Refund & Cancellation Policy

1. Overview

Echo sells subscriptions and credit packs through Dodo Payments, which acts as the merchant of record for Echo’s billing. Echo records every purchase, and grants and spends credits against it. This policy covers cancellations, renewals, refunds, credit balances and charge handling.

It applies to paid plans (Echo Infra, Standard and Premium), credit top-ups, and any custom Enterprise agreement. The Free plan is not billed and is not covered by this policy.

2. How billing works

• Checkout — you buy on a hosted checkout page operated by Dodo Payments. Echo never sees or stores your card details.
• Subscriptions — billed monthly or annually, depending on the interval you choose. The subscription belongs to the workspace you purchase it for, and its credits are granted to that workspace.
• Credits — a paid subscription grants a monthly credit allowance. Credit packs can also be bought as one-off top-ups. Credits are spent as Echo runs builds for you.
• Confirmation — Echo confirms a purchase from a signed event sent by Dodo Payments, not from a browser redirect. If a payment does not complete, no credits are granted and you are not charged.
• Transparency — every purchase, grant, spend and reversal is recorded in your workspace credit ledger, and your current balance is shown in Settings → Billing.

3. Cancelling a subscription

You can cancel a paid subscription yourself at any time:

1. Open Settings → Billing in Echo and choose the workspace the subscription belongs to.
2. Select Manage subscription. This opens your billing portal, hosted by Dodo Payments.
3. Cancel the subscription and confirm. The portal also lets you update your payment method and review your payment history.

Echo receives a signed cancellation event from Dodo Payments and updates the subscription status and renewal date shown in Settings → Billing. Your access to managed credits and Echo-managed compute follows the subscription status recorded by the payment processor.

If the subscription is cancelled for any reason, please also tell us at founder@echoagent.space so we can close out anything we should tidy up on our side.

4. Renewals

• Automatic renewal — subscriptions renew automatically on the interval you selected (monthly or annual) until you cancel them in the billing portal.
• Renewal date — the next renewal date is shown in Settings → Billing.
• Credits on renewal — each renewal grants the subscription’s credit allowance again to the workspace.
• Where prices are shown — the price of every plan and credit pack is published on the pricing page and, for your own plan, in Settings → Billing.
• Failed renewal — if a renewal payment fails, no credits are granted for that period. Your payment method can be updated in the billing portal.

5. Refund eligibility and how to request a refund

Echo does not currently publish a fixed, automatic refund window. Refund requests are reviewed individually by the Echo team, and every decision is confirmed with you in writing before it is actioned.

A request is generally considered where:

• the charge is duplicated — you were charged twice for the same purchase;
• the charge is erroneous — you were charged for a plan, pack or amount you did not intend to buy;
• Echo failed to deliver the service you paid for — for example a technical failure that Echo could not resolve;
• the law requires it — including the consumer rights that apply where you live.

Requests for work that has already been delivered and consumed with Echo credits are reviewed case by case, and are not automatically granted.

How to request a refund

1. Email founder@echoagent.space with the subject line “Echo refund request”.
2. Include the email address used at checkout, the workspace name, the amount and date of the charge, and the reason for the request.
3. Echo reviews the request against the payment record and replies with a decision and, where a refund is approved, confirmation of the amount and the payment method it will be returned to.
4. Approved refunds are issued by Dodo Payments to the original payment method. Echo then reverses the credits that the refunded payment granted.

6. Purchased and consumed credits

• Credits are a usage unit, not money — they have no cash value and cannot be sold, transferred, redeemed for cash or converted back into a payment.
• Unused balances stay in the workspace — credits that have been granted but not spent remain on the workspace balance.
• Consumed credits — once credits have been spent on builds, they are work that has been performed. A refund of the underlying payment reverses the credits that payment granted, proportionally to the amount refunded, and the remaining balance is reduced accordingly.
• Negative balances — if a refund is issued after those credits have already been spent, the workspace balance can go negative. While it is negative, new billable work is blocked until the balance covers the cost again. The reduced balance is shown in Settings → Billing.
• Ledger — every grant, spend, reservation and reversal is recorded in your workspace credit ledger.

7. Top-ups

• One-off purchases — credit packs are one-time payments, not subscriptions. They are not renewed and nothing is charged again unless you buy another pack.
• No expiry — purchased top-up credits do not expire and stay on the workspace balance until they are used.
• Same refund rules — top-ups follow the refund request process in section 5, and a refund reverses the credits that the refunded top-up granted.

8. Failed, declined and duplicate charges

• Failed or declined payments — no credits are granted when a payment fails or is declined, and the purchase is recorded as failed. You can retry with another payment method in the billing portal.
• Duplicate charges — Echo’s billing system records each payment once, so a replayed or duplicated provider event cannot grant credits twice. If you are nevertheless charged twice for the same purchase, contact us with both transaction references and we will have the duplicate refunded by the payment processor.
• Charges you do not recognise — contact us first. Echo can match a charge against your purchase record before any refund is considered.

9. Payment-provider responsibilities and disputes

• Merchant of record — Dodo Payments processes Echo payments, issues refunds and handles chargebacks. Echo reviews and approves refund requests, then instructs the processor.
• Taxes — applicable tax is calculated and applied by the payment processor at checkout, and the receipt you receive comes from the processor.
• Disputes — if you raise a dispute with your bank or card issuer, the processor manages it under its own rules and timelines. If a dispute is lost, Echo reverses the credits that the disputed payment granted, in the same way as a refund.
• Provider outages — a delayed payment confirmation or a delayed cancellation can leave your subscription status briefly out of date. Echo reconciles its records from the processor’s records rather than from the browser, so nothing is lost.

10. Changes to this policy

We update this policy when Echo’s billing behaviour changes and revise the date at the top of the page. Where a change affects a plan you have already bought, we will tell you before it takes effect.

11. Contact information

Refund requests, billing questions and cancellation help all go to the same place:

• Email — founder@echoagent.space
• X (Twitter) — https://x.com/EchoBuildNivo

Signed-in users can also reach the team from the support chat inside Echo when it is enabled. See the Contact & Support page for the full list of ways to get in touch.