Refund Policy

1.1 General Policy

ECPRO provides software services for biometric device management, employee attendance tracking, leave management, and related business operations. Unless otherwise agreed in writing or specified in a separate service agreement, payments made for subscriptions, licenses, implementation services, or other platform services are non-refundable.

1.2 Eligible Refund Cases

Refund requests may be considered in the following situations:

• Duplicate payments made for the same invoice or subscription.
• Incorrect payment amounts resulting from a verified system error.
• Technical issues that result in multiple charges for a single transaction.
• Payments processed despite a confirmed billing error by ECPRO.
• Any other refund approved at the sole discretion of the platform administrator.

1.3 Non-Refundable Cases

Refunds will generally not be provided for:

• Subscription fees after service activation.
• Software license fees that have already been issued or activated.
• Implementation, installation, configuration, or onboarding services that have been completed.
• Training or consulting services that have already been delivered.
• Failure to use the platform after purchase.
• User configuration errors or incorrect data entered by customers.
• Issues arising from third-party biometric hardware, internet connectivity, or external service providers.

1.4 Subscription Cancellation

• Customers may request cancellation of future renewals according to their service agreement.
• Cancellation does not automatically entitle the customer to a refund for previously paid fees.
• Access to services may continue until the end of the applicable subscription period unless otherwise specified.

1.5 Refund Request Process

• Refund requests must include payment details and the reason for the request.
• ECPRO may request additional information to verify the transaction.
• Each request will be reviewed based on applicable agreements and internal policies.
• If approved, refunds will normally be processed through the original payment method where feasible.
• Processing times may vary depending on banks and payment service providers.

1.6 Payment Gateway and Banking Charges

Transaction fees, payment gateway charges, taxes, or banking charges imposed by third-party financial institutions may be non-refundable and may be deducted from any approved refund amount where applicable.

1.7 Reseller Transactions

For services purchased through an authorized reseller, customers may be required to submit refund or billing requests through the respective reseller in accordance with the applicable commercial agreement.

1.8 Contact for Refund Requests

For refund requests or billing-related questions, please contact the ECPRO support team or your authorized reseller using the official contact information provided with your service.