Refund & Cancellation Policy

1. Summary

This policy explains how to cancel your Ergox subscription and when you can request your money back. It forms part of the Terms of Service and applies to every subscription purchased through ergox.io.

2. Cancelling your subscription

You can cancel at any time and without giving a reason. There are no penalties and no minimum commitment periods.

How to cancel

1. From your account settings in the platform, under billing.
2. Or by emailing soporte@ergox.io from the address associated with your account, stating that you wish to cancel.

We will confirm the cancellation by email within 72 business hours. Keep that confirmation as proof.

When it takes effect

Cancellation takes effect at the end of your current billing period. That means:

• You keep full access to the platform until the end date of the period you already paid for.
• No further charges will be issued after that point.
• The subscription does not renew automatically.

3. 14-day free trial

If your purchase includes the 14-day free trial, you are charged nothing during that period.

We will email you before the trial ends. Cancel before that date and no charge is made, so there is no refund to process. If you do not cancel, the subscription activates and the first charge is issued for your chosen plan.

4. 7-day money-back guarantee

We offer a money-back guarantee of 7 calendar days from your first actual charge.

Conditions

• The request must be made within 7 days of the first charge.
• It applies to the first payment of the subscription only, on both monthly and annual plans.
• It must be requested from the email address associated with the account.
• It is granted once per customer and per account.

You do not need to give a reason, though we would appreciate hearing what did not work — it is how we improve the product.

5. How to request a refund

1. Email soporte@ergox.io with the subject “Refund request”, from the address associated with your account.
2. Include the account name and the approximate date of the charge. We do not need your card details and will never ask for them.
3. We will acknowledge receipt within 72 business hours.
4. We will give you a decision within a maximum of 5 business days of your request.

6. Refund method and timing

Approved refunds are returned to the same payment method used for the original purchase, through Stripe, Inc.. We do not refund by transfer to a different account, in cash, or as internal credit, unless the original method is no longer available and reversing the charge is technically impossible.

Once approved, the refund is issued within up to 10 business days. How long it then takes to appear on your statement depends on your card issuer and is typically a further 5 to 10 business days, which is outside our control.

Refunds are issued in the currency of the original transaction. We are not responsible for differences arising from exchange rate fluctuation or for fees charged by your bank.

7. Exceptions

Refunds are not available in the following cases:

• Late requests: submitted more than 7 days after the first charge.
• Renewals: charges for any renewal after the first one, monthly or annual. Renewals are announced in advance and can be cancelled before they are issued.
• Annual plans in progress: the unused portion is not refunded once the guarantee window has passed.
• Accounts suspended for breach of the Terms of Service, including fraudulent or abusive use of the platform.
• Abuse of the guarantee: repeated refund requests from the same customer or from linked accounts.
• Custom plans or bespoke contracts that carry their own refund terms agreed in writing.

These exceptions apply without prejudice to any non-waivable rights granted to you by consumer protection law in your jurisdiction.

8. Incorrect charges and technical issues

Regardless of the guarantee above, we always refund in full duplicate charges, charges issued after a properly confirmed cancellation, and charges for amounts other than the plan you purchased.

If you spot an issue of this kind, email us at soporte@ergox.io. These cases do not consume the 7-day guarantee and are not subject to a request deadline.

If an outage attributable to us prevents normal use of the platform for a prolonged period, we will assess compensation case by case, which may take the form of extending your contracted period or a pro-rated refund.

9. Disputes and chargebacks

If you believe a charge is incorrect, please contact us before opening a dispute with your bank. Most issues are resolved within hours by emailing soporte@ergox.io, whereas a chargeback can take several weeks and usually results in the account being suspended automatically while it is processed.

In the event of a chargeback, we will cooperate with the card issuer and the payment processor by providing the purchase, usage and cancellation records associated with the account.

10. What happens to your data

After cancellation, your data and your clients’ data remain available for export for the period set out in the Privacy Policy. After that period they are deleted or anonymised.

You can request immediate deletion of the account at any time by emailing soporte@ergox.io.

11. Changes to this policy

We may update this policy. The version in force is always published on this page with its effective date. Changes do not apply retroactively to requests already submitted, and active subscriptions are governed by the version in force on the date of their most recent charge.

12. Contact

For refunds, cancellations, billing or any other question, email us at soporte@ergox.io.