Introduction
Epic Guard Filter ("we," "us," or "our") is dedicated to providing a reliable security solution for Silkroad Online ISRO-R private servers. This Refund Policy outlines the terms under which you may request a refund for purchases or subscriptions related to Epic Guard Filter. By purchasing or subscribing to our services, you agree to the terms of this policy.
1. Eligibility for Refunds
Refunds may be available under the following conditions:
a. Subscription-Based Services
- Money-Back Guarantee: We offer a 7-day money-back guarantee for new subscriptions. If you are not satisfied with Epic Guard Filter, you may request a full refund within 7 days of your initial subscription purchase.
- Non-Delivery: If we fail to deliver the software or access to premium features after payment, you are eligible for a full refund.
- Technical Issues: If you experience persistent technical issues that we cannot resolve within a reasonable timeframe (e.g., 14 days), you may request a refund, provided you have contacted our support team and allowed us to attempt resolution.
b. One-Time Purchases
- Defective Software: If the software is defective or fails to function as advertised (e.g., DDoS protection or flood prevention features do not work), you may request a refund within 7 days of purchase, subject to verification by our support team.
2. Non-Refundable Circumstances
Refunds will not be issued in the following cases:
- Change of Mind: Beyond the 7-day money-back guarantee period, refunds will not be provided if you simply change your mind or no longer need the software.
- Misuse or Violation: If you violate our Terms of Service (e.g., using Epic Guard Filter for unauthorized purposes or attempting to reverse-engineer the software), no refund will be provided.
- Third-Party Issues: Refunds will not be issued for issues caused by third-party services, such as server hosting problems or Silkroad Online ISRO-R file incompatibilities not related to Epic Guard Filter.
- Free Tier or Trial: Services provided under the free tier or promotional trials are not eligible for refunds, as no payment is involved.
3. Refund Process
To request a refund, follow these steps:
- Contact Support: Submit a refund request via email to [[email protected]] or through our discord support portal.
- Provide Details: Include your order number, purchase date, and a brief explanation of the reason for your refund request.
- Verification: Our team will review your request and may ask for additional information, such as logs or screenshots, to verify eligibility (e.g., for technical issues).
- Processing: If approved, refunds will be processed within 7-14 business days to the original payment method. Processing times may vary depending on your payment provider.
4. Subscription Cancellations
- Automatic Renewal: Subscriptions renew automatically unless canceled. You may cancel your subscription at any time through your account dashboard or by contacting support.
- Post-Cancellation: After cancellation, you will retain access to premium features until the end of the current billing cycle. No pro-rata refunds will be issued for unused portions of a billing cycle unless within the 7-day money-back guarantee period.
5. Payment Disputes
If you initiate a chargeback or payment dispute without contacting us first, we reserve the right to suspend your access to Epic Guard Filter and dispute the claim with evidence of service delivery. We encourage you to contact our support team to resolve issues before escalating to your payment provider.
6. Changes to This Refund Policy
We may update this Refund Policy to reflect changes in our services or legal requirements. We will notify you of significant changes via email or through the Epic Guard Filter dashboard. The updated policy will be effective upon posting, with the “Last Updated” date revised.