Return Policy

Given the nature of business-to-business (B2B) software, which often involves complex implementations, integrations, and customized configurations, our return policy is designed to address specific scenarios rather than offering a general right of return. We strongly encourage you to thoroughly evaluate our software through available trials, demos, and detailed product documentation before making a purchase.

1. No General Right of Return:

Generally, we do not offer refunds or accept returns for purchased software licenses or subscriptions once access has been granted or the software has been downloaded. This is due to the intangible nature of software and the potential for its use once accessed.

2. Exceptions and Specific Scenarios for Consideration:

In certain limited circumstances, we may consider a refund or cancellation request. These scenarios include:

• Significant Defects or Non-Functionality: If the software exhibits significant and reproducible defects that materially impair its functionality as described in our official documentation and our support team is unable to resolve the issue within a reasonable timeframe.

  • Conditions: You must notify us in writing within 30 days of the purchase date, providing detailed information and evidence of the defect. You must also cooperate with our support team to diagnose and attempt to resolve the issue.

• Misrepresentation of Functionality: If the software demonstrably fails to perform essential functions as explicitly advertised in our official marketing materials and documentation at the time of purchase.

  • Conditions: You must notify us in writing within 30 days of the purchase date, clearly outlining the discrepancy between the advertised functionality and the actual performance.

• Accidental Duplicate Purchase: If you can provide verifiable proof of an accidental duplicate purchase of the same software license or subscription within a short timeframe.

  • Conditions: You must notify us in writing within 7 days of the duplicate purchase.

3. Conditions for Refund or Cancellation:

If your situation falls under one of the exceptions mentioned above, the following conditions may apply:

• You must cease all use of the software immediately upon requesting a refund or cancellation.

• For on-premise software, you may be required to uninstall and remove all copies of the software from your systems and provide confirmation of such.

• For cloud-based software (SaaS), we will revoke your access to the platform.

• The refund amount, if approved, will be for the software license or subscription fee only and will not include any fees for implementation, customization, training, or other services.

• Refunds will be credited using the original method of payment within 14 days of approval.

4. Subscription Cancellation (for SaaS Products):

For subscription-based software, you may typically cancel your subscription at any time. However, unless otherwise stated in your specific agreement, cancellation will take effect at the end of your current billing cycle, and you will not receive a refund for any unused portion of the subscription.  

5. Exclusions:

We will not provide refunds or accept returns in the following circumstances:

• Change of business needs or requirements after purchase.

• Incompatibility with your existing hardware or software systems if these requirements were clearly stated in our documentation prior to purchase.

• Failure to properly implement or use the software due to lack of training or understanding, where adequate training resources were made available.

• Requests made outside the specified timeframes mentioned in this policy.

• If the software has been significantly used or integrated into your business operations beyond a reasonable evaluation period.

6. Process for Requesting a Refund or Cancellation:

To request a refund or cancellation under the conditions outlined above, you must:

• Contact our support team in writing via email at support@encapz.com

• Clearly state the reason for your request and provide all relevant information and supporting documentation.

• Include your order number, purchase date, and the name of the software product.

7. Our Right to Refuse:

We reserve the right to refuse a refund or cancellation request if we determine that the conditions outlined in this policy have not been met, or if there is evidence of misuse or violation of our terms of service.

8. Evaluation Period and Demonstrations:

We strongly encourage you to take advantage of any available trial periods, product demonstrations, or detailed product documentation to ensure the software meets your specific business needs before making a purchase.

Last Updated: April 10, 2025