Cancellation, Refund & Return Policy

This policy explains how cancellations, refunds, and returns are handled for paid Subscriptions to the Esset property management platform ("Platform") operated by Eland Technologies ("Esset", "we", "us", or "our"). It applies to every payment made through the Platform, including payments processed via Safepay and any other payment processor we may use from time to time. This policy should be read together with our Terms & Conditions.

1. Nature of the Service

Esset is a software-as-a-service product delivered electronically over the internet. There are no physical goods shipped at any point. As a result, "returns" do not apply — this policy covers cancellations and refunds only.

2. Free Trial

New customers may use the Platform free of charge for fourteen (14) days. No payment is collected during the trial and no refund is required if you choose not to continue. The trial ends automatically; your account is paused unless you activate a paid Subscription.

3. Cancellation

You may cancel your Subscription at any time directly from your account dashboard at app.esset.io/billing, or by writing to support@esset.io from the email address associated with your account. No reason is required.

Cancellation takes effect at the end of the current billing period. You will not be charged for the next period and you will retain access to the Platform until the period ends. Cancelling part-way through a billing period does not, by itself, entitle you to a refund for the unused portion of that period (see Section 4 for the exceptions).

If you are on an annual plan and cancel within the first fourteen (14) days of a renewal because an attempted cancellation in the dashboard before renewal failed, contact us — we will refund the renewal in full.

4. When Refunds Are Issued

Esset issues refunds in the following circumstances:

1. First-paid-invoice money-back window. If you are a new customer and you are not satisfied with the Platform, you may request a full refund of your first paid invoice within seven (7) calendar days of the charge. This window applies once per organisation and does not apply to subsequent renewals.
2. Duplicate or erroneous charges. If you are charged twice for the same billing period, charged after a successful cancellation, or charged an incorrect amount due to a system error on our side, the affected amount is refunded in full.
3. Service unavailability beyond our SLA. If the Platform is unavailable for longer than the uptime target stated in our Terms & Conditions during a given billing period, you may request a pro-rata service credit or a refund of the equivalent value at our discretion.
4. Failed renewal cancellation. Annual renewals cancelled within fourteen (14) days of the renewal charge, where you can show a prior in-dashboard cancellation attempt that failed, are refunded in full.
5. Where required by law. Any refund mandated by applicable consumer protection law in your jurisdiction.

5. When Refunds Are Not Issued

Outside the situations listed in Section 4, refunds are not issued. In particular:

• Pro-rata refunds for the unused portion of a billing period after an ordinary cancellation.
• Subscriptions where the seven (7) day first-paid-invoice window has expired.
• Charges arising from your own decision to upgrade, downgrade, or add seats during a billing period (these adjustments are billed or credited within the Platform, not refunded to your card).
• Add-on services, one-off setup fees, custom integrations, training sessions, or professional-services engagements that have already been delivered.
• Charges resulting from your failure to cancel before a renewal date, except in the limited circumstances described in Section 4(4).
• Suspensions or terminations of your account due to violation of our Terms & Conditions or applicable law.

6. How to Request a Refund

To request a refund, send an email to support@esset.io with the subject line "Refund Request" and include:

1. The email address and organisation name associated with your Esset account.
2. The date and amount of the charge for which you are requesting a refund.
3. The transaction reference shown on your bank or card statement, or the Safepay transaction ID where available.
4. A short explanation of the reason for the request, mapped to one of the situations in Section 4 where possible.

Requests must come from an authorised account owner or billing contact. We may ask for additional information to verify identity and ownership of the account before processing.

7. Review and Refund Timeline

Refund requests are reviewed within five (5) business days of receipt. We will respond by email with the outcome and, if approved, the expected timing of the refund.

Approved refunds are returned to the original payment method used for the charge. The refund typically reaches your card or account within seven (7) to ten (10) business days of approval, although the final crediting time depends on your card issuer or bank. For payments processed via Safepay, the refund is initiated through Safepay and follows the same return-to-source rule.

8. Currency and Processing Fees

Refunds are issued in the same currency in which the original charge was made. Esset does not deduct internal processing fees from approved refunds. Where your bank or card issuer applies a currency-conversion or foreign-transaction fee on either the original charge or the refund, the value retained by your bank is outside Esset's control and is not refundable by us.

9. Chargebacks

We strongly encourage you to contact support@esset.io before filing a chargeback or dispute with your card issuer. Most billing issues are resolved faster directly with us than through the chargeback process.

If a chargeback is filed for a charge that we determine was valid, we may suspend your account until the dispute is resolved and recover any chargeback fees levied on us by the payment processor.

10. Updates to This Policy

We may update this policy from time to time. Material changes will be communicated by email to your registered account email address at least seven (7) days before they take effect. The "Last updated" date at the top of this page reflects the date of the most recent revision.

11. Contact

For any question about this policy or to request a refund, contact us at support@esset.io or message us on WhatsApp at +92 339 9990959.

Eland Technologies — Registered in Pakistan. This policy was last reviewed and updated in April 2026. The current version is always available at esset.io/refund-policy.