Refund & Cancellation Policy

1. Overview

We want Empire to work well for customers. If you experience a product or billing problem, contact support@empirekeep.com and we will first try to resolve the issue or provide a practical product solution.

This policy applies to Empire software subscriptions, renewals, one-time software purchases, and add-ons where offered. Any rights that cannot be excluded under applicable law continue to apply.

2. Monthly subscriptions

If you are dissatisfied with an Empire monthly subscription during the first 30 days after the initial purchase, contact us. After we have had a reasonable opportunity to help, you may request a refund of that first monthly subscription charge.

After the initial 30-day period, monthly charges are generally non-refundable except for eligible renewal refunds, material service failures covered below, duplicate charges, or where required by law.

3. Annual subscriptions

If Empire offers an annual subscription, you may request a refund during the first 45 days after the initial annual purchase if you remain dissatisfied after we have had a reasonable opportunity to address the issue.

Approved refunds end the paid annual access associated with that purchase unless we confirm a different arrangement.

4. Material service changes

If material paid functionality becomes unavailable for an extended period and we cannot restore it or provide a reasonable alternative, you may be eligible for a prorated refund or account credit for the unused affected portion of the paid term.

Short maintenance windows, isolated bugs, beta features, third-party outages, and changes that do not materially reduce the purchased product are not normally treated as material service changes.

5. Subscription downgrades

Where an annual downgrade is supported, unused value may be provided as an account credit or other adjustment rather than a cash refund. Any adjustment will be communicated before the downgrade is completed.

A downgrade may reduce access to features, users, storage, integrations, or usage limits when it takes effect.

6. Renewals and cancellation

Recurring subscriptions renew until cancelled where auto-renewal is enabled for the purchased plan.

Cancelling a subscription stops future renewals and normally leaves access active until the end of the current paid term.

7. Renewal refunds

If you intended to cancel but a monthly subscription renewed, you may request a refund within five business days after the renewal charge.

For an annual subscription renewal, you may request a refund within 15 calendar days after the renewal charge.

Requests submitted outside these windows are reviewed under this policy and applicable law but are not automatically eligible for a refund.

8. One-time software purchases

For software access, credits, add-ons, or other digital features sold as a one-time purchase, refund eligibility depends on whether the digital benefit has been activated, consumed, or materially used.

If a one-time digital purchase has not been activated or consumed, contact us within 14 days and we will review the request.

9. Duplicate or incorrect charges

If you believe you were charged more than once for the same purchase or charged an amount different from the amount confirmed at checkout, contact us promptly with the relevant order or payment reference.

Verified duplicate or incorrect charges will be corrected or refunded as appropriate.

10. How to request a refund or cancellation

Email support@empirekeep.com from the email address associated with your Empire account or purchase. Include the relevant plan, order, or invoice reference where available and tell us whether you are requesting cancellation, a refund, or another billing adjustment.

Approved refunds are returned to the original payment method where possible. The time for funds to appear depends on the payment provider, bank, and card issuer.

11. Statutory rights

This policy operates in addition to rights that cannot be excluded under applicable consumer law. Nothing in this policy limits those rights.