Automatic eligibility
A first refund request is automatically eligible when submitted within 14 days of payment, the requester has not previously received a customer-first automatic refund grant, no fraud indicator exists, and the amount is no more than the paid invoice and USD 1,000 equivalent. A corrective refund automatically issued to unwind an unwanted duplicate subscription neither counts as nor consumes that customer-first grant.
Service incidents
A paid period may receive a policy-limited credit when a measured VendorEpoch incident blocks a core subscribed function for at least 24 cumulative hours in a rolling 30-day period and automated recovery cannot restore it.
Processing
Approved refunds are sent to the original payment method through the merchant of record. Provider and bank timelines apply. Card data never enters VendorEpoch.
Exclusions
Usage beyond documented limits, customer misconfiguration, third-party source outages, abusive refund patterns, and requests outside the configured policy may be ineligible except where law requires otherwise.