Refund Policy

Ever Traduora — traduora.co

Version 1.0.0 · In force from 2026-10-04

This policy explains what happens to your money. When we refund it, when we do not, how a cancellation affects a term you have already paid for, and what statutory rights you have that no policy of ours can touch.

It is published by Ever Technologies LTD, a company registered in Bulgaria under company number 204599535, with its registered office at Mladost 2, bl. 211, ent. A, Sofia 1799, Bulgaria ("we", "us", "our"). Ever Technologies LTD is the party you contract with and the party that takes your payment.

What this policy covers

This policy applies to the fees you pay us for Ever Traduora — subscriptions, one-off purchases, seats, add-ons and usage charges billed through your account with us.

It forms part of our Terms of Service and should be read with them. The Terms set out the contract; this policy is the detail on refunds, cancellation and billing disputes. Where the two describe the same thing, they are meant to say the same thing — if you ever find that they do not, write to legal@ever.co and we will fix the document rather than argue about it.

What it does not cover

Free plans. If you pay us nothing, there is nothing to refund. What you get on a free, trial or pre-release plan is described in our Terms of Service, and it comes with a much weaker set of promises.
Software you run yourself. Parts of what powers the Service are published as open source. If you run your own copy, you paid us nothing for it and this policy has nothing to say about it. Your rights in the code come from its open-source licence.
Purchases you made from someone else. If you bought access through a reseller, a partner, a cloud marketplace or an app store, your money went to them, not to us. Their refund terms apply and they are the ones who can refund you. We will help you work out who to ask.
What your own customers pay you. If you use the Service to run something of your own, the money your users pay you is between you and them. This policy is not your refund policy.

Two kinds of customer, and the difference matters

Some of what follows depends on which one you are.

You are a consumer if you are an individual buying for purposes wholly or mainly outside your trade, business, craft or profession. Consumers in the EU, the EEA and the UK have a statutory right to withdraw that sits on top of everything else in this policy and cannot be signed away. It has its own section below, and it is the part of this document to read first.
You are a business customer if you are buying for your organisation or for your own trade or profession — including as a sole trader in most cases. The statutory withdrawal right does not apply to you. Our voluntary guarantee still does.

Nothing in this policy reduces a right the law gives you and does not let you give up. Where a clause here would conflict with such a right, the right wins and the rest of this policy carries on as written.

Subscriptions and renewal

How a subscription is charged

Subscriptions are paid in advance. When you subscribe, you buy a term — a month, a year, or whatever length your plan says — and we charge for the whole of it up front. Usage and overage charges are billed after the period in which you run them up.

That single fact explains most of this policy. You have already paid for the term you are in, and a refund of it is the exception rather than the rule.

Renewal is automatic

At the end of each term your subscription renews for another term of the same length, at the price then in effect for your plan, and we charge the payment method on file. This carries on until you cancel.

We give you reasonable advance notice before a price increase reaches you, and a new price never applies part-way through a term you have already paid for. If you do not want to pay it, cancel before the renewal date.

Renewals are not refundable

A renewal charge is not covered by our 30-day money-back guarantee. The guarantee is for a first purchase — see the section on it below.

If a renewal has taken you by surprise, tell us at legal@ever.co and say what happened. We cannot promise a refund and we will not pretend otherwise, but we would rather hear about a renewal you did not want than read about it in a chargeback.

To avoid an unwanted renewal, cancel before the renewal date. Cancelling on the day the charge lands is too late for that term.

One-off and perpetual purchases

Some plans are a single purchase rather than a subscription — a one-time licence, a perpetual licence, or a bundle of credits or usage bought in advance.

There is no renewal to cancel and no recurring charge to stop.
Our 30-day money-back guarantee applies to a one-off purchase in the same way it applies to a first subscription payment, provided it is your first purchase.
Credits, allowances and usage bought in advance are not refunded once they have been used, and unused ones expire on whatever schedule your plan states.

Where Ever Traduora sells a plan of this kind, the product-specific section later in this policy says what it is and what happens at the end of its life.

Committed terms and signed orders

If you signed an order form or agreement with us for a fixed committed term, that document governs. A committed term is exactly that: the fees for it are payable in full whether or not you use the Service, and you cannot shorten it by cancelling part-way through. Where the order and this policy disagree, the order wins for that customer.

Free plans and trials

While you are on a free plan or a trial, there is nothing to refund

We have not charged you, so there is nothing to give back. If you decide the Service is not for you during a trial, simply stop using it or cancel — you owe us nothing and you do not need a reason.

The same is true of free tiers, evaluations, proofs of concept and anything we have labelled beta, preview or early access. What those offerings do and do not come with is set out in our Terms of Service, and it is a deliberately thin set of promises.

What happens when a trial ends

If your trial is one that converts to a paid plan, we say so when you start it, we tell you the price and the date, and we charge the payment method you gave us on that date unless you have cancelled first.

Cancel before the trial ends and you are not charged. Cancelling on the day the charge lands is too late.
If the trial converts and that charge is your first payment to us, our 30-day money-back guarantee applies to it in full. A trial does not use the guarantee up.
If your trial does not convert automatically, it simply expires and access stops.

Card checks are not charges

Some plans ask for a payment card at the start of a trial. Where they do, your bank or card issuer may place a small temporary authorisation on the card to check it is valid. That is not a payment, we do not receive it, and there is nothing for us to refund — it drops off by itself, usually within a few days, on your issuer's timetable rather than ours.

If an authorisation of that kind is still showing after a week, contact your card issuer. If you would like us to confirm what we did and did not charge, write to legal@ever.co and we will.

Your data when a trial or free plan ends

Do not put anything into a free or trial plan that you cannot afford to lose.

When a trial ends without converting, or a free plan is closed or withdrawn, the account and everything in it may be deleted. We will give you a reasonable chance to export your data where we can, but exporting in time is your responsibility, and our backups are for our own operational continuity — they are not your archive. Our Terms of Service set out what happens to your data when access ends.

Consumers keep their statutory rights on a paid conversion

If you are a consumer and a trial converts into a paid contract, the statutory 14-day withdrawal right described below applies to that contract in the ordinary way. A free period beforehand does not shorten it and does not use it up.

Cancelling

How to cancel

Cancel from your account settings, or write to legal@ever.co from the email address on the account. We do not put cancellation behind a phone call, a retention conversation or a notice period.

If you cancel by email, we treat the cancellation as made on the day we receive it, not the day we get round to processing it. Ask us for confirmation and we will send it.

What cancelling does

Cancelling stops the next renewal. It does not refund the term you are in.

Your access continues until the end of the period you have already paid for, and then stops.
We do not pro-rate an unused part of a term on cancellation, except where our 30-day guarantee applies or where the law requires it.
Cancelling in month seven of an annual term does not produce five months back. The plan runs to the end of the year you paid for.
Usage you have already run up in the current period is still payable, even after you cancel.

If you would rather keep the remaining time than lose it, do not cancel immediately — cancellation only has to reach us before the renewal date to stop the next charge.

Cancelling is not deleting

Cancelling ends the subscription. It does not by itself delete your account, your workspace or your data, and it is not a request to erase your personal data. Those are separate things, and you can ask for them separately.

What happens to your data after a subscription ends, including the window in which you can still export it, is set out in our Terms of Service. What we do with personal data, and how to ask us to erase it, is in our Privacy Policy.

Downgrading is not cancelling

Moving to a cheaper plan is a plan change, not a cancellation, and it follows the rules in the section on upgrades and downgrades below. In particular, a downgrade does not refund the difference for the term you are in.

If we end it rather than you

If we terminate or suspend your access because you broke the Terms or our Acceptable Use Policy, or because you did not pay, we do not refund the remainder of the term. Fees for a suspended period are not refunded either.
If we terminate without cause, or we withdraw Ever Traduora altogether, we refund the unused part of what you have already paid, pro rata — counted from the day access ends to the end of the term you paid for. That refund is the remedy for the withdrawal itself; the limits on our liability in the Terms still apply to everything else.

If you are a consumer, your statutory rights on termination are unaffected by any of this.

Our 30-day money-back guarantee

The promise, in one paragraph

If you are not satisfied, you can ask for your first payment back within thirty (30) days of making it, and we will refund it in full. No lengthy justification, no restocking fee, no deduction for the days you used. Write to legal@ever.co within the 30 days, from the email address on the account, and tell us which payment you mean.

This is something we offer voluntarily. It is not a statutory right, and it does not replace one — if you are a consumer, the 14-day withdrawal right described below exists as well, and you may rely on whichever is better for you.

It applies to a first purchase, and only to a first purchase

We want to be blunt about the limit rather than let you discover it at the wrong moment.

The guarantee covers your first payment to us for Ever Traduora. That may be a first subscription charge, a first one-off purchase, or the first charge after a trial converts.
It applies once per customer. Not once per plan, not once per workspace, and not once per year.
Renewals are not covered. Neither is any later purchase, upgrade, add-on, seat or usage charge.
Closing an account and opening a new one does not produce a fresh guarantee. Nor does moving between our products under the same billing relationship.

The 30 days run from the date of the payment itself, not from the day you signed up, the day you first logged in, or the day you noticed the charge.

Annual plans

An annual plan is not treated differently, and the window is not longer because the term is.

If the annual fee was your first payment, you have the same 30 days to ask for it back, and we refund it in full.
Inside those 30 days you may instead ask us to keep your access running and refund the unused part of the year pro rata. Tell us which you would prefer and we will do that one.
Outside those 30 days there is no pro-rata refund of the unused part of an annual term. The plan runs to the end of the year you paid for and then stops.

What we do with the request

We do not ask you to prove dissatisfaction. We will usually ask one question — what went wrong — because it is the most useful thing anyone tells us, and you are free not to answer it.

Once we agree the refund we start it promptly, pay it to the method you used, and confirm it in writing. The mechanics are in the section on how refunds are paid.

Refunds outside the guarantee

Sometimes the right thing to do sits outside a written rule: a duplicate charge, a plan nobody ever activated, an outage that made the thing unusable for a stretch. We may make a refund or a credit in those situations at our discretion.

Doing so once does not create an entitlement, does not extend the guarantee, and does not oblige us to do it again in a case that looks similar to you. If you think you are in one of those situations, write to legal@ever.co and put it to us plainly — that works better than a dispute with your bank.

What we do not refund

Some charges are outside every refund route in this policy. They are listed here in one place so you can see them before you buy rather than after.

Usage, overages and anything already consumed

Usage and overage charges for a period you have already used — API calls, storage, seats occupied, messages, minutes, jobs, exports, computation, or whatever the meter on your plan counts.
Credits, allowances and prepaid units that have been spent. Unused ones expire on the schedule your plan states and are not converted to cash.
Anything else you have already had the benefit of. Once we have supplied it, it is supplied.

Add-ons, extras and partial periods

Optional features, add-ons and modules you switched on, for the term in which you switched them on.
Additional seats for the period they were active. Removing a seat takes effect at your next renewal and does not produce a refund.
Part-periods. We bill by term. Cancelling part-way through one does not produce a refund of the remainder, except under the 30-day guarantee or where the law requires it.

Set-up and professional services

Set-up, onboarding, configuration, migration, data import, training and consultancy fees, once the work has been done. Where work is partly done, we refund only the part not yet performed.
Custom development, bespoke integrations and anything built to your specification. These are made for you and cannot be resold, so they are non-refundable once started, in proportion to the work completed.
Time booked and then not used, where we held the time for you and you gave us no reasonable notice.

Third-party and marketplace charges

Anything you bought from someone else — a reseller, partner, cloud marketplace, app store or payment intermediary. Your money went to them. Their refund terms apply and only they can refund you.
Pass-through purchases we made on your behalf, such as domain names, certificates, telephone numbers, paid third-party APIs or model provider usage, once we have paid for them ourselves.
Charges made to you by a third-party service you connected to Ever Traduora. We do not control what a connected service bills you.

Periods you could not use because of something you did

Any period during which your access was suspended for non-payment, for breach of our Terms of Service, or for breach of our Acceptable Use Policy. The subscription keeps running and the fees keep accruing during a suspension.
Time lost because you locked yourself out, misconfigured the Service, deleted your own data, or lost control of your own credentials.

Bank charges and currency movement

Fees your bank, card issuer or payment provider charges you — cross-border fees, conversion fees, transfer charges — are yours. We refund what we received, not what it cost you to send it, and we do not compensate for a movement in the exchange rate between the payment and the refund.

What this list does not do

This list does not remove your statutory rights, and it does not sit above them.

If you are a consumer exercising the 14-day withdrawal right described below, that right governs and this list does not cut it down. Nor does anything here limit our liability where the law does not permit it — our Terms of Service set out exactly which liabilities we do not limit.

Upgrades, downgrades and seats

Plan changes are billing events, not refund events. This section says which direction money moves in each case, so nothing about it comes as a surprise.

Upgrading during a term

When you move to a more expensive plan part-way through a term, the change takes effect immediately and we charge you for the rest of that term at the new rate, less the unused part of what you already paid for the old plan. In other words you pay the difference for the time remaining, not the full price twice.

Your renewal date does not move unless we say so at the time.
An upgrade is not a first purchase. It does not restart the 30-day money-back guarantee, and the guarantee does not apply to the upgrade charge.
If an upgrade unlocks usage that is metered, the meter starts at the new plan's rates from the moment the upgrade takes effect.

Downgrading

A downgrade takes effect at your next renewal, not immediately, and it is not a refund.

You are not refunded the difference for the term you are already in. You keep the higher plan until the term ends, then continue on the cheaper one.
We will tell you what you lose. If your account is over the new plan's limits — seats, storage, projects, workspaces, retention, whichever your plan meters — those limits apply once the downgrade takes effect, and features above them stop being available.
Data above a lower plan's limits may become inaccessible, and may eventually be deleted. Export anything you need before the downgrade date. We will give you notice of what is affected where we reasonably can, but the decision to downgrade is yours and so is the timing.

If a downgrade would cost you something you did not expect, cancel the downgrade before the renewal date rather than after it.

Seats

Where your plan charges per seat, per user or per licence:

Adding a seat is charged from the day you add it for the rest of the current term, at the rate then published for your plan.
Removing a seat does not reduce the current term's fee and does not create a refund. It takes effect at your next renewal.
Where seat count is derived automatically from your own directory or identity provider, an administrator on your side adding a member is itself an instruction to buy a seat, and it changes your bill without any further step from us. Decide who in your organisation is allowed to do that.

Moving between products or plan families

Moving from one of our products to another, or between plan families that are billed differently, is treated as a new purchase of the new plan and a cancellation of the old one — with the ordinary rule that the old term is not refunded. It does not create a fresh 30-day guarantee.

If a migration of that kind is something we asked you to do, tell us at legal@ever.co before you do it. We will not leave you paying twice for a change we initiated.

How we pay a refund

Back the way it came

We refund to the payment method that made the original payment — the same card, the same account, the same provider. That is how card and bank rules work, and it is also the safest route for both of us.

If that method no longer exists — a closed account, an expired card that cannot accept a reversal, a provider we no longer work with — tell us and we will agree an alternative in writing. We may ask you to confirm the new details from the email address on the account before we send money to a destination that did not send it to us.

We do not refund to a different person, a different company or a third-party account, and we do not pay refunds in cash, cryptocurrency or gift cards.

Timing

We start a refund within five (5) business days of agreeing it, and usually the same day.
After that it moves at your bank's or card issuer's pace. Five to ten business days is typical; some issuers take a full statement cycle to show a card refund.
Where you are a consumer exercising the statutory 14-day withdrawal right, we pay within 14 days of being told, as the law requires — see that section below.

If a refund we have confirmed has not reached you within fifteen (15) business days, write to legal@ever.co with the confirmation and we will trace it with our payment provider.

Amount and currency

We refund in the currency we charged, at the amount we charged. We do not convert a refund into another currency on request.
We never refund more than we actually received. If the exchange rate has moved since your payment, the amount reaching your account may be worth more or less than it was — that is between you and your bank, and we do not top it up or claw it back.
Fees charged to you by your own bank, card issuer or intermediary — conversion, cross-border, transfer — are not part of what we received and are not reimbursed.
A partial refund is stated as a figure and an explanation on the credit note, so you can check the arithmetic.

Credit instead of cash

Where you would rather have account credit than money back, we can usually do that, and it is normally faster. We will only do it if you ask for it. We do not substitute credit for a refund you are entitled to, and credit is never offered as a way of avoiding the statutory withdrawal right.

Credit applied to your account is used against future charges, is not transferable, and is not later convertible into cash.

Paperwork

Every refund produces a credit note against the original invoice, issued electronically to the billing contact on the account. Keep it — it is what your own accountant and, where relevant, your tax authority will want to see.

Tax on refunds

Our fees are quoted exclusive of VAT, sales tax and similar charges, which are added on top where they apply. A refund follows the same logic in reverse.

What comes back

Where we charged you tax, we refund the tax with the fee, in proportion to the amount refunded. A half refund returns half the tax.
Where we charged you no tax, none comes back. If you are a business customer in another EU member state and the reverse charge applied, we never held VAT on that sale, so a refund is of the net fee alone.
We issue a credit note for every refund, showing the net amount, the tax and the rate applied. That document, not this policy, is what your accounting needs.

Tax you accounted for yourself

If you self-assessed VAT under the reverse charge, or paid tax directly to your own authority, we cannot give it back to you — we never had it. Adjust it through your own VAT return or the equivalent filing in your country, using our credit note as the supporting document. If your adviser needs anything further from us, ask at legal@ever.co.

The same is true of any amount you withheld or deducted at source, and of import, customs or similar charges levied by a country we did not bill from.

If your tax position changed after the invoice

Tax is calculated on the facts as they stood when we invoiced — your billing country, your status, and the tax identification number you gave us at the time.

If you gave us no valid VAT identification number and we therefore charged VAT, supplying the number later does not turn that charge into a refund. It applies to invoices from the point we have it.
If you told us something that was wrong or out of date and we were assessed for tax as a result, that cost is yours, as our Terms of Service set out.
Tell us promptly when your registration, place of establishment or tax status changes. It is far easier to bill correctly than to unpick it afterwards.

Rate changes

Where a tax rate changes between the payment and the refund, we refund the tax at the rate we actually charged you — not at today's rate. That is what the credit note has to match.

Bank charges are not tax

Conversion fees, cross-border fees and transfer charges from your own bank are not tax, are not part of what we received, and are not refunded. They are covered in the section on how refunds are paid.

Chargebacks and payment disputes

Talk to us first

If a charge looks wrong — a duplicate, an amount you did not expect, a renewal you meant to cancel, a payment you do not recognise — write to legal@ever.co before you contact your bank. Tell us the account, the date, the amount and what you think went wrong.

We can usually resolve it in a day or two. A chargeback takes weeks, is decided by people who have never seen your account, and often ends with a worse outcome for you than a direct refund would have. Contacting us costs you nothing and does not affect your right to go to your bank afterwards if we cannot sort it out.

What happens if a chargeback is raised

If you raise a chargeback, reversal or payment dispute with your bank, card issuer or payment provider without contacting us first:

we may suspend your access to the Service while the dispute is open, because the money for the period in question has been taken back and the account is, for the moment, unpaid;
we will respond to the dispute and supply our evidence to the payment provider — the invoice and credit notes, the record of your acceptance of our terms, the plan and dates in question, our correspondence with you, and the account and usage records relevant to the charge;
the subscription itself carries on. A chargeback is not a cancellation. Fees keep accruing, and if you want the subscription to stop you still have to cancel it in the ordinary way.

If the dispute is resolved in our favour, the amount stays due. Where the law allows, we may also recover the fee our payment provider charges us for handling the dispute, and we may require a different payment method — or decline to continue serving the account — where chargebacks are repeated.

If the dispute is resolved in your favour, that is the end of it. We do not re-charge a reversed payment.

Fraud and unauthorised use

If you think someone used your card or your account without permission, tell your bank straight away, and tell us at legal@ever.co at the same time. That is exactly what a chargeback is for, and none of the above is aimed at you.

We will help: we can confirm what was charged, when, from where, and against which account, and we will close off the access that produced it.

What this section does not do

Nothing here takes away your right to dispute a payment with your bank or card issuer. That right comes from your agreement with them and from the law, not from us, and we cannot and do not ask you to give it up. We are asking you to try us first — not requiring it as a condition of anything.

If you are a consumer, your statutory withdrawal right and your statutory remedies are unaffected by this section.

If you are a consumer in the EU or the UK: your 14-day right to withdraw

This is the most important section of this policy, and it is the one part of it we could not change even if we wanted to.

If you are a consumer buying from us at a distance — online, by email, over the phone — the law gives you fourteen (14) days to change your mind and get your money back, without giving any reason. That right comes from EU consumer law and, in the United Kingdom, from the equivalent domestic rules. It exists separately from, and in addition to, our own 30-day money-back guarantee.

Nothing in this policy, in our Terms of Service, or in anything you clicked on the way to paying us, takes that right away. A term that tried to would simply have no effect.

Who has it

You have it if you are an individual buying for purposes wholly or mainly outside your trade, business, craft or profession.

Business customers do not have it. If you are buying for your organisation, or for your own trade or profession, this section does not apply to you — the rest of this policy does. That includes companies, partnerships, and in most cases sole traders buying for their business.
A few countries extend some consumer protections to sole traders and very small businesses. If the law where you live does that, it applies whatever this section says.
If your purchase serves both personal and business purposes, what matters is which purpose predominates.
If you are not sure which you are, ask us at legal@ever.co before you buy, not after.

How long you have

The 14 days run from the day after the contract is made — for us, the day after your order is accepted and your subscription or purchase is confirmed. You need only send your notice before the 14 days are up; it does not matter when it reaches us or when we process it.

If we never told you about this right, you get much longer. In that case the period extends by up to twelve (12) months. If we tell you late, but within those twelve months, you get 14 days from the day we tell you. We would rather tell you here, now, and start the clock properly.

How to exercise it

Any clear statement that you are withdrawing is enough. There is no form to fill in, no reason to give, and no fee.

Email legal@ever.co and say that you are withdrawing.
Or write to us at Ever Technologies LTD, Mladost 2, bl. 211, ent. A, Sofia 1799, Bulgaria.

Say who you are, which account or invoice you mean, and the date you bought. Keep a copy of what you sent — the burden of showing that you withdrew in time is on you, and a sent email does that neatly.

We will acknowledge your notice without delay once we receive it.

A model form, if you would rather use one

You do not have to use a form. If you prefer one, copy the following, fill it in, and send it to legal@ever.co. We will also send you a copy on request.

Notice of withdrawal

To Ever Technologies LTD, Mladost 2, bl. 211, ent. A, Sofia 1799, Bulgaria — legal@ever.co

I give notice that I withdraw from my contract for the supply of Ever Traduora.

Ordered on: the date of your order Name: your name Address: your address Account or email address the order was placed under: your account Invoice or order reference, if you have one: the reference Date of this notice: today's date

What we pay back, and when

If you withdraw in time, we refund everything you paid us under the contract — within fourteen (14) days of receiving your notice. We use the same means of payment you used, and we do not charge you a fee for the refund.

We do not make you wait for a "processing period", we do not offer credit instead, and we do not deduct anything except in the one situation described next.

If you asked us to start straight away

This is the part that most people meet at checkout without noticing, so here it is in plain words.

Ordinarily we would have to wait 14 days before giving you access. Almost nobody wants that. So the law lets you ask us to start supplying the Service immediately, during the withdrawal period — and when you ask, two things follow, which we must tell you and you must acknowledge:

If you withdraw after we have started but before the contract is fully performed, you still get your money back — minus a proportionate amount for what you actually received. That amount is worked out against the total price of the contract and the share of it we had supplied by the moment you told us you were withdrawing. On a monthly plan used for four days, that is roughly four days' worth.
If the Service has been fully performed within the 14 days, and you asked us to begin and acknowledged this consequence, the right to withdraw is gone. The same applies where what you bought is digital content supplied other than on a physical medium and its supply has begun with your express prior consent and that acknowledgement.

We ask for both the request and the acknowledgement at the point of purchase, separately and in plain words. We do not pre-tick them, and we do not bury them in a longer agreement. If you would rather not give them, say so — you can wait out the 14 days instead, and we will start your access afterwards.

If we did not obtain your express request and your acknowledgement, or we did not give you the information the law requires, you pay nothing at all for what was supplied during the withdrawal period. That is the law's answer, not our concession, and we will apply it without argument.

How this fits with our 30-day guarantee

They are two different things and you do not have to choose blind.

The statutory right is 14 days, applies to consumers only, cannot be excluded, and can carry a proportionate charge for what you used if you asked us to start early.
The 30-day guarantee is our own promise, applies to consumers and businesses alike, is limited to a first purchase, and refunds it in full with no deduction for the days you used.

Use whichever leaves you better off. Tell us which you are relying on, or just tell us what you want and we will apply the one that gives you more.

Complaints, and what to do if we cannot agree

Write to legal@ever.co first. Set out what you bought, what went wrong and what you would like us to do. We will give you a substantive answer, in writing, and we would much rather resolve it directly.

If that does not settle it:

We are not currently committed to, and do not participate in, any alternative dispute resolution (ADR) body. We say so because the law requires us to tell you either way. If you ask us to take a dispute to a particular approved ADR body, we will consider the request in good faith, case by case.
You can approach the national consumer protection authority in the country where you live, and the approved ADR bodies on the list that authority maintains. Those bodies are free or low-cost for consumers, and using one does not stop you going to court later.
Ever Technologies LTD is established in Bulgaria, and you may also raise a complaint with the consumer protection authority there.
The European Commission's online dispute resolution (ODR) platform closed on 20 July 2025 and no longer exists. We mention it only because older policies still link to it. Use a national body instead.

Your right to bring proceedings in the courts of the country where you live is unaffected, as are any other mandatory protections the law of your own country gives you as a consumer. Our Terms of Service set out the governing law and venue for everyone else.

Failed and late payments

When a charge does not go through

Payments fail for ordinary reasons — an expired card, a new card number, a bank's fraud check on a recurring charge, a limit reached, a card blocked for travel, a strong-authentication step nobody completed.

When one fails:

we email the billing contact on the account, and keep emailing while the balance is outstanding;
we retry the charge over the following days, on a schedule set with our payment provider. A retry is not a second charge — if one succeeds, the others stop;
your access carries on for the time being. We do not cut you off at the first decline.

Fixing it is usually one step: update the payment method in your account settings and we will take the outstanding amount. If you cannot, write to legal@ever.co and we will find another way.

A failed payment does not pause or cancel anything

This is the part that catches people out, so we will say it directly.

A failed payment is not a cancellation. The subscription keeps running, the term keeps running, and the fees keep accruing. If you meant to cancel, cancel — do not simply let a card expire and assume that ends it. Cancelling takes a minute and is described above.

Equally, a failed renewal charge does not mean you have been let out of the renewal. The amount stays owed until it is paid or the subscription is properly cancelled.

Suspension

If an undisputed amount stays unpaid, we may suspend your access — but only after written notice and at least fourteen (14) days to put it right. We will tell you what is owed, how to pay it and when the deadline falls.

While suspended:

the subscription continues and fees continue to accrue;
a suspended period is not refunded and is not credited, even after you pay;
your data stays where it is. Suspension is not deletion.

Once the balance is cleared we restore access promptly, normally the same business day.

Interest, costs and continued non-payment

Where an amount is overdue we may charge interest from the due date and recover the reasonable costs of collecting it, on the basis set out in our Terms of Service. If you are a consumer, we will charge interest and costs only to the extent the law permits, and the statutory regime for late payment between businesses does not apply to you.

Continued non-payment is a material breach, and we may terminate on that basis. Our Terms of Service set out what happens to your data when a subscription ends, including the window for exporting it. Do not leave an export until after a termination for non-payment.

Disputing rather than not paying

If you think an invoice is wrong, say so — do not simply let the payment fail. Write to legal@ever.co with the invoice, what you dispute and why, within the period our Terms of Service allow for it.

Pay the part you are not disputing, on time. A disputed line does not make the rest of the invoice late, and raising a genuine dispute in good faith stops the clock on suspension for the amount in question while we work through it.

If your first move is a chargeback rather than an email, the section above on chargebacks applies.

Annex: Ever Traduora

What this policy covers for Ever Traduora

There is no hosted Ever Traduora, so there is no hosted subscription to refund. What we sell is a commercial licence for a copy you run yourself, bought through the checkout at https://ever.co/pricing, and that is what this policy is about.

The section above on what this policy does not cover leaves out software you run yourself, because a copy of the open-source code costs you nothing. A commercial licence is different: you paid us for it, and this policy covers that payment in full — including the 30-day money-back guarantee on a first purchase and, if you are a consumer, the statutory withdrawal right. Where the sections above speak of access to the Service, for Ever Traduora read the licence you bought.

Perpetual licences

The section above on one-off and perpetual purchases promises that this part of the policy will say what a perpetual licence is and what happens at the end of its life. For Ever Traduora:

A perpetual licence is charged once. It does not renew, it is not a subscription, and there is no recurring charge to cancel.
It does not expire. There is no end of its life to describe.
Everything this policy says about a one-off purchase applies to it, including the 30-day money-back guarantee where it is your first purchase.

Subscriptions have no free trial

A self-hosted subscription is charged when you buy it. There is no trial in front of it, so if that is your first payment to us, the 30-day money-back guarantee runs from that day.

Cancelling

There is no account for Ever Traduora, so there are no account settings to cancel from. Write to legal@ever.co from the address you bought with, and we will action it.

How to reach us

Anything about a charge, a refund, a cancellation or an invoice — write to legal@ever.co. That address is monitored and we answer it.

To get you an answer on the first reply rather than the third, include:

the account or workspace, and the email address it is registered to;
the invoice number, or the date and amount of the payment;
what you would like — a refund, a cancellation, a correction, or simply an explanation;
if you are relying on the 30-day guarantee or on the statutory withdrawal right, which one.

We acknowledge refund and withdrawal requests without undue delay. Where you are a consumer exercising the statutory 14-day withdrawal right, we pay within 14 days of your notice, as that section requires.

By post: Ever Technologies LTD, Mladost 2, bl. 211, ent. A, Sofia 1799, Bulgaria — registered in Bulgaria under company number 204599535. We correspond in English.

If you are not happy with our answer

Tell us, and say so plainly — we would rather fix it than have it escalate. If we still cannot agree and you are a consumer, the complaints and ADR routes in the withdrawal-right section above are open to you, including the national consumer protection authority in the country where you live. Your right to go to court is unaffected.

Complaints about how we handle personal data go somewhere different: privacy@ever.co, and the routes in our Privacy Policy.

About this document

This is version 1.0.0 of the Refund Policy for traduora.co, in force from 2026-10-04. Earlier versions, with the dates they applied, are at https://traduora.co/refund.

We may change this policy. A change never applies retrospectively to a payment you have already made, and it never reduces a statutory right. Where a change matters to a term you are already in, we will tell you before it takes effect.