Refunds, complaints and security.

How you are charged

Eric runs on credits. A credit is a unit of work: answering your questions and spotting findings cost nothing, while looking into a finding, putting a fix or a test live on your page, and two optional extras cost credits. What each piece of work costs is shown under Credits and budget when you are signed in, and Eric tells you before he starts. Your price is a custom quote from the team: see our pricing page. Credits are a billing measure, not money — they have no cash value outside the product, cannot be transferred or sold, and cannot be exchanged for cash.

There are up to five kinds of credit in your balance, and they are spent in this order:

• Free daily allowance — refreshed every day, does not roll over, and pays towards looking into findings.
• Free credit — the credits every new account starts with, and any credit the Meet Eric team adds. Free, no cash value.
• Referral credit — earned when someone you referred gets going. Free, time-limited, no cash value.
• Managed plan credit — only on a Managed plan: the credits included with each paid month. Unused included credit expires at the end of that month.
• Paid credit — bought in a credit pack. This, and a Managed plan’s monthly fee, are the only things you have paid for, and the only things a refund can apply to.

Paid credit does not expire while your account is open. Free credit is promotional and never refundable; if any of it has an expiry date, the date is shown next to it.

Buying credits

You buy credits in packs, whenever you need more. Packs are never bought automatically and never renew: you are charged only when you choose a pack and pay for it. The one exception is the Managed plan, a monthly subscription agreed with us separately, which renews each month until you cancel it.

If a payment is disputed with your card provider, work that costs credits pauses until the dispute is settled, rather than running up a debt.

Some of what Eric does costs real money the moment it happens — messages through Twilio and WhatsApp, research, and AI work. That spend is gone once the work runs, which is why used credits cannot come back.

Cancelling

Stop any time by deleting your account in the product (Your account, then Delete your account), or email support@everconvert.ai. With credit packs there is nothing to switch off: you are charged only when you buy a pack, packs never renew, and there is no notice period or cancellation fee. A Managed plan is cancelled by asking us; it stops renewing from the next month. Paid credit you already hold stays usable while your account is open.

If you close the account entirely, any remaining balance is forfeited rather than refunded, which is how unused prepaid balances work with usage-based providers generally (Twilio works the same way). Before you confirm, the product shows how many paid credits would be forfeited. Ask for a refund before you close, not after — see below.

The 14-day right, if you are a consumer

If you bought as an individual rather than for a business, the Consumer Contracts Regulations 2013 give you 14 days from purchase to change your mind. Tell us within that window and we refund the credits you have not used, in full.

Because credits are consumed the moment Eric does the work, we may keep a proportionate amount for what you actually used in that period — the law allows this where you asked us to start straight away. We will always show you the calculation: credits bought, credits spent, amount returned. If you have used nothing, you get everything back.

If you bought as a business

The 14-day right does not apply to business purchases. Our own policy does: unused credits from a purchase made in the last 30 days are refundable on request. Used credits are not, because the work has already been done and paid for downstream.

Separately, if Eric has not worked as described, or we have broken something or been down in a way that cost you, tell us within 30 days and we refund what you paid for the affected work — including credits spent on work that failed because of us. Those failed-work credits are usually returned to your balance the same day.

If the service is not up to standard

Under the Consumer Rights Act 2015 a digital service must be provided with reasonable care and skill, match its description, and be fit for purpose. If it is not, you are entitled to a repeat performance or a price reduction. We would rather fix it, quickly, and we will tell you which one we are doing. Where a task fails or returns nothing usable through our fault, we put the credits back.

What we do not refund is a suggestion that did not make you money, or credits spent on work you asked for and received. Eric is honest about the evidence behind every recommendation, and the decision to act on it stays yours.

How payments and refunds are handled

Paddle is our reseller and merchant of record. Your card details go to them and never reach us, your invoice comes from them, and refunds go back to the card or account you paid with, usually within 5 to 10 working days. Prices are shown before you agree to them, including any VAT that applies where you are.

Your usage is visible in the product, so you can see where credits went before you ever need this page.

Complaining

1. Email support@everconvert.ai with what went wrong. A person replies within one working day and we aim to resolve it within 14 days.
2. If you are not satisfied, reply asking for it to be escalated to a director of EVERCONVERT.AI LTD, who will respond with a final answer within 30 days.
3. Still unhappy, and a consumer? You can take the dispute to your card provider under chargeback rules, or to the courts. Nothing here removes your statutory rights.
4. A data protection complaint can go straight to the Information Commissioner’s Office at ico.org.uk, though we would like the chance to put it right first.

How your data is protected

• Encrypted in transit (TLS) and at rest.
• Row Level Security is switched on for every table, and the application also checks that you belong to a business before it reads or changes that business’s data.
• Access is least-privilege, tied to a verified identity, and administrative actions are logged.
• Consequential actions in Slack and WhatsApp require a confirmed identity and current membership before Eric will carry them out.
• Personal values in page addresses are redacted before storage, and IP addresses are never stored.
• Secrets and connection tokens are held encrypted; one-off install tokens are destroyed the moment the install ends.
• Automated dependency and security scanning, with findings tracked to closure.

If personal data we hold for you is ever breached, you will hear it from us without undue delay, and within 48 hours of us knowing, with what happened and what we are doing about it.

Who you are dealing with

EVERCONVERT.AI LTD, registered in England and Wales, company number 17009673, incorporated 3 February 2025. Contact support@everconvert.ai.