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Refund Policy.

Our billing refund conditions and how to request a refund if something goes wrong.

Contents
Overview Eligible Refunds Non-Refundable Refund Process Contact

Last updated: 8 March 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 refunds are processed at the discretion of Eastall Software Systems and are subject to the conditions below. Refunds are processed back to the original payment method via Stripe and may take 5–10 business days to appear.

Eligible Refunds

You may be eligible for a refund in the following circumstances:

  • Service downtime exceeding SLA: If your service experiences downtime beyond our published 99.9% uptime SLA in a calendar month, you are entitled to a pro-rata service credit for the excess downtime.
  • Billing error: If you were charged incorrectly due to a billing error on our part, we will issue a full refund of the erroneous charge.
  • New customer — 3-day window: New customers may request a full refund within 3 days of their first payment if they are unsatisfied, provided they have not violated our Acceptable Use Policy.
  • Service termination by ESS: If we terminate your account for a reason other than a policy violation, you are entitled to a pro-rata refund for unused prepaid service time.

Non-Refundable Circumstances

Refunds will not be issued in the following cases:

  • Accounts terminated for violation of our Terms of Service or Service Limits Policy
  • Cancellations requested after the 3-day new customer window
  • Downtime caused by factors outside ESS control (e.g., upstream network issues, force majeure events)
  • Downtime caused by customer actions (e.g., misconfiguration, resource exhaustion)
  • Free-tier services (ePanel, eAuth Free) — these are provided at no cost
  • Partial months of usage where service was actively used

Refund Process

To request a refund, contact us within 14 days of the charge you are disputing:

Please include your account email address, the invoice number, the amount, and a brief description of why you are requesting a refund. We will respond within 5 business days with a decision.

If your refund is approved, it will be processed to your original payment method within 5–10 business days, depending on your bank or card issuer.

Questions

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