Refund & Cancellation Policy

Last updated: 28/10/2026

This Refund & Cancellation Policy explains how billing, cancellations and refunds work for paid subscriptions to the ECx platform (the “Service”) provided by ECx (“ECx”, “we”, “us”). It forms part of, and should be read together with, our Terms of Service. Payments are processed by our payments provider, Lemon Squeezy, which acts as the merchant of record for your purchase.

1. Free trial

New accounts include a 30-day free trial with full access and no credit card required to begin. You will not be charged during the trial. If you do not subscribe, your workspace simply stops when the trial ends — you are never billed automatically from the trial alone.

2. Subscriptions and billing

• Paid subscriptions are billed monthly in advance at the price shown on our pricing page at the time you subscribe.
• Your price is based on the number of active users on your account (a flat price for each group of up to four users), plus any additional photo-storage blocks beyond the included allowance. These amounts are calculated and shown before you are charged.
• Each subscription renews automatically for a further month until you cancel.
• All prices are in the currency shown at checkout. Applicable taxes are handled by Lemon Squeezy and shown before you confirm payment.

3. Cancelling your subscription

You can cancel at any time from your account (Admin → Subscription / Account), or by contacting us. When you cancel:

• Your subscription will not renew and you will not be charged again.
• You keep access until the end of the billing period you have already paid for, after which paid features stop.
• You can export your data before your access ends.

Cancelling stops future payments; it does not, by itself, refund a payment that has already been made, except as described below or where required by law.

4. Refunds

A free trial lets you evaluate the Service in full before you pay anything. Accordingly, to the maximum extent permitted by applicable law, all fees and charges are non-refundable and non-creditable, in whole and in part, under all circumstances. We do not provide refunds, credits or pro-rations for partial billing periods, unused time, or periods during which your account remained open but was not used.

In particular, and without limitation, no refund or credit is given for any interruption, suspension, downtime, outage, failure, defect, error, data loss, or discontinuation of the Service or any feature, for any duration, including a complete or permanent outage of the entire system; for any failure, outage, price change or discontinuation of a third-party provider the Service relies on (including hosting, database, storage, email, payment and AI providers); for any AI-related or usage-based charge, all of which reflect usage that has already occurred; or for dissatisfaction with the Service or its outputs.

The only exceptions are: (a) a duplicate or clearly accidental charge, which we will correct; and (b) any refund that is strictly required by applicable mandatory law, and then only to the minimum extent the law requires. Any approved correction or legally required refund is issued to the original payment method through Lemon Squeezy and may take several business days to appear.

5. How to request a refund

To request a refund or ask a billing question, email support@ecx-commissioning.com from the email address on your account, ideally within 14 days of the charge. Please include your company name and the date and amount of the payment so we can find it quickly. We aim to respond to billing requests promptly.

6. Chargebacks

If you believe a charge is incorrect, please contact us first — we can usually resolve it faster than a bank dispute. Because Lemon Squeezy is the merchant of record, refunds and disputes for your purchase may also be handled through Lemon Squeezy.

7. Changes to this policy

We may update this Refund & Cancellation Policy from time to time. Material changes will be reflected by updating the “Last updated” date above and, where appropriate, by notice in the app.

8. Contact

Questions about billing, cancellations or refunds can be sent to support@ecx-commissioning.com.