Purpose of this Policy

This Refund Policy explains, in plain English:

1. Which Eastern OS purchases it covers;
2. How payment-provider / merchant-of-record rules interact with refund processing;
3. Situations that may be eligible for a refund after verification;
4. Subscription cancellation, period-end access, and why mid-cycle pro-rata refunds are not offered solely for unused time or unused PASS;
5. Situations that are generally not refundable;
6. How to request a review;
7. Chargebacks and disputes; and
8. How this Policy relates to the Terms of Service, Privacy Policy, Disclaimer, Cookies, and Pricing materials.

Related policies you should also read:

• Terms of Service
• Privacy Policy
• Disclaimer & Sovereignty Architecture
• Cookie & Local Storage Policy / Cookie Settings

Commercial entitlements, illustrative pricing awareness, and account rules are governed by the Terms of Service and live Pricing / checkout materials at the time of purchase. This Refund Policy governs when a payment may be refunded after purchase—not product features, privacy storage architecture, or professional-advice boundaries (see Disclaimer).

By purchasing a PASS, starting a subscription, or otherwise completing checkout for Eastern OS, you acknowledge this Refund Policy together with the then-current Terms. If you do not agree, do not complete the purchase.

1. Scope — purchases this Policy covers

1.1 Covered transactions

This Policy applies to payments made for Eastern OS (easternos.com) commercial offerings as actually presented at checkout, including:

Always confirm live prices, taxes, currency presentation, promotions, and entitlements on Pricing / at checkout. Figures above are illustrative launch packaging only—not a permanent price schedule. The amount shown for your transaction at checkout and on your receipt controls for that purchase.

1.2 What 1 PASS unlocks (context only)

1 PASS is intended to unlock, as a bundled entitlement provided together:

1. A multi-turn decision dialogue;
2. Main path + backup framing;
3. A report (structured written deliverable); and
4. 30-day daily same-line reminders associated with that line of work.

Exact packaging is defined by the Terms and live Pricing at purchase. This Refund Policy does not redefine the entitlement.

1.3 Spend order (brief cross-ref)

Where multiple PASS balance types exist (for example, carryover, subscription allotment, and separately purchased / flex PASS), product spend order follows then-current Pricing / FAQ / in-product ledger rules. Launch posture is carryover → subscription → purchased / flex PASS, unless a then-current UI / ledger rule expressly states otherwise. Confirm live ledger behavior in-product. This Policy does not establish a separate spend-order rule for refund eligibility beyond verifying whether a PASS was consumed / initialized.

1.4 What this Policy does not cover

This Policy does not:

• Promise professional, medical, legal, financial, or fortune-telling outcomes;
• Treat dislike of AI framing, tone, or reflective usefulness as a technical delivery failure;
• Restore browser-local chat history lost to cache clear, Incognito, device switch, or similar local events; or
• Override mandatory consumer rights that cannot be waived under applicable law.

Eastern OS is an 18+ product. See the Terms and Disclaimer.

2. Payment provider / merchant-of-record rules

2.1 Who processes payments

Payments are processed through the payment processor and/or merchant-of-record (MoR) stack actually integrated at launch (secure hosted checkout or equivalent).

The exact name shown at live checkout and on your bank / wallet statement or receipt controls for that transaction. Do not rely on marketing copy or third-party descriptions that conflict with your receipt.

2.2 Provider rules govern processing mechanics

Where this Policy and the Terms allow a refund (or where the provider independently requires one):

• Processing timing, refund method, any provider windows, and any provider fees follow the payment provider’s / merchant-of-record’s then-current rules as actually integrated at launch;
• Refunds are typically returned to the original payment method, subject to provider and banking rails;
• Eastern OS does not claim a universal one-click refund button unless that feature is actually shipped and shown at checkout for your transaction.

Eastern OS support reviews eligibility under this Policy; the provider then executes (or declines) the monetary movement under its own rules and timelines.

2.3 Card / wallet data

Eastern OS does not intend to store raw full card Primary Account Numbers on its own servers. Card / wallet handling is performed by the processor / MoR under their terms and privacy policies. See the Privacy Policy for billing-metadata handling.

3. Eligible refund situations (verification required)

Refunds are not automatic. Eligibility requires a support review and, where relevant, technical verification against account / billing / fulfillment records. Submitting a request does not guarantee approval.

3.1 Verified technical / fulfillment failure

You may be eligible for a refund (full or partial as appropriate to the charge) if we verify that:

• You were charged, but the corresponding PASS entitlement was never issued to your account ledger; or
• A catastrophic pipeline failure on our side (or our generation infrastructure) prevented any dialogue delivery for a PASS that was properly spent / initialized, such that the bundled entitlement could not be fulfilled in any usable form.

Ordinary slowdowns, temporary third-party outages that later resolve, user network issues, unsupported browsers, or incomplete user inputs do not automatically qualify. We will assess good-faith technical evidence.

Request window: Unless a longer window is required by applicable law or by the payment provider’s then-current rules, please submit technical-failure claims within seven (7) days of the charge or of the failed fulfillment event (whichever is later and reasonably knowable to you).

3.2 Duplicate identical charges

If our payment infrastructure registers duplicate identical charges for a single intended purchase action (same offering, same intended transaction), we will reverse the extra identical charge(s) after verification. Keep both receipt references so we can match them.

3.3 Unused Buy Pass (one-time) — anytime while unused

For a one-time Buy Pass purchase only:

A one-time Buy Pass remains valid until used (permanent until consumed under ledger rules). It is not subject to a short expiry window merely because time has passed since purchase.

If the one-time Buy Pass remains entirely unused—meaning the associated decision dialogue was never started / initialized and the PASS was never consumed on the ledger—you may request a refund at any time while it remains unused. There is no twenty-four (24) hour (or other short-cap) request deadline for this unused one-time Buy Pass path.

Once dialogue has commenced, generation has begun, or the PASS has been marked consumed under ledger rules, this unused-Buy-Pass refund path no longer applies. Change of mind or subjective dissatisfaction after consumption remains non-refundable except as §3.1 (verified technical failure), §3.2 (duplicate charges), or §3.4 (mandatory law / provider-required remedies) separately allow.

This anytime-while-unused path applies only to one-time Buy Pass purchases. It does not convert a monthly subscription allotment into a permanent one-time refundable credit, and does not create a mid-cycle pro-rata refund for subscription fees or unused subscription PASS (see §4).

3.4 Mandatory law / provider-required remedies

Nothing in this Policy limits non-waivable consumer or statutory rights that apply to you, or refunds that the payment provider / MoR is required to process under its then-current rules or applicable card-network / wallet policies. Where such a right applies, we will handle the request consistently with that obligation.

3.5 Verification

We may request:

• Receipt / transaction / confirmation reference as shown on your checkout receipt;
• Account email or other account identifiers;
• Description of the failure;
• Screenshots, error messages, timestamps, and browser / device context.

Fraudulent or materially incomplete requests may be denied.

4. Subscriptions — cancel anytime; no mid-cycle pro-rata solely for unused time

4.1 Cancel anytime

You may cancel automatic renewal at any time via the secure self-service billing / customer portal provided at purchase, or by contacting support@easternos.com.

4.2 Access through the end of the paid period

Upon cancellation:

• You retain access to PASS already allotted for the current paid billing period through the end of that period, subject to Terms and ledger rules;
• Cancellation stops future renewals; it does not, by itself, erase already allotted current-period PASS before period end.

4.3 Unused current-period PASS expire at period end

Unused PASS from the current paid billing period expire when that period ends. They do not become permanent one-time credits solely because you cancelled. Align this commercial rule with live Pricing / FAQ and the Terms.

4.4 No mid-cycle pro-rata refund solely for cancel / unused time / unused PASS

No mid-cycle partial pro-rata refund of subscription fees is authorized solely because you cancelled mid-period, did not use all PASS, or have unused time remaining in the paid period—except as this Policy separately allows (for example, verified technical delivery failure or duplicate charge) or as mandatory law / provider rules require.

5. Non-refundable scenarios

The following are generally not eligible for a refund under this Policy (subject to mandatory law and §3):

6. How to request a refund review

6.1 Contact support first

Email support@easternos.com (preferred for refunds and billing operations).

You may also use the contact hub. For privacy / data requests use privacy@easternos.com; for legal correspondence use legal@easternos.com.

6.2 What to include

Please include:

1. Receipt / transaction / confirmation reference as shown on your checkout receipt or payment confirmation;
2. The email / account associated with the purchase (if any);
3. Whether the purchase was a Buy Pass or a subscription charge;
4. A clear description of the issue (technical failure, duplicate charge, unused one-time Buy Pass still unused on the ledger, etc.);
5. Relevant screenshots, error messages, and approximate date/time (with timezone if known).

6.3 Processing targets

• We aim to decide valid, complete requests within approximately two (2) business days after receiving the information needed for verification;
• If approved, the monetary refund is executed through the payment provider / MoR under provider timelines, which may take additional banking or wallet processing days beyond our decision;
• We do not promise or guarantee a fixed bank clearing SLA beyond those provider timelines.

Incomplete requests may be delayed until you provide missing references.

6.4 Windows summary

7. Chargebacks and disputes

7.1 Contact support before a chargeback

If you experience a billing or fulfillment problem, please contact support@easternos.com before filing a bank, card, or wallet dispute / chargeback. Most verified structural issues can be resolved faster through support than through an external dispute.

7.2 Unnotified chargebacks after delivery

If you initiate a chargeback or payment dispute without first contacting support, for a transaction where entitlements were issued and/or delivered in accordance with the Terms:

• Resolution may be delayed while we gather fulfillment records for the provider / network;
• Where we reasonably determine the dispute constitutes fraud or abuse (including “friendly fraud” after clear delivery), we may suspend the related account and/or void related unused entitlements, consistent with the Terms and provider rules.

This is a conservative fraud/abuse response—not a theatrical permanent device blacklist. We cooperate with payment providers and networks as appropriate. Nothing here limits your non-waivable dispute rights under applicable law or card-network rules; it describes our account and entitlement response when abuse is reasonably indicated.

8. Changes to this Policy

We may update this Refund Policy from time to time to reflect product, pricing, payment-stack, or legal changes. The “Last updated” date at the top will change when we do.

Material changes will be communicated by updating this page and, where appropriate, by notice through the Service, email, or checkout acknowledgment. For a given completed purchase, the Refund Policy (together with checkout terms and provider rules) as applicable at the time of that purchase—plus any mandatory later consumer protections—governs that transaction, unless a newer Policy expressly states otherwise with your assent where required.

If you do not agree to a material update, stop using the Service and cancel future renewals; updates do not automatically rewrite closed historical transactions except as law requires.

9. Contact

10. Relationship to other policies

If a commercial refund rule here conflicts with Marketing copy, this Refund Policy, the Terms, and checkout / receipt control for the specific purchase—subject to mandatory law and provider rules. If a technical privacy detail here conflicts with the Privacy Policy, prefer the Privacy Policy for storage facts.

11. Acknowledgment

By completing a purchase or using paid Eastern OS entitlements, you acknowledge that you have read and understood this Refund Policy, including that:

• Eastern OS is a unified multi-turn decision dialogue product; 1 PASS unlocks dialogue → main path + backup + report → 30-day same-line reminders provided together;
• Illustrative launch packaging (~USD $19.99 / 1 PASS; ~USD $59.99/mo · 5 PASS; new-user first month +2 when active) is not a permanent price list—checkout and your receipt control;
• Refunds follow this Policy and the payment provider’s / MoR’s then-current rules as shown at checkout and on your receipt—not a promised one-click refund unless actually shipped;
• Cancel anytime; unused current-period PASS expire when that period ends; no mid-cycle pro-rata solely for unused time / unused PASS;
• Unused one-time Buy Pass (never started / never consumed) may be refundable at any time while unused (valid until used); technical-failure claims should be requested within 7 days (subject to law / provider rules);
• Subjective AI dissatisfaction, change of mind after PASS spent, and local data loss are generally not refundable by themselves;
• Chat / deliverables are browser-local; account = PASS + billing, not chat sync; receipt email ≠ chat backup;
• You are 18+; and
• You should contact support@easternos.com before filing a chargeback.