1. Principles
Eliza licenses are prepaid access to software features for a defined period. Because digital goods can be activated immediately, refunds are limited to the cases below. Where consumer law in your country grants stronger mandatory rights, those rights prevail.
We prefer fixing product issues over issuing refunds when a workable solution exists (resetting a device bind, restoring sync, replacing a faulty build, or extending time lost to a confirmed outage on our side).
2. Cooling-off for first paid plan
If this is your first paid Eliza purchase and you have not meaningfully used paid features, you may request a full refund within 14 days of payment.
“Meaningful use” includes validating a license on a device and actively creating or syncing profiles under the paid tier, or consuming a material portion of plan quotas. If the license was activated and used, section 3 may still apply for remaining unused time.
3. Unused time on an active plan
For renewals or plans already in use, you may request a pro-rata credit or refund for remaining whole days left on the current billing period, measured from the day we approve the request (not from the day you stopped logging in).
Approvals under this section are evaluated case by case. We look at account standing, prior refunds, evidence of the issue, and whether the plan was obtained through abuse of trials or promotions.
4. Situations we usually decline
- requests after the license period has already expired;
- accounts closed for Terms violations, fraud, multi-accounting for trials, or payment abuse;
- buyer’s remorse after extensive use of paid features beyond the cooling-off window;
- third-party site blocks, proxy failures, or outcomes that depend on websites you visit (those are outside Eliza’s control);
- purchases made with stolen payment instruments or disputed identity;
- custom or partner deals that were marked non-refundable in writing.
5. How to request a refund
Email [email protected] from the same address used on the account. Include:
- account email;
- approximate purchase date and plan name;
- payment reference or transaction ID if you have it;
- a short description of why you are requesting a refund;
- for crypto payments, the wallet address and network you want used for return (must be capable of receiving the same asset).
Incomplete requests may be delayed or declined until we can verify the payer.
6. How money is returned
Wherever the payment provider allows, we refund to the original payment method (card, Apple/Google billing, or the processor you used).
If you paid in cryptocurrency, refunds are returned in the same asset on the same network when practical. Network fees for very small balances may be deducted so the transfer can clear. If a network is congested or a wallet is incompatible, we may propose an equivalent stablecoin transfer or store credit instead.
Currency conversion differences charged by your bank or wallet are outside our control.
7. Timing
We aim to decide complete requests within 10 business days. After approval, card refunds typically appear in 5–15 business days depending on your bank; crypto transfers are initiated after approval and may require an additional confirmation window.
8. Chargebacks
Please contact us before opening a chargeback. Filing a dispute without first allowing us to investigate may lead to suspension of the account while the dispute is open. Confirmed friendly fraud may result in permanent closure.
9. Contact
Billing & refunds: [email protected]
Terms questions: [email protected]