1. 30-day paid evaluation
A new customer’s first ELIO subscription purchase includes a 30-calendar-day paid evaluation period beginning on the payment date. If ELIO is not suitable, the customer may request a refund of the first subscription charge by emailing hello@meet-elio.com before the 30-day period ends.
2. Configuration fee
The €100 configuration and onboarding fee charged with a monthly plan is non-refundable once configuration work has started. This fee is waived for annual subscriptions.
3. Annual subscriptions
The first annual subscription payment is eligible under the 30-day evaluation policy. After that period, annual payments are non-refundable except where required by law. Cancelling prevents the next annual renewal and access continues until the end of the paid term.
4. Monthly subscriptions
Monthly subscriptions can be cancelled before the next renewal. Cancellation does not refund a month that has already started, except for the first payment covered by the 30-day evaluation policy.
5. Fair use of the policy
The first-purchase refund is available once per customer or group of related companies. We may refuse a refund in cases of fraud, abuse, unlawful use or material violation of the Terms of Service.
6. Processing a refund
Approved refunds are sent to the original payment method. Bank and card processing times are controlled by the payment provider and the customer’s financial institution. Taxes and invoices will be adjusted as required.
7. How to request cancellation or refund
Email hello@meet-elio.com from an authorised company address and include the company name, ELIO account email, invoice number and the reason for the request. Do not send card details by email.