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EMBER by Andromeda
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Refund Policy

Last Updated: 2026-07-01

1. Refund Window

30 days from the date of any payment.

2. Grounds for Refund

You may request a refund within 30 days if:

  1. Service Not as Described — The delivered service materially differs from what was described at signup (e.g., promised deliverables not provided).
  2. Technical Failure Preventing Use — A platform outage or infrastructure failure on EMBER's side prevents service delivery for more than 7 consecutive days, and EMBER fails to remedy within 5 business days of notice.

3. Non-Refundable Items

The following are not eligible for refund:

  • Change of mind — You decided not to continue, but the service was delivered as described
  • Partial use — You received any portion of the monthly service (audit, setup, first month's work)
  • Onboarding setup fees — Once work has commenced (credentials provided, agents deployed)
  • Client delay — You failed to provide credentials within 48 hours, causing timeline shifts
  • Platform policy changes — Google, Meta, WhatsApp, or Flutterwave changes affecting service scope
  • Force majeure — Events beyond EMBER's control (natural disasters, war, government action)

4. How to Request a Refund

  1. Email billing@ember-revival.com within 30 days of the payment date
  2. Include: restaurant name, operator name, payment date, amount, specific reason, supporting evidence
  3. We acknowledge within 2 business days
  4. Decision within 10 business days
  5. Approved refunds processed to original payment method within 14 business days

5. Flutterwave Payments

Where Flutterwave's own refund policy conflicts with this policy, Flutterwave's policy governs for the payment processing portion only. EMBER's service refund terms remain as stated above.

6. Service Credits

At EMBER's discretion, we may offer a service credit (free month or partial credit) instead of a cash refund where the issue is remediable and you wish to continue. This does not waive your right to a refund under Section 2.

7. Disputed Charges / Chargebacks

If you initiate a chargeback without first requesting a refund under this policy: we will contest with full documentation; service suspended pending resolution; if chargeback decided in EMBER's favor, outstanding fees become immediately due.

8. Contact

EMBER Billing Email: billing@ember-revival.com