Refund Policy
You can ask for a full refund of a purchase within 7 days. You do not need to give a reason. A refund is not possible if more than 5% of the credits that came with the purchase have been used.
When we refund
In brief
You can ask for a full refund within 7 days of a purchase. You do not need to give a reason. A refund is not possible if more than 5% of the credits that came with the purchase have been used.
A plan by listings has its own limit instead of credits: a refund is not possible if 20 or more listings have been published with the plan. See Plans by listings.
If you ask within 7 days of a purchase and no more than 5% of the credits that came with it have been used, we refund that purchase in full. You do not need to give a reason. In full means everything you paid for that purchase, including any tax collected on it.
After 7 days, or when more than 5% of the credits that came with the purchase have been used, a purchase cannot be refunded under this policy. Your legal rights are not affected.
This version applies to purchases confirmed on or after October 20, 2026 (UTC). A purchase confirmed before that day keeps a full refund within 14 days, whether or not you used credits.
Four examples
| Case | What happened | Refund under this policy |
|---|---|---|
| Asked in time, little used | You buy a plan with 6,000 credits on Monday, use 120 credits (2%) and write to us on Wednesday. | Yes, in full. The plan and its credits end when we approve it. |
| Asked in time, too much used | You buy a plan with 6,000 credits on Monday, use 450 credits (7.5%) and write to us on Wednesday. | No. The limit is 300 credits (5%), and more than that has been used. |
| Asked on the last day | You buy a plan on the 3rd at 14:30 UTC, use less than 5% of its credits, and your request reaches us at 23:00 UTC on the 10th. | Yes, in full. The last day runs until 23:59 UTC. |
| Asked too late | You buy a plan on Monday and write to us on the Tuesday of the second week, more than 7 days later. | No. The request came after the 7 days ended, whatever you used. |
How the 7 days are counted
In brief
The clock starts when your payment is confirmed. A request counts when it reaches support@elmstool.com, becomes a support ticket or is sent through the help link on your payment receipt.
- Purchase date
- The moment your payment was confirmed. We read it in UTC, the same way as on your invoice.
- 7 days
- The day of the purchase and the 7 days after it, in UTC. A request counts until 23:59 UTC on the 7th day after the purchase.
- A request counts
- When it reaches support@elmstool.com, when it is created as a support ticket, or when you send it through the help link on your payment receipt (it counts from the day you sent it).
So for a payment confirmed at 14:30 UTC on the 3rd, a request that reaches us by 23:59 UTC on the 10th counts.
If you are not sure whether a purchase still qualifies, write to us before the 7 days end.
Send your request to support@elmstool.com or open a ticket in Support. A request sent to another ELMS address counts from the time it reaches support@elmstool.com or becomes a ticket. Our records of that time decide.
For a plan, your invoice shows the purchase date in UTC. We e-mail it after the payment, and you can download it again from Purchase history on the Buy Credits page (the Plans page, for a plan by listings). The invoice shows the day only. Purchase history shows the date and time in your own time zone. For a listing pack, the date is in Purchase history. For the exact moment of a purchase, ask support@elmstool.com.
Credits you have used
In brief
A refund is possible only if no more than 5% of the credits that came with the purchase have been used. When a refund is approved, the credits from that purchase end.
To check this, we count the credits spent from your account since the purchase you ask about, and compare them with the credits that purchase gave. If more than 5% of them have been used, the purchase cannot be refunded. If 5% or less have been used, it can. For example, if a purchase gave 6,000 credits, the limit is 300 credits.
Every use counts: credits used by you, by a person on your team and by an automatic feature such as stock and price monitoring. Credits that were charged and then returned because an action failed are not counted as used. Credits spent up to the moment your request reaches us count; credits spent after that do not.
When we approve the refund, the credits from that purchase end, the used ones and the unused ones. Credits you had before the purchase, and free credits, are not affected.
Credits that were charged and then returned because an action failed are not a refund of money. See Failed actions.
Failed actions
In brief
If an action fails, its credits are returned to your balance automatically. You do not need to ask.
When an action does not complete, the credits it was charged are returned to your balance automatically, normally within moments. If you think a credit is missing, write to support@elmstool.com or open a ticket in Support, and we restore it.
Returned credits are not a refund of money. They go back into your balance.
Plans, listing packs and one-off services
The same 7-day rule applies to every kind of purchase. Each purchase has its own date and is counted on its own.
Plans and credits
A plan is paid for one term, and the credits that come with it are valid until the term ends. If you ask within 7 days of the purchase and have used no more than 5% of those credits, the plan is refunded in full.
Plans by listings
A plan by listings gives you a number of live listings, new drafts every month and price and stock monitoring, instead of credits. It is paid for one month or one year. The same 7 days apply, counted as explained above. The limit is not about credits: if you ask within 7 days of the purchase and fewer than 20 listings have been published with the plan since your payment was confirmed, the plan is refunded in full.
Every listing you published after the purchase counts, also one you removed later. Drafts, and listings that failed to publish, do not count. If 20 or more listings have been published with the plan, it cannot be refunded under this policy. Your legal rights are not affected.
When we approve the refund, the term this purchase bought ends. If it was the only term, the plan ends and its limits stop. Your listings on eBay, your drafts and your orders are not touched, and the credits you had before are not affected. This rule applies to every plan by listings, from the first one sold.
Listing packs
A listing pack is delivered to your account as soon as the payment is confirmed. You can ask for a refund within 7 days, as long as you have published no more than 5% of the listings that came with it. When we approve it, we may remove the drafts that were delivered with that pack from your account.
One-off services
You can ask for a refund of a one-off service within 7 days of the purchase, as long as you have published no more than 5% of the listings that were delivered. When we approve it, we may remove what was delivered from your account.
What is not refundable
These cannot be refunded under this policy:
- A purchase older than 7 days, counted as explained above.
- A purchase where more than 5% of the credits that came with it have been used. For a listing pack or a one-off service: more than 5% of the delivered listings have been published.
- A plan by listings with which 20 or more listings have been published since the purchase.
- Free, welcome, voucher and referral credits. No money was paid for them.
- Part of a purchase. A refund is for the whole purchase, not for some of its credits or days.
How to ask for a refund
- Write to support@elmstool.com from the e-mail address of your ELMS account. You can also open a ticket in Support and choose the Billing topic.
- Say which purchase you mean. Give the invoice number or the date of the purchase. You do not need to give a reason. Do not send passwords or card numbers.
- We check that your request is within the 7 days and that no more than 5% of the credits that came with the purchase have been used (for a plan by listings: that fewer than 20 listings have been published with it). If both are true, we approve it and tell you by e-mail. If not, we tell you why.
- When we process the refund, it goes back to the payment method that was used, where our payment partner allows it. If it cannot go back to that method, our reply tells you what happens next. How long it takes to show on your statement depends on your bank or provider.
If you think a payment is wrong, write to support@elmstool.com before you start a dispute with your bank or card issuer. The Terms explain what can happen to an account while a dispute is open.
After a refund
When we approve a refund:
- the credits, the plan, the term and any extra eBay store allowance that came with that purchase end;
- your account stays open;
- free credits stay, and credits you had before the purchase are not affected;
- a referral reward or affiliate commission that came from the purchase may be cancelled or reversed, as the Affiliate Terms explain.
We refuse a refund only where this policy says so: the request is late, or more than 5% of the credits that came with the purchase have been used (for a plan by listings: 20 or more listings have been published; for a listing pack or a one-off service: more than 5% of the delivered listings have been published). We may also refuse where there is evidence of fraud, for example a stolen payment method, or of refunds being used again and again to get ELMS without paying. A request made in good faith that meets the rules on this page is not refused.
Stopping a renewal
If your payment method renews your plan, you can stop the renewal before the renewal date. Do it from your receipt, or write to support@elmstool.com. Deleting your account does not stop a renewal, so stop it first.
Stopping a renewal does not refund a payment you already made. A refund follows the 7-day and 5% rules on this page, counted from the date of that payment.
Your legal rights
This policy does not limit any right you have by law that cannot be limited by contract. If you are a consumer, those rights may include a right to cancel within a statutory period and a remedy if the service is not as described. The 7 days and the 5% limit in this policy are what we offer by contract. Nothing here is meant to remove your legal rights. To use them, write to support@elmstool.com.
Contact
- Refunds, invoices, payments and anything else
- support@elmstool.com
This Refund Policy is part of the Terms of Service, and words such as credits, plan and term have the meaning they have there. See also the credits and plans section of the Terms of Service and the current plans.