1. 14-Day Evaluation Pass Refund
The USD 9.90 EPM Vitals Evaluation Pass is refundable within 14 days if the product is not useful for your individual evaluation.
You do not need to prove a product defect. If EPM Vitals is not useful for your individual evaluation, email us within the 14-day period and we will process the refund.
If you upgrade from the Evaluation Pass to the annual individual license, the USD 9.90 Evaluation Pass is credited toward the USD 199 annual individual license.
The Evaluation Pass is for one named practitioner only. It does not cover production use, team deployment, partner delivery rollout, client-side company rollout, redistribution, OEM, white-label, or client-facing usage.
Refund request email:
support@epmvitals.comPlease include:
- purchaser name;
- purchaser email;
- order or invoice reference, if available;
- activation email or license reference, if available;
- a short note that you are requesting the 14-day Evaluation Pass refund.
The 14-day Evaluation Pass refund is intended to make individual evaluation low-friction. It is not an open-ended evaluation, team evaluation, redistribution right, or permission to continue using EPM Vitals after the refund is issued.
2. When The 14-Day Period Starts
For an Evaluation Pass, the 14-day period starts on the earlier practical date when you can reasonably begin using the product:
- the date the activation code or license delivery instructions are sent to you; or
- the date your first activation is completed, if activation is delayed by Provider.
If activation fails because of a product or license delivery issue that Provider cannot reasonably resolve, see the activation failure section below.
3. What The 14-Day Refund Covers
The 14-day Evaluation Pass refund covers the USD 9.90 Evaluation Pass paid for one named practitioner.
Unless a separate written agreement says otherwise, it does not cover:
- paid pilots;
- annual individual licenses after upgrade and use of the Evaluation Pass;
- non-bug technical support;
- custom data adaptation;
- training;
- consulting;
- implementation support;
- custom development;
- partner, team, client-side company, OEM, white-label, or redistribution agreements.
If a user upgrades after completing or using the Evaluation Pass, the annual license is generally not positioned as a second open evaluation window. Duplicate payment, activation failure, or product delivery failure cases are handled separately and fairly.
4. After A Refund Is Issued
After a refund is issued, you must stop using EPM Vitals under the refunded license.
You should delete or stop using the refunded activation code and any local license file associated with that purchase. You may keep Outputs you already generated only to the extent allowed by your own obligations and by any applicable written agreement.
Provider may reject a future refund request if the refund policy is abused, if the same purchaser repeatedly buys and refunds, or if the request is connected with unauthorized use, redistribution, license sharing, or breach of the Terms of Service.
5. Duplicate Payment Or Billing Error
If you were charged twice by mistake, paid the wrong amount, or believe there was a billing error, contact us with the order details.
Confirmed duplicate payments or billing errors will be corrected even if the 14-day Evaluation Pass refund window has passed.
6. Activation Failure Or Non-Delivery
If you paid for an eligible license but did not receive activation instructions, or if activation fails because of an issue Provider cannot reasonably resolve, you may request a refund or replacement activation support.
Activation failure refunds are not intended to cover situations where:
- the product is used outside the License Scope;
- the user attempts to bypass activation;
- the machine or environment blocks normal local use in a way outside Provider control;
- the license is shared, modified, or tampered with;
- the issue is caused by unsupported redistribution or unauthorized deployment.
7. Paid Pilots
Paid pilots are scoped proof engagements. Refunds for paid pilots are governed by the pilot scope, proposal, invoice, or written agreement.
Unless the pilot agreement says otherwise, completed pilot work is not refundable simply because the buyer later decides not to purchase an annual license.
8. Non-Bug Technical Support And Custom Work
Non-bug technical support, training, custom adaptation, environment assistance, configuration advice, and custom development are not refundable once delivered, unless a separate written agreement says otherwise.
Verified product bugs are handled as product support issues and do not automatically create a refund right outside this policy.
9. Refund Method And Timing
Approved refunds are normally returned through the original payment method when possible.
Refund timing depends on the payment processor, bank, and payment method. We will confirm when the refund has been initiated.
Payment processor fees, bank fees, taxes, currency conversion charges, or third-party charges may be handled differently depending on the payment provider and applicable law.
10. Relationship To Other Terms
This Refund Policy works together with the EPM Vitals Terms of Service and any applicable order, invoice, pilot scope, or written commercial agreement.
If a signed agreement gives a different refund rule for a specific customer, the signed agreement controls for that customer.
11. Contact
For refund requests, contact:
support@epmvitals.com