Eligible cases
- A verified duplicate charge.
- A confirmed payment-processing error.
- A material EldoradoOps service failure that prevented use and could not be resolved within a reasonable support window.
- A refund required by applicable consumer law.
- An exceptional case approved by the platform owner.
Usually not eligible
- Marketplace account suspension or enforcement not caused by an EldoradoOps billing error.
- Changing your mind after subscription access or digital benefits were delivered.
- Failure to maintain a valid Windows device, browser session, internet connection, or supported environment.
- Use that violates the Acceptable Use Policy.
Request process
Submit the workspace, invoice reference, payment ID, reason, and supporting evidence through support. Never send marketplace passwords, raw cookies, or private keys.
Outcome
Approved refunds are recorded against the original payment and subscription. Processing time and network fees depend on the payment method and provider. Final legal wording requires jurisdiction-specific review.