1. Introduction

At eGRACS, we are committed to ensuring customer satisfaction with our framework, products, and services. This Refund Policy outlines the terms under which refunds may be issued. By purchasing from eGRACS, you agree to comply with this policy.

2. General Refund Eligibility

Refunds may be offered in the following circumstances:

• The product or service was not delivered as described.
• You encountered technical issues that cannot be resolved by our support team.
• You canceled a subscription or service within the eligible refund period.

3. Licensing Refunds

Licenses for the eGRACS framework are non-refundable once issued unless one of the following applies:

• There was an error in the license issued (e.g., incorrect features or duration).
• You cancel the license within 14 days of purchase and the framework has not been downloaded or accessed.

To request a refund, please contact support@egracs.net with proof of purchase and a detailed explanation of your request.

4. Product Refunds

Refunds for physical or digital products, such as whitepapers or training materials, are subject to the following conditions:

• Physical products must be returned in their original condition, unopened and undamaged, within 30 days of purchase.
• Digital products are non-refundable once downloaded or accessed unless there is a technical issue that prevents usage.

Shipping costs for returning physical products are non-refundable unless the product was defective or incorrect.

5. Service Refunds

Refunds for services, such as training, consultancy, or support, are governed by the specific terms of the service agreement. Generally:

• Cancellation of services must be made at least 7 days before the scheduled start date for a full refund.
• No refunds will be issued for cancellations made after services have commenced.

6. Subscription Refunds

For subscriptions to eGRACS services or products:

• You may cancel your subscription at any time. Refunds will be issued for unused portions of prepaid subscriptions, calculated on a pro-rata basis.
• Refunds are not available for month-to-month subscriptions after the billing period has started.

7. Non-Refundable Items

The following items are non-refundable:

• Promotional or discounted items.
• Customised products or services tailored specifically for your organisation.
• Digital products that have been downloaded or accessed.

8. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at support@egracs.net.
2. Provide proof of purchase, such as an order number or receipt.
3. Include a detailed explanation of your request, including any supporting evidence (e.g., screenshots of technical issues).

Refund requests are typically processed within 7-10 business days. Approved refunds will be issued to the original payment method.

9. Changes to the Refund Policy

eGRACS reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. Your continued use of our products or services constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions about this Refund Policy or need assistance, please contact us:

• Email: support@egracs.net