Refund Policy

★ Overview

At Elucide, we stand behind the quality of our software. We offer fair and transparent refund terms in line with international best practices for software and consultancy services. econoMES and Consultancy are invoiced directly by Elucide.

1 econoMES Subscriptions

econoMES is sold as a custom annual enterprise subscription. Pricing and specific refund terms for your engagement are set out in your service agreement at the time of purchase. The general terms below apply unless your agreement states otherwise.

1.1 Refund Window

1.2 After the Refund Window

After the agreed refund window, annual subscriptions are non-refundable in full. However, we will consider a pro-rata refund (for unused months) in the following circumstances:

• A verified technical defect that we are unable to resolve within 14 business days of your report
• A material change to the product that significantly reduces its core functionality
• Duplicate accidental purchase

Pro-rata refunds are calculated from the month following your refund approval date. Months already used are not refunded.

1.3 Early Cancellation

You may cancel your annual subscription at any time. Upon cancellation:

• Your access continues until the end of the paid annual period
• No further charges are made
• No partial refund is issued for the remaining period unless eligible under section 1.2 above

2 Eligibility for Refund

To be eligible for a refund, your request must meet these conditions:

• The request is made within the refund window agreed in your service agreement (or 14 days where none is specified)
• The purchase was made directly through elucide.ai or via direct agreement with Elucide
• You provide your order or invoice reference number
• For technical defect claims: a description of the issue and steps to reproduce it

Not eligible for refund:

• Change of mind after the applicable window has passed
• Incompatibility with unsupported operating systems or device configurations
• Purchases made through third-party resellers (not applicable currently — all sales are via elucide.ai)
• Accounts terminated for violation of our Terms of Use

3 How to Request a Refund

To request a refund, email us at support@elucide.ai with:

1. Subject line: Refund Request — [Product Name]
2. Your full name and email used for purchase
3. Your invoice or order reference number (from your invoice or receipt email)
4. Reason for refund request
5. For technical issues: description and device/OS details

We will acknowledge your request within 2 business days and provide a decision within 5 business days.

4 Refund Processing Time

Once approved, refunds are issued directly by Elucide via bank transfer to your account and typically appear within:

• Bank transfer (India — NEFT/RTGS): 3–5 business days
• International wire transfer: 5–10 business days

Processing times are determined by your bank and are outside Elucide's control once the refund is initiated.

5 Exceptions & Special Cases

5.1 Duplicate Charges

If you were charged twice for the same product due to a payment processing error, we will refund the duplicate charge in full immediately upon verification. Contact us with both order reference numbers.

5.2 Pricing Errors

If a product was incorrectly priced due to a technical error on our website, we reserve the right to cancel the order and issue a full refund. We will notify you before doing so and offer you the option to repurchase at the correct price.

5.3 Service Interruption

If a subscription service is unavailable for more than 72 consecutive hours due to issues on our side, affected subscribers will receive a pro-rata credit for the downtime period applied to their next billing cycle.

5.4 Currency & Tax

Refunds are issued in the same currency as the original charge. Applicable VAT/GST will be refunded as part of the total refund amount where required by local law.

6 Cancellation Policy

You may cancel any subscription at any time by contacting us. Cancellation stops future billing but does not automatically trigger a refund. Refund eligibility is determined separately per section 1 above.

To cancel: email support@elucide.ai with your account or invoice details and request cancellation.

7 Payments & Invoicing

All Elucide purchases are invoiced and processed directly by Elucide — there is no third-party payment processor or self-serve checkout involved. Your invoice will show Elucide Softech Private Limited as the seller.

For payment or billing queries: support@elucide.ai

For product-related refund requests: support@elucide.ai

8 Disputes & Chargebacks

We strongly encourage you to contact us at support@elucide.ai before initiating a chargeback with your bank. Most issues can be resolved quickly and a chargeback is rarely the fastest route to resolution.

If a chargeback is filed without prior contact, we reserve the right to suspend the associated licence pending resolution. Fraudulent chargebacks may result in permanent account termination.

9 Contact

For all refund requests and billing queries:

• Email: support@elucide.ai
• Response time: Within 2 business days
• India phone: +91 95000 57542

Business hours: Monday–Friday, 9:00 AM – 6:00 PM IST.