Cancellation & Refund Policy
Effective date: September 30, 2026
This policy explains how cancellation, billing, and refunds work for East & Marcks' business operating systems (the "Services"). It forms part of our Terms of Service.
1. Cancelling your subscription
You can cancel a paid subscription at any time, either from your account settings or by emailing support@eastandmarcks.com. Cancellation takes effect at the end of your current billing period. You keep full access to the Services until then, and you will not be charged again.
2. No refunds for partial periods
Subscription fees are billed in advance and are non-refundable for the portion of a billing period you do not use. If you cancel mid-month, your access runs to the end of that period rather than receiving a pro-rated refund.
3. AI credits
Some features consume AI credits. The industry-standard terms apply:
- Consumed credits are non-refundable. Once a credit is used to run an AI action (a generated message, campaign, analysis, or image), it has been delivered and cannot be refunded.
- Unused credits remain available while your subscription is active and expire when your subscription ends or when the plan's credit term expires, whichever comes first.
- Purchased credit packs are non-refundable once purchased, except where required by law.
- Credits have no cash value and are not transferable between accounts.
4. When we issue a refund
We issue refunds in these cases:
- Duplicate or incorrect charges, refunded in full.
- A charge made after cancellation, refunded in full.
- A Service that was materially unavailable through our fault for an extended period, refunded on a pro-rated basis for the affected period.
Any other refund requests are considered case by case at our discretion, and always where required by applicable law.
5. How refunds are processed
Approved refunds are returned to the original payment method, normally within 5 to 10 business days depending on your bank or card issuer.
6. Billing questions
If you believe a charge is wrong, email support@eastandmarcks.com before disputing it with your bank. We resolve billing questions quickly and in good faith.
7. Changes
We may update this policy as the Services evolve. Material changes will be announced by email or in the Services before taking effect.