Billing Control Room

Refund and cancellation decisions move through transparent checkpoints.

Readable status panels, audit trails, security layers, and document stacks make the policy surface feel deliberate and operational.

1. Policy Scope

This policy applies to subscription charges, renewals, one-time paid features (if offered), cancellation requests, refund claims, and payment disputes for services sold directly under EKATRACORE.

2. Subscription Billing Rules

  • Paid plans are billed in advance for the selected billing cycle (monthly, quarterly, or annual as applicable).
  • Recurring plans renew automatically unless canceled before the renewal cut-off.
  • Fees displayed at checkout are exclusive or inclusive of tax as indicated at purchase time.
  • Failure of payment authorization may result in downgraded or restricted access until dues are cleared.

3. Cancellation Process

To request cancellation, email billing@ekatracore.com from your registered account email with account details and cancellation intent.

  • Cancellation requests are acknowledged within 1 business day.
  • Unless explicitly agreed otherwise, cancellation takes effect from the next billing cycle.
  • Access usually remains active until the end of the paid period already billed.
  • If prorated cancellation is permitted under a specific plan, terms are disclosed in writing for that plan.

4. Refund Eligibility, Pro-Rata Rules, and Non-Refundable Conditions

Refunds are generally limited and evaluated case-by-case after transaction verification. Approved refunds are usually returned to the original payment method where technically possible.

Typical Eligible Cases

  • Duplicate billing for the same service cycle.
  • Incorrect debit caused by a verified technical error.
  • Charge despite successful cancellation before renewal cut-off.
  • Any additional scenario where refund is mandated by applicable law.

Pro-Rata and Non-Refundable Conditions

  • Partial-period pro-rata refunds are not guaranteed unless explicitly stated in plan terms.
  • No refund for change-of-mind after activation where full access was made available.
  • No refund for non-usage of services during an active paid period.
  • No refund where suspension occurs due to violation of Terms or abuse.
  • No refund for unverifiable, incomplete, or fraudulent claims.

5. Refund Processing SLA and Timeline

Stage Target SLA Details
Request acknowledgment Within 1 business day Ticket confirmation issued after request receipt.
Verification review 3 to 7 business days Depends on payment logs, gateway records, and account checks.
Refund initiation (if approved) Within 2 business days after approval Instruction sent to payment processor for reversal.
Bank/card settlement credit 7 to 10 business days Actual credit time depends on issuer bank and instrument network.

6. Chargeback and Dispute Handling

Users are requested to contact billing support before initiating a bank chargeback so that disputes can be addressed quickly and fairly. If a chargeback is raised, EKATRACORE may submit supporting logs, billing records, and service access records to the acquiring/payment partner.

  • During active chargeback investigation, account access may be restricted for risk control.
  • Fraudulent or abusive chargebacks may lead to suspension or permanent termination.
  • Where a chargeback is resolved in favor of the merchant, service restoration may require settlement of outstanding dues.

7. Exceptional Cases and Statutory Rights

Nothing in this policy limits non-waivable consumer rights available under applicable law. If a legal authority requires an alternate refund or cancellation treatment, that requirement will prevail to the extent mandated.

For billing complaints, always include registered email, transaction ID, payment date, and issue summary to reduce processing delays.