1. Our Guarantee

EOH commits to delivering the scope of work defined in the Analysis Report following the discovery meeting. Our guarantee is simple:

• If we deliver: Full payment is due as agreed
• If we don't deliver: 100% refund of implementation fees, no exceptions
• If partial delivery: Proportional refund based on undelivered scope

2. Discovery Meeting Fee

This applies even if:

• You cancel before the meeting takes place
• You are dissatisfied with the Analysis Report
• You decide not to proceed with implementation
• The meeting is rescheduled

3. Implementation Fee Refunds

4. Partial Delivery

Where the Analysis Report defines a scope with multiple deliverables, partial delivery is calculated proportionally. For example, if 70% of the agreed scope is delivered and 30% is not, you are entitled to a 30% refund of the implementation fees.

The determination of percentage delivered is made by EOH's project team in good faith, based on the Analysis Report milestones. If you dispute this assessment, you may invoke the dispute process in our Terms of Service.

5. Exclusions — Refunds Are Not Applicable When:

• The client fails to provide required system access, credentials, or cooperation
• The client provides inaccurate, incomplete, or misleading project information
• Delays are caused by the client's unavailability for UAT, approvals, or feedback
• The scope changes after the Analysis Report is signed without written agreement
• Issues arise from third-party systems outside EOH's agreed scope
• Force majeure events (natural disasters, war, government orders, etc.)
• The refund request is submitted more than 14 days after the agreed delivery date

6. How to Request a Refund

1. Email refunds@erponlinehub.com with subject line: "Refund Request — [Your Ticket Number]"
2. Include: your ticket number, the specific deliverable(s) not received, and supporting detail
3. EOH will acknowledge your request within 2 business days
4. A review will be completed within 5 business days
5. If approved, the refund is issued within 10 business days to the original payment method

7. Processing Timeline

• Acknowledgment: Within 2 business days
• Decision: Within 5 business days
• Processing: Within 10 business days of approval
• Bank credit: 3–10 additional business days depending on your bank

8. California Consumer Rights

Under the California Business and Professions Code and California Consumer Protection laws, you have the right to:

• Receive a written explanation for any refund denial
• Appeal a refund decision by contacting our management at disputes@erponlinehub.com
• File a complaint with the California Department of Consumer Affairs if unresolved

EOH complies with all applicable California consumer protection regulations, including the Consumer Legal Remedies Act (CLRA) and the Unfair Competition Law (UCL).