Refund Policy

About this policy

This Refund Policy applies to paid subscriptions for MarkEcho, a subscription-based SaaS service provided and licensed by Crimson Insights Technologies LLP.

Cancelling a subscription

You can cancel a Paddle-managed subscription through the Paddle customer portal available in your MarkEcho billing settings. Cancellation stops future renewals; it does not immediately delete your paid access. Unless otherwise required by law or stated at the time of cancellation, you may continue using paid features through the end of the billing period you have already paid for.

General refund eligibility

Subscription charges are generally non-refundable merely because a subscription was not used, was used only in part, or was cancelled after renewal. Submitting a request within the request window does not guarantee a refund. We assess requests individually, taking into account the circumstances, Paddle’s processes, and applicable law.

We will consider refund requests involving:

• A duplicate charge for the same subscription or billing period.
• An incorrect amount or other billing error.
• A paid subscription that could not be accessed because of a verified service or account-access failure, after reasonable troubleshooting.
• Any other circumstance in which a refund is required by applicable law.

How to request a refund

Email support@markecho.com within 14 calendar days of the charge concerned. This 14-day period is a request window, not an unconditional money-back guarantee, and it does not limit any longer or non-waivable right available under applicable consumer law. Logged-in users may alternatively submit a billing request through MarkEcho support.

Please provide:

• Your name and the email address associated with the MarkEcho account.
• Your organization or workspace name.
• The charge date, amount, currency, and Paddle transaction or invoice reference, if available.
• The reason for the request and relevant details, including screenshots or error messages for a billing or access problem.

Review timeline

We will acknowledge a complete refund request within 2 business days. We will ordinarily approve or reject it within 5 business days after receiving all information reasonably required to assess it. If additional investigation is necessary, we will inform you of the delay.

Paddle and refund processing

Payments for MarkEcho subscriptions are processed by Paddle, which acts as the Merchant of Record and authorised reseller for the transaction. MarkEcho is provided and licensed by Crimson Insights Technologies LLP. Approved refunds are processed through Paddle to the original payment method.

After a refund is issued, your bank or payment provider controls when the credit appears. Paddle currently states that card refunds typically take 3–5 working days, although the actual timing may vary by payment provider.

Mandatory consumer rights

Nothing in this policy excludes, restricts, or replaces any refund, cancellation, cooling-off, or other consumer right that cannot lawfully be excluded. Where mandatory law gives you a longer request period or additional remedies, those rights continue to apply.

Contact

Refund and billing questions may be sent to Crimson Insights Technologies LLP at support@markecho.com.