has no technical means to reverse those transactions.

Where a refund is approved, it will be issued for the Stripe-processed portion of the payment only, minus any non-recoverable transaction fees charged to ESS by Stripe at the time of the original payment. This means refunds will be less than the original charge amount. Refunds are processed back to the original Stripe payment method and may take 5–10 business days to appear depending on your bank or card issuer. All refunds are subject to the conditions below and are processed at the discretion of Eastall Software Systems, except where required by applicable law.

Eligible Refunds

You may be eligible for a cash refund in the following circumstances. All refunds apply only to the Stripe-processed portion of your payment, less any non-recoverable Stripe transaction fees:

• Billing error: If you were charged incorrectly due to a billing error on our part, we will refund the erroneous Stripe charge, minus any non-recoverable transaction fees.
• New customer — 3-day window: New customers may request a refund within 3 days of their first payment if they are unsatisfied, provided they have not violated our Acceptable Use Policy and the service has not been materially used. The refund will be the Stripe-processed amount minus any non-recoverable transaction fees.
• Service termination by ESS: If ESS terminates your account for a reason other than a policy violation, you are entitled to a pro-rata refund of the unused prepaid service time remaining in the current billing period, calculated against the Stripe-processed portion of payment only.
• Unresolvable service failure: If a service is rendered entirely non-functional by an issue originating within ESS's infrastructure and we are unable to restore it within a reasonable timeframe, a pro-rata refund for the affected period may be issued at ESS's discretion, limited to the Stripe-processed portion of payment.

Service Credits

Service credits are distinct from cash refunds. Credits are applied to your ESS account balance and may be used toward future invoices. They are not redeemable for cash and have no monetary value outside of the ESS billing system.

Credits are issued in the following circumstances:

• SLA breach: If your service experiences verified downtime exceeding our published 99.9% monthly uptime SLA, you are entitled to a pro-rata service credit for the excess downtime. Credits are not issued for downtime caused by customer actions or factors outside ESS's control. To claim an SLA credit, you must submit a request within 14 days of the affected calendar month.
• Goodwill: ESS may issue discretionary credits as a goodwill gesture for service disruptions that do not meet the SLA breach threshold.

Commissioned Work (eComm)

Custom-commissioned work (eComm) is subject to separate terms agreed upon in writing prior to the commencement of work. As a general policy:

• Deposits and milestone payments are non-refundable once the corresponding stage of work has been delivered or commenced.
• If ESS is unable to complete agreed deliverables due to circumstances on our end, a partial or full refund of amounts paid for undelivered work will be issued.
• Cancellations initiated by the client after work has commenced will be assessed on a case-by-case basis, with refunds limited to payment for work not yet started.

Any refund entitlements for commissioned work are governed first by the written agreement for that engagement, and secondly by this policy.

Non-Refundable Circumstances

Refunds will not be issued in the following cases:

• Any portion of a payment made through a platform other than Stripe (including but not limited to in-game currencies such as Robux, gift cards, or bank transfers) — ESS cannot reverse transactions on third-party platforms
• Non-recoverable Stripe transaction fees deducted at the time of the original payment — these cannot be returned regardless of the reason for the refund
• Accounts terminated for violation of our Terms of Service or Acceptable Use Policy
• Cancellations requested after the 3-day new customer window has expired
• Downtime or service degradation caused by factors outside ESS's control (including upstream network issues, third-party provider failures, or force majeure events)
• Downtime or data loss caused by customer actions, including misconfiguration, resource exhaustion, or failure to maintain independent backups
• Free-tier services (such as ePanel Free and eAuth Free) — these are provided at no cost
• Partial months of usage where the service was actively used and no qualifying issue occurred
• Costs incurred by the customer as a result of service downtime, including third-party fees or losses

Refund Process

To request a refund or SLA credit, contact us within 30 days of the charge or incident you are disputing:

• Email: billing@eastall.software
• Discord: eastallss.com/discord

Please include your account email address, the relevant invoice number, the amount in dispute, and a brief description of the reason for your request. We will respond within 5 business days with a decision.

If your refund request is declined and you believe this is in error, you may escalate by emailing legal@eastall.software with your original request details and the reason you are disputing the decision. Escalated cases will be reviewed within 10 business days.

Approved cash refunds will be processed to your original payment method within 5–10 business days. Approved service credits will be applied to your account balance within 2 business days.

Chargebacks & Payment Disputes

We strongly encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or card issuer. Most issues can be resolved quickly through our support channels, and initiating a chargeback without first contacting ESS may result in suspension of your account pending investigation.

If a chargeback is filed, ESS reserves the right to provide evidence of service delivery and our refund policy to the payment processor. Accounts subject to chargebacks may have their access to ESS services restricted until the dispute is resolved.

New Zealand Consumer Law

Nothing in this Refund Policy is intended to limit or exclude any rights you may have under the New Zealand Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Where those statutes apply, they take precedence over this policy to the extent of any inconsistency.

If you are a business customer using ESS services for business purposes, the Consumer Guarantees Act may not apply to your purchase, as permitted under section 43 of that Act.

Questions

If you have any questions about our refund policy, please contact us at billing@eastall.software or via our Discord server.