EKKLESIA.NG REFUND POLICY
1. General Policy
Ekklesia provides subscription-based software services.
Because access to software services begins immediately after activation, subscription payments are generally non-refundable except where expressly provided by this policy or required by applicable law.
2. Free Trial
Where a free trial is offered, the customer may use the applicable features during the trial period without paying the subscription fee.
If the customer does not continue with a paid subscription, access may expire at the end of the trial.
3. Duplicate Payments
If a customer is charged twice for the same subscription due to a verified payment-processing error, Ekklesia may refund the duplicate amount.
4. Failed Transactions
Where money is deducted but the subscription is not activated because of a payment-provider or technical issue, the customer should contact support with:
- transaction reference;
- amount;
- date;
- payment provider;
- account email.
Ekklesia will investigate.
5. Service Outages
A temporary outage does not automatically create a refund entitlement.
Where Ekklesia experiences a prolonged service interruption attributable to Ekklesia and a refund or service credit is appropriate, Ekklesia may provide a reasonable credit or refund at its discretion, subject to the applicable agreement.
6. Cancellation
Customers may cancel future renewal through the available account controls or by contacting support.
Cancellation normally prevents future renewal but does not automatically refund the current subscription period.
7. Misuse
Refunds may be denied where an account has been suspended or terminated because of:
- fraud;
- abuse;
- unlawful activity;
- violation of the Terms;
- deliberate misuse;
- payment fraud.
8. Third-Party Charges
Fees charged independently by payment providers, banks, messaging providers or other third parties may not be refundable by Ekklesia.
9. Requesting a Refund
Refund requests should be sent to:
Include:
- account email;
- transaction reference;
- amount;
- reason for the request.
10. Processing
Approved refunds will normally be returned through the original payment method where technically possible.
Actual processing time may depend on the payment provider.
11. Mandatory Rights
Nothing in this policy removes rights that cannot legally be excluded or limited.