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Refund Policy
Last updated: 28 May 2026
Overview
Elido is a software-as-a-service subscription product. This Refund Policy explains when refunds are available, how to request one, and your statutory rights as an EU/EEA/UK consumer. It applies to all paid subscriptions purchased directly from Elido or through our authorised payment partners (e.g., Paddle, monobank).
Subscriptions are billed in advance and are non-refundable
Subscription fees are billed in advance for the applicable billing period (monthly or annual) and are non-refundable, except as expressly stated below or where required by applicable law. Once a billing period has begun, we do not issue partial refunds for unused time, including after cancellation, downgrades, or account closure.
EU/EEA/UK right of withdrawal (14 days)
If you are a consumer (not a business) resident in the European Union, European Economic Area, or United Kingdom, you have the right to withdraw from your first purchase of a subscription within 14 days of entering the contract, without giving any reason. To exercise this right, send a clear statement of withdrawal to [email protected] from the email address associated with your account before the 14-day period ends. We will refund the original purchase price using the original payment method within 14 days of receiving your request. This right does not apply to subscription renewals, upgrades, or one-time add-ons, and may end earlier where you have explicitly requested immediate access and substantially used the service during the withdrawal period (Article 16(m) of EU Directive 2011/83/EU).
Cancellation
You may cancel a subscription at any time from your account dashboard or by contacting support. Cancellation stops future renewals immediately; access to paid features remains available until the end of the billing period that you have already paid for. We do not refund the unused portion of a paid period after cancellation.
Refunds at our discretion
Outside of the statutory cases above, we may issue refunds at our sole discretion — for example, where a billing error has clearly occurred, where a documented service outage materially impacted your use of Elido, or in other exceptional circumstances. Discretionary refunds are not a right and do not establish a precedent for future requests.
Free plans, trials, and one-time charges
Free plans incur no charges and therefore no refunds apply. Free trials, where offered, do not incur charges unless they convert to a paid subscription at the end of the trial; you may cancel before the trial ends to avoid being charged. One-time charges (e.g., add-ons or credits) are refundable only within the EU statutory withdrawal window described above and only where the corresponding service has not yet been used.
Disputes and chargebacks
If you believe a charge is incorrect, please contact [email protected] before initiating a chargeback with your card issuer or bank. We aim to respond within two business days and resolve legitimate disputes promptly. Filing a chargeback without first contacting us may result in suspension of your account pending investigation, and we may dispute the chargeback with evidence of the service provided.
How to request a refund
Send an email to [email protected] from the email address associated with your account, including: (1) the transaction date and amount, (2) the basis on which you are requesting a refund (statutory withdrawal, billing error, etc.), and (3) any supporting context. We respond within five business days.
Contact
Refund and billing questions: [email protected]. Legal inquiries: [email protected]. We list our postal address in the footer of elido.app once it is published under the finalised Elido legal entity.