Cancellation & Refund Policy

1.Service Scope & Electronic Delivery Policy

This policy applies to the ProductEcho Cloud Service, operated by ProductEcho Cloud Service LLC, a Delaware limited liability company (Brand: ProductEcho, "we", "us", or "our"). It forms part of our Terms of Service.

Digital Service Fulfillment: ProductEcho Cloud Service is delivered strictly as an electronic, digital Software-as-a-Service (SaaS) and automated cloud infrastructure platform. There are no physical goods, physical delivery, or shipping fees.

Upon successful payment confirmation by our payment partner, Dodo Payments (merchant of record), your subscription tier (e.g., Pro Plan), compute quotas, managed PostgreSQL databases, and included infrastructure credits are provisioned and accessible immediately in your ProductEcho account dashboard.

A digital payment receipt and tax invoice containing your transaction reference ID are generated and dispatched to your registered account email automatically.

2.Subscription & Cancellation Policy

Recurring Subscriptions: ProductEcho Cloud Service plans (such as the Pro Plan, billed every 30 days or annually, every 360 days) operate on a recurring prepaid subscription basis. Subscriptions automatically renew at the conclusion of each billing period unless cancelled prior to the scheduled renewal date.

Cancellation Always Done via Email: To cancel your recurring subscription and prevent future renewals, cancellation is always handled by submitting a written request directly to:

• Processing & Confirmation SLA: Our billing desk acknowledges and confirms cancellation requests within 24 to 48 business hours.
• Effective Period: Your cancellation will take effect at the conclusion of your current prepaid billing cycle. You retain full access to your paid features, databases, and quotas until the end of that period, with zero subsequent renewal charges.
• No Penalties: We impose zero cancellation fees, lock-in commitments, or early termination penalties.

3.Refund Eligibility & Money-Back Guarantee

ProductEcho Cloud Service offers refunds under the following explicit criteria:

4.Non-Refundable Items & Exclusions

Refunds are not granted in the following circumstances:

• Metered compute (ACU), database storage (DCU), or bandwidth resources that have already been actively consumed by your workloads.
• Accounts that have been suspended or terminated due to violations of our Acceptable Use Policy (such as malware distribution, DDoS attacks, cryptocurrency mining, or illegal activities).
• Refund requests initiated after the 7-day initial money-back guarantee window has passed.
• Renewals on recurring subscriptions where the cancellation request was not received at admin@productecho.com prior to the scheduled billing renewal date.
• Credit top-ups, other than a duplicate or erroneous charge under Section 3 or where the law requires a refund. Top-up credits do not expire while your account is in good standing.

5. How to Request a Refund

To request a refund, please follow this simple procedure:

1. Send an email to admin@productecho.com from the email address associated with your ProductEcho account.
2. Include your Account ID, the Payment Gateway Transaction ID or Invoice Number, and a brief description of the reason for your refund request.
3. Our billing team will review your request within 2 business days and notify you of the approval status.

6.Refund Processing & Settlement Timeline

Once your refund is approved:

• The refund instruction is immediately submitted to our payment partner, Dodo Payments, which reverses any tax on the refunded amount.
• Funds are reversed directly to your original payment method (credit card, debit card, bank account, or digital wallet).
• The credited funds will typically appear on your banking statement within 5 to 7 business days, depending on your card issuer or banking institution.

7.Dispute Resolution, Chargebacks & Support Redressal

Direct Redressal First: If you notice an unexpected charge or have questions about a payment, please contact our billing desk directly at admin@productecho.com before filing a dispute or chargeback with your bank. We are committed to resolving payment concerns fairly and promptly, acknowledging inquiries within 24 to 48 business hours.

Bank Chargebacks: Initiating an unnotified bank chargeback or payment gateway claim may cause automatic temporary suspension of your account and cloud runtimes while under formal financial investigation. Directly contacting our team ensures fast, painless resolution without operational disruption.