Legal
Refund policy
Plans are monthly subscriptions for dedicated, managed capacity. Here is exactly what is refundable, what is not, and how a refund reaches you.
Last updated: August 2026
What you are buying
A plan reserves dedicated specialists, team-lead supervision, quality review and backup cover for your account, billed monthly in advance. Because the capacity is reserved and staffed for you, refunds work like a service retainer, not like a software licence.
When we refund
- We fail to start. If we cannot staff your engagement as agreed — the team is not in place and working within the onboarding timeline confirmed at scoping — you may cancel and we refund the unused period in full.
- We fail to deliver. If a plan materially does not deliver what it promises and we cannot put it right within a reasonable period after you tell us, we refund the affected month.
- Billing errors. Duplicate charges, charges after a valid cancellation, or charges at the wrong amount are refunded in full, promptly, no questions asked.
When we do not refund
- Partial months. Cancelling mid-cycle takes effect per the notice terms; the current paid period runs to its end and is not refunded pro-rata.
- Change of mind after work has begun.The team’s time has been reserved and spent; the monthly rolling structure with 30 days’ notice is the exit, and it is deliberately short.
- Third-party costs. Advertising spend, software subscriptions and similar pass-through costs are paid by you directly and are outside this policy.
How refunds are processed
Online purchases are processed by our payment provider acting as merchant of record (such as Paddle). Approved refunds are issued by the payment provider to the original payment method, typically within 5–10 business days of approval. Invoiced Enterprise engagements are refunded by bank transfer.
How to request one
Email hello@ecommercia.co with your company name and the invoice or order reference. We reply within two working days, and we would rather hear about a delivery problem while we can still fix it than in a refund request after the fact.
Statutory rights
Nothing in this policy limits rights you have under applicable law, or under the payment provider’s own buyer terms where they are more generous.