Refund Policy

1. Scope

This Refund Policy applies to all purchases of Encrata credits and subscriptions made through encrata.com, the Encrata dashboard, or an Encrata invoice. It forms part of, and should be read alongside, our Terms of Service. Where an executed order form or enterprise agreement conflicts with this policy, that agreement controls.

2. How Encrata billing works

Encrata uses a prepaid, credit-based model:

• Credits are purchased in packs. Each lookup consumes credits at the rates published on our Pricing page.
• Credits do not expire while your account remains in good standing.
• No result, no charge. A lookup that returns no data does not consume credits.
• Cached results are free. If Encrata serves a cached result, no credits are deducted.
• Every account receives 500 free credits on signup so that you can evaluate the Service before paying.

Because failed lookups are not billed and every account can test the API for free before purchasing, most billing concerns are resolved automatically rather than through a refund.

3. Standard refund window

You may request a refund of the unused portion of a credit pack within 14 calendar days of the purchase date.

The refund is calculated pro rata: we refund the value of the credits remaining from that purchase at the price you paid per credit, and deduct nothing else. Credits already consumed by successful lookups are not refunded.

• Refunds are issued to the original payment method.
• The refunded credits are removed from your account balance at the time the refund is processed.
• Where an account holds credits from more than one purchase, credits are treated as consumed in the order they were purchased.
• Processing typically takes 5 to 10 business days to appear on your statement, depending on your bank or card issuer.
• Refunds are issued in the currency of the original transaction. Encrata is not responsible for differences arising from exchange rate movement or foreign transaction fees charged by your bank.

Outside the window

After 14 days, credits are non-refundable. Credits do not expire, so unused balances remain available in your account for future use.

4. Duplicate and accidental charges

If you were charged twice for the same purchase, or you selected the wrong credit pack by mistake, contact us within 48 hours of the charge. We will refund the duplicate or incorrect charge in full, regardless of usage. This is separate from and additional to the standard refund window in Section 3.

5. Service availability and downtime credits

Encrata's remedy for service disruption is credit compensation, not a cash refund.

If Encrata's API availability falls below 99.5% in a given calendar month, measured against our status page and excluding scheduled maintenance announced at least 48 hours in advance and events outside our reasonable control, you may request a credit top-up:

Requests must be submitted within 30 days of the end of the affected month and include the approximate dates and times of the disruption. Downtime credits are added to your account balance and have no cash value.

Failed lookups caused by an outage do not consume credits in the first place under our no-result, no-charge rule.

6. What is not refundable

Refunds will not be issued for:

• Credits consumed by lookups that returned data, including data you found unhelpful, incomplete, or lower-confidence than expected. Encrata aggregates public and third-party sources and does not warrant the completeness or accuracy of any individual result (see Terms of Service, Sections 9 and 10).
• Credits consumed as a result of your own integration errors, misconfigured jobs, runaway scripts, retry loops, or unauthorised use of your API keys. You are responsible for keeping your credentials secure and for the volume of requests made with them.
• Charges arising after your account is suspended or terminated for a breach of our Terms of Service or Acceptable Use Policy.
• Free credits, promotional credits, downtime credits, or credits received through referrals or partnerships. These have no cash value.
• Bulk or enterprise purchases made under a signed order form, except as that order form provides.
• Taxes, duties, or payment processing fees already remitted to a third party, where non-recoverable.

7. Enterprise and invoiced agreements

Purchases made under a signed order form, master services agreement, or annual commitment are governed by the refund and termination terms of that agreement. In the absence of an express term, annual commitments are non-refundable except where Encrata terminates the agreement without cause, in which case unused, prepaid fees are refunded on a pro rata basis for the remainder of the term.

8. Consumer withdrawal rights (EU, UK, and equivalent jurisdictions)

If you are a consumer resident in the European Union, the United Kingdom, or another jurisdiction granting a statutory right of withdrawal, you have 14 days from the date of purchase to withdraw from the contract and receive a full refund.

Important: Encrata credits are digital content supplied immediately. By purchasing credits and beginning to use them before the end of the 14-day period, you expressly request immediate performance and acknowledge that you lose your right of withdrawal once performance has begun. If you have not consumed any credits, your withdrawal right is unaffected and a full refund will be issued.

Nothing in this policy limits any non-waivable statutory rights you may have under the consumer protection laws of your country of residence.

9. Abuse, fraud, and chargebacks

Encrata reserves the right to decline a refund request, and to suspend or terminate the account concerned, where we reasonably believe there has been:

• Repeated purchase and refund activity, or a pattern of refund requests inconsistent with good faith evaluation of the Service.
• Use of refunded credits to extract data before requesting reimbursement.
• Creation of multiple accounts to obtain free credits or repeated refund windows.
• Fraudulent, stolen, or unauthorised payment instruments.
• Any breach of our Terms of Service or Acceptable Use Policy.

Chargebacks. If you dispute a charge with your bank or card issuer before contacting us, we may immediately suspend your account and revoke any remaining credit balance pending resolution. We will always resolve a legitimate billing issue faster than a chargeback will, and we ask that you write to us first.

10. How to request a refund

Email hello@encrata.com from the email address registered to your Encrata account, and include:

1. Your account email or organisation ID
2. The invoice or transaction ID for the purchase
3. The reason for the request

We acknowledge refund requests within 2 business days and aim to reach a decision within 5 business days. Approved refunds are submitted to our payment processor immediately upon approval.

11. Discretion

Where a request falls outside this policy, Encrata may still issue a refund or credit at its discretion. Doing so in one instance does not waive this policy or create an obligation to do so again.

12. Changes to this policy

We may update this Refund Policy from time to time. The policy in effect on the date of your purchase governs that purchase. Material changes will be announced by email or through the Service.

13. Contact

If you have any questions about billing or refunds, please do not hesitate to contact us:

Email: hello@encrata.com
Address: Encrata Corporation, 2810 N Church St STE 88666, Wilmington, DE 19802