Refund & Cancellation Policy
At Epta Sky and EptaReach, we operate our platforms with complete billing transparency. Because our software utilizes consumable digital credits and high-performance server bandwidth, this policy outlines precisely when refunds are granted, when partial refunds apply, and when refunds cannot be issued.
Requested within 72 hours of purchase with zero (0) credits consumed, or verifiable duplicate billing.
Unused credit balance refunded pro-rata if documented platform-side errors prevent service within 14 days.
Credits already spent on email campaigns or warmup, policy/spam violations, or requests after 14 days.
1.The Digital Credit Model Explained
Our software products, including EptaReach, operate on a pay-as-you-use credit wallet architecture. When you purchase a package, your payment is converted directly into digital execution credits.
Each credit represents real computational resources: edge server queuing, IP reputation protection, peer-to-peer mailbox warmup synchronization, and live SMTP delivery verification. Because server resources are committed immediately upon dispatch, consumed credits cannot be recalled or returned once spent.
2.Case 1: When You Qualify for a Full 100% Refund
We provide an unconditional 100% full money-back refund under any of the following specific conditions:
Zero Credits Consumed Within 72 Hours
If you purchase a credit package or subscription tier and decide it is not right for your team within 72 hours of transaction completion, AND you have dispatched zero (0) emails and used zero (0) verification credits, we will refund 100% of your payment.
Duplicate or Erroneous Charges
In the event of an inadvertent double charge caused by network timeouts or payment gateway processing errors, the duplicate transaction will be refunded immediately upon confirmation.
Prolonged Critical Platform Outage
If Epta Sky software suffers a verified, uninterrupted downtime exceeding 72 consecutive hours during your initial purchase cycle, preventing all usage, you are entitled to a full 100% refund upon request.
3.Case 2: When You Qualify for a Partial Pro-Rata Refund
A partial refund may be issued at our technical team's discretion under the following circumstances:
Platform-Side Technical Defect (First 14 Days)
If you experience a severe platform-side bug or deliverability engine failure that our engineering team cannot resolve within 5 business days of your reported ticket, you may request a partial refund for your remaining unused credits balance.
Refund = (Unused Credits ÷ Total Credits Purchased) × Paid Amount − 3.5% Payment Processor Fee
Note: Third-party merchant payment processing fees (e.g., Stripe card handling fees) and the cost of any credits already consumed will be deducted from the partial refund amount.
4.Case 3: Strictly Non-Refundable Scenarios (Zero Refund)
We strictly do not issue refunds in the following scenarios:
Credits Already Used or Consumed
Once credits are consumed for dispatching email campaigns, automated warmup routines, or lead validation, they are permanently non-refundable. We cannot refund services that have already been executed.
Account Suspension for Anti-Spam or Policy Violations
If your account is suspended or terminated for violating our Acceptable Use Policy — such as sending unsolicited bulk spam, uploading purchased spam traps, exceeding a 5% bounce rate, phishing, or harassment — all existing credits are immediately forfeited with zero refund.
Third-Party Mailbox or Domain Penalties
We are not responsible if Google Workspace, Microsoft 365, or your DNS provider restricts or flags your external mailbox accounts due to low domain age, bad copy, or previous domain reputation issues.
Change of Mind After Campaigns Begin
No refunds are granted because you decided to pause marketing efforts, change company direction, or experienced lower reply rates due to your own sales copy or targeting.
Requests Submitted After 14 Days
All refund requests must be filed within 14 calendar days of transaction completion. Inquiries past 14 days are ineligible for return.
5.How to Submit a Refund Request
If your request meets the criteria established in Section 2 or Section 3, please follow these steps:
- Send an email directly to billing@eptasky.com or contact@eptasky.com with the subject line:
Refund Request — [Your Account Email]. - Include your Stripe Transaction ID, the date of purchase, and the exact reason for your request.
- Our billing operations team will audit account logs and respond within 3 business days with an official determination.
- Approved refunds are processed back to the original payment method (credit card / debit card) within 5 to 10 business days depending on your bank's settlement schedule.
6.Chargebacks & Payment Disputes
7.Billing Support Contact
Have questions regarding your invoice or credit balance? Our dedicated billing specialists are available to assist: