Refund & Return Policy

EMS Backend Services LLC

Effective Date: March 1, 2026

This Refund & Return Policy outlines the terms under which payments made to EMS Backend Services LLC (“EMS”, “we”, “our”, or “us”) may or may not be refunded.

Because EMS provides digital software licenses and technical services, different policies apply than those used for physical product purchases.

1. Software Licenses

All purchases of EMS software licenses are considered digital products.

Once the software license has been delivered or access to the software files has been granted, the purchase is considered final and non-refundable.

This policy applies to:

• EMS Fulfillment Hub licenses
• EMS Partner Connect licenses
• any related EMS software modules or add-ons

Due to the nature of digital software distribution, EMS does not offer refunds once software access has been provided.

2. Managed Service Plans

Managed service plans include hosting infrastructure, technical setup, system monitoring, and platform support.

Payments for managed services are non-refundable, including:

• monthly service fees
• setup or onboarding fees
• configuration fees

If a client chooses to discontinue managed services, the service will remain active through the end of the current billing period unless terminated earlier due to non-payment.

3. Early Cancellation

Clients may cancel their managed service subscription at any time.

However:

• no refunds will be issued for unused time remaining in a billing cycle
• services remain active until the end of the paid period unless terminated earlier for non-payment

4. Termination for Non-Payment

Failure to pay required service fees may result in suspension or termination of services as described in the EMS Terms of Service.

If managed services are terminated due to non-payment:

• no refunds will be issued
• a compressed backup of the website files and database may be provided upon request

EMS is not responsible for migrating the backup to a new hosting environment.

5. Software License Transfers

If a client chooses to move from a Managed service environment to a Self-Managed environment, the appropriate Self-Managed software license must be purchased.

Managed service fees previously paid do not apply toward Self-Managed licensing fees.

6. Billing Disputes

If you believe you have been billed in error, you must notify EMS Backend Services within 10 days of the invoice date.

We will review billing concerns promptly and work in good faith to resolve legitimate billing issues.

7. Exceptions

Refunds may only be issued in the event of a verifiable duplicate charge or billing error caused by EMS Backend Services.

All refund determinations are made at the sole discretion of EMS.

8. Contact Information

If you have questions about this Refund & Return Policy, please contact:

EMS Backend Services LLC
Brewer, Maine, USA

Email: info@emsbsllc.com
Phone: (207) 922-2946