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Refunds Policy

Last Updated: December 23, 2025

1. Overview

We are committed to customer satisfaction. This Refunds Policy outlines the conditions under which refunds are available for our ELD hardware and software subscription services.

2. Software Subscription Refunds

2.1 Free Trial Period

We offer a 30-day free trial with no credit card required. During this period, you can explore all features of our platform without any commitment. No refund is necessary as no charges are made during the trial.

2.2 Monthly Subscriptions

Monthly subscriptions are billed in advance on a recurring basis. You may cancel your subscription at any time:

  • Cancellation takes effect at the end of the current billing cycle
  • No refunds are provided for partial months of service
  • Access to the platform continues until the end of the paid period
  • Pro-rated refunds may be considered in exceptional circumstances at our discretion

2.3 Annual Subscriptions

Annual subscriptions receive a discounted rate in exchange for a one-year commitment:

  • Full refund available within 30 days of initial purchase if service has not been actively used
  • After 30 days, no refunds are provided for the remaining subscription period
  • Pro-rated refunds may be available in cases of service failure or breach of contract by us
  • Cancellation takes effect at the end of the annual term

2.4 Add-On Features and Upgrades

  • Charges for add-on features are non-refundable once activated
  • Plan upgrades are effective immediately, and the price difference is charged
  • Downgrades take effect at the next billing cycle, with no refunds for the current period

3. Hardware Refunds

3.1 Standard Return Policy

ELD hardware devices may be returned for a full refund within 30 days of purchase if:

  • The device is in original, unused condition with all packaging and accessories
  • You provide proof of purchase (order number or receipt)
  • The device has not been damaged, modified, or tampered with
  • Return shipping is initiated within 30 days of delivery

3.2 Defective Hardware

If you receive defective hardware, we will:

  • Replace the device at no charge if reported within 90 days of purchase
  • Provide a prepaid return shipping label for the defective device
  • Ship the replacement device via expedited shipping
  • Offer a full refund if a replacement is not satisfactory

3.3 Return Shipping Costs

  • Defective products: We cover all return shipping costs
  • Change of mind: Customer is responsible for return shipping costs
  • Wrong item shipped: We cover all shipping costs and provide expedited replacement

3.4 Restocking Fee

A restocking fee of 15% may apply to hardware returns in the following cases:

  • Device has been opened and used
  • Original packaging is missing or damaged
  • Accessories or documentation are incomplete

No restocking fee applies to defective products or our shipping errors.

4. How to Request a Refund

4.1 Refund Request Process

To request a refund, please follow these steps:

  1. Contact our customer support team via email at support@aeroeld.com or call +1 (302) 302-9525
  2. Provide your order number, account email, and reason for the refund request
  3. Our team will review your request within 2 business days
  4. If approved, you'll receive return instructions (for hardware) or confirmation (for software)
  5. Refunds are processed within 5-10 business days after approval

4.2 Required Information

  • Full name and account email address
  • Order number or transaction ID
  • Date of purchase
  • Detailed reason for refund request
  • For hardware: Photos of the device and packaging (if applicable)

5. Refund Processing

5.1 Refund Method

Refunds are issued to the original payment method used for purchase:

  • Credit/Debit Card: 5-10 business days after approval
  • PayPal: 3-5 business days after approval
  • Bank Transfer: 7-14 business days after approval
  • Wire Transfer: Available for refunds over $1,000

5.2 Refund Confirmation

You will receive an email confirmation when:

  • Your refund request has been received
  • Your refund has been approved or denied
  • The refund has been processed

Please allow your financial institution additional processing time for the funds to appear in your account.

6. Non-Refundable Items and Services

The following are not eligible for refunds:

  • Installation services (once completed)
  • Training sessions (once delivered)
  • Custom integration development work
  • Data export or migration services (once completed)
  • Third-party services or add-ons purchased through our platform
  • Promotional or discounted items (unless defective)

7. Exceptional Circumstances

We may provide refunds outside the standard policy in cases of:

  • Extended service outages or platform unavailability
  • Billing errors or unauthorized charges
  • Regulatory changes that prevent use of our service
  • Documented hardship cases

These are handled on a case-by-case basis at the discretion of our management team.

8. Chargebacks

If you initiate a chargeback with your payment provider instead of contacting us first:

  • Your account will be immediately suspended
  • All access to the platform and data will be revoked
  • We reserve the right to pursue the outstanding amount and any associated fees
  • Future business relationships may be affected

We encourage you to contact our support team first to resolve any billing disputes amicably.

9. Policy Updates

We reserve the right to modify this Refunds Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Significant changes will be communicated via email to active customers.

10. Contact Information

For refund requests or questions about this policy, please contact:

  • Email: support@aeroeld.com
  • Phone: +1 (302) 302-9525
  • Address: 16192 Coastal Hwy, Lewes, DE 19958