This Refund & Cancellation Policy governs subscription cancellations, refund requests, and account terminations for ERMITS LLC ("ERMITS") Services. This policy supplements the Master Terms of Service and Subscription & Payment Terms.
2.1 No Money-Back Guarantee
2.1.1 General Policy
ERMITS does not offer a standard 30-day money-back guarantee or similar blanket refund policy. All sales are final except as specifically provided in this policy.
Rationale:
- Free trials available for most products
- Freemium tiers allow service evaluation without payment
- Privacy-First Architecture makes usage verification difficult
- Client-side data processing limits ERMITS' ability to assess service use
Exceptions: Refunds may be granted under specific circumstances outlined in Section 2.3.
2.2 Cancellation Process
2.2.1 How to Cancel
Self-Service Cancellation:
- Log in to your account
- Navigate to Account Settings → Billing → Subscription
- Click "Cancel Subscription"
- Select cancellation reason (optional feedback)
- Confirm cancellation
- Receive email confirmation
Email Cancellation:
- Email contact@ermits.com
- Subject: "Subscription Cancellation - [Your Name]"
- Include account email and subscription details
- Confirmation sent within 1 business day
Phone Cancellation:
- Not available for standard plans
- Enterprise customers: Contact dedicated account manager
2.2.2 Cancellation Effective Date
End-of-Period Cancellation:
- Cancellation takes effect at end of current billing period
- Access continues through paid period
- No charges after cancellation effective date
- No partial refunds for remaining time in billing period
Example:
- Current billing period: January 1 - January 31
- Cancel on January 15
- Access continues through January 31
- No charge on February 1
- No refund for January 15-31
Immediate Cancellation:
- Not available for standard cancellations
- May be granted for service failures (see Section 2.3)
- Results in immediate access termination
- Potential refund for unused portion (at ERMITS' discretion)
2.2.3 Cancellation Confirmation
After cancellation:
- Email confirmation sent immediately
- Confirmation includes:
- Cancellation effective date
- Last day of access
- Data retention period
- Instructions for data export
- Cancel subscription removed from renewal queue
- No further charges processed
2.3 Refund Eligibility
2.3.1 Digital Products (One-Time Purchases)
Eligibility: Refund available within 7 days of purchase if:
- Technical failure prevents access
- Product incomplete or materially different from description
- Billing error or duplicate charge
Not Eligible:
- After 7 days
- After downloading or accessing file or assessment
- Change of mind or buyer's remorse
- "Didn't use it" or "Forgot I purchased it"
- Incompatibility with user's environment (specs clearly documented)
Process: Email contact@ermits.com with order number and detailed reason
General Digital Product Policy: Digital products are intellectual property delivered instantly. Once accessed/downloaded, refunds are not available except for technical failures or billing errors.
2.3.2 Advisory Services
STEEL Strategic Assessments ($25K-$125K):
- Refund Policy: Milestone-based billing with satisfaction checkpoints
- Eligibility: Pro-rated refund if:
- ERMITS fails to deliver contracted scope
- Material breach of Statement of Work
- Services not performed as specified
- Not Eligible:
- After final deliverables accepted
- Subjective dissatisfaction (without contractual breach)
- Change in business priorities
- Process: Contact dedicated account manager or contact@ermits.com
- Timeline: 14 days notice for cancellation; pro-rated refund for unperformed work
On-Demand Advisory Services:
- Billing: Hourly or project-based (invoiced monthly or at milestones)
- Refund: For unperformed work only
- Process: Review invoices with account manager; dispute within 14 days
2.3.3 Subscription Products
Standard Subscription Refunds:
- No pro-rated refunds for monthly subscriptions
- Annual subscriptions: No pro-rated refunds (see Section 2.5)
- Refunds only for technical service failures
Free Trials:
- Must cancel before trial ends to avoid charges
- No refunds if auto-renewal not cancelled in time
- One-time courtesy refund may be granted (discretionary)
2.3.4 Discretionary Refunds
ERMITS may grant discretionary refunds for:
- First-time purchasers with minimal usage (7 days, <10% usage)
- Extenuating circumstances (serious illness, death, business closure)
- Good faith disputes
- Technical failures not otherwise covered
Not Eligible:
- Repeated refund requests (pattern of abuse)
- Services substantially used before refund request
- Change of mind without valid technical issue
- Failure to read product descriptions or terms
2.4 Non-Refundable Items
2.4.1 Explicitly Non-Refundable
The following are never refundable:
Partial Period Usage:
- Unused portion of monthly subscriptions after cancellation
- Remaining months of annual subscriptions after cancellation
- Unused service credits or quota allocations
Add-On Services:
- Professional services rendered
- Custom development work
- Training sessions delivered
- Consulting hours used
Third-Party Costs:
- Payment processing fees
- Bank transfer fees
- Currency conversion fees
- Chargebacks and associated fees
Promotional and Discounted Purchases:
- Heavily discounted subscriptions
- Special promotional pricing
- Lifetime or multi-year deals
- Bundled product purchases (except for technical service failures)
Beta Products:
- Beta or preview product subscriptions
- Early access purchases
- Discounted beta participant pricing
2.4.2 Usage-Based Charges
Overage Fees:
- Storage overages incurred
- API request overages incurred
- User seat overages incurred
- Refund not available even if subscription cancelled
One-Time Charges:
- Setup fees (where applicable)
- Migration assistance fees
- Custom integration development
- Additional support incidents
2.5 Annual Subscription Cancellations
2.5.1 Annual Plan Refund Policy
Standard Policy:
- No prorated refunds for annual subscriptions
- Cancellation takes effect at end of annual period
- Access continues through paid annual period
- Renewal prevented for next year
Rationale:
- Discounted pricing (typically 15-20% off monthly pricing)
- Discount reflects annual commitment
- Administrative and processing costs
Exception - Technical Service Failure:
- Prorated refund may be granted for significant service failures
- Must meet criteria in Section 2.3.1
- Calculated based on remaining months
- Original discount maintained in calculation
2.5.2 Early Cancellation of Annual Plans
Mid-Year Cancellation:
- Cancellation accepted anytime
- Access continues through end of paid annual period
- No refund for remaining months
- No conversion to monthly pricing
Example:
- Annual plan: $1,200/year (paid January 1)
- Cancel on July 1 (6 months remaining)
- Access continues through December 31
- No refund of remaining $600
- No charge on next January 1
Alternative Options:
- Downgrade to lower tier (takes effect at renewal)
- Pause account (not available for standard plans; inquire for Enterprise)
- Transfer subscription (not typically allowed; contact support)
2.6 Data Retention After Cancellation
2.6.1 Data Access Period
After cancellation effective date:
Paid Accounts:
- 30-day grace period for data export
- Read-only access to data during grace period
- Download all data via Account Settings → Export Data
- Multiple export formats available (JSON, CSV, PDF)
Free Trials:
- 7-day grace period for data export
- Read-only access during grace period
- Limited export functionality
Freemium Accounts:
- Immediate conversion to read-only mode
- 30-day data access for export
- May be subject to freemium limitations
2.6.2 Permanent Data Deletion
After grace period:
- All user data permanently deleted from production systems
- Deletion cannot be reversed
- No data recovery possible after deletion
- Backups deleted within 90 days
Exceptions:
- Pseudonymized analytics (anonymous, cannot identify user)
- Financial records (retained 7 years for tax/audit purposes)
- Legal hold data (if subject to litigation or investigation)
- Aggregated, non-identifiable usage statistics
Data Deletion Verification: Request confirmation of deletion: legal@ermits.com. Confirmation provided within 30 days of permanent deletion.
2.7 Refund Processing
2.7.1 Refund Methods
Standard Refunds:
- Refunded to original payment method
- Credit/debit card refunds appear in 5-10 business days
- Bank transfers refunded via check or wire transfer
- Processing time varies by payment processor (Stripe) and issuing bank
Account Credit:
- Refunds may be offered as account credit (with your consent)
- Account credit applied to future subscription charges
- No expiration date on account credits
- Can request cash refund instead of credit
Check Refunds:
- Available for wire transfer or check payments
- Check mailed to billing address on file
- Allow 10-15 business days for delivery
- $25 check processing fee may be deducted
International Refunds:
- Refunded in original currency when possible
- Currency conversion at time of refund (rates may differ from purchase)
- Bank fees may be deducted from refund amount
2.7.2 Refund Processing Timeline
Approval to Processing:
- Approved refunds initiated within 2 business days
- Confirmation email sent when refund processed
- Includes refund amount, method, and expected timeline
Receipt of Funds:
- Credit/Debit Cards: 5-10 business days from processing date
- Bank Transfer: 7-14 business days from processing date
- Check: 10-15 business days for delivery + time to deposit
- Account Credit: Immediate
Delays:
- Bank processing times vary
- International refunds may take longer
- Holidays and weekends not included in processing timelines
- Contact your bank if refund not received after expected timeframe
Tracking:
- Refund status available in Account Settings → Billing → Refunds
- Transaction ID provided for credit card refunds
- Check tracking number provided when available
2.8 Chargebacks and Payment Disputes
2.8.1 Chargeback Policy
Before Filing Chargeback:
ERMITS strongly encourages contacting us before initiating a chargeback:
- Email contact@ermits.com (Subject: "Billing Dispute")
- Most issues resolved quickly and amicably
- Avoid chargeback fees and account complications
Consequences of Chargebacks:
If you file a chargeback with your bank:
- Immediate Account Suspension: Access suspended pending resolution
- Chargeback Fee: $25 fee charged (in addition to disputed amount)
- Collection Efforts: Outstanding balances sent to collections
- Permanent Ban: Account permanently banned from ERMITS services
- No Future Service: Cannot create new accounts
Chargeback Resolution:
- Account restored only if chargeback reversed
- Must pay all outstanding fees including chargeback fee
- At ERMITS' discretion whether to restore service
- Data may be deleted during suspension period
Valid Chargebacks:
Chargebacks are appropriate for:
- Unauthorized/fraudulent charges (identity theft)
- Charges after reported card theft
- Service completely not provided
For valid chargebacks:
- Notify ERMITS immediately: contact@ermits.com
- Cooperate with investigation
- Provide documentation
- Account restored after verification
2.8.2 Stripe Dispute Resolution
Payment Processor Disputes:
- Disputes handled through Stripe's resolution process
- ERMITS receives notification of dispute
- Evidence provided to Stripe within 7 days
- Stripe makes final determination
Supporting Documentation: ERMITS will provide:
- Subscription agreement and terms acceptance
- Service usage logs (pseudonymized)
- Email communications
- Proof of service delivery
User Responsibilities:
- Respond to Stripe inquiries promptly
- Provide accurate information
- Cooperate with investigation
2.18 Contact Information
For questions, concerns, or requests regarding refunds and cancellations:
Response Times:
- Cancellation confirmation: Within 1 business day
- Refund requests: Review within 5 business days
- Billing disputes: Within 2 business days
- General questions: Within 24 hours
This policy may be updated from time to time. Material changes will be communicated with 30 days' advance notice. For the most current version, please visit this page or contact legal@ermits.com.