Effective Date: 02 January 2026
This Refund Policy explains when and how refunds, cancellations, and billing adjustments apply to services provided by ENS Live (“ENS Live”, “Company”, “we”, “our”, or “us”).
By purchasing any ENS Live service, including event-based airtime or subscription plans, you agree to this Policy.
1. Event-Based Airtime Purchases
Event-based airtime refers to live streaming services purchased for fixed durations (such as 30-minute, 1-hour, or 2-hour sessions).
1.1 Cancellation Before Event Start
You may cancel your event and request a refund at least five (5) hours before the scheduled go-live time.
If you cancel 5 or more hours before the event start time, you may receive a full refund, subject to review and approval.
1.2 Late Cancellation (Less Than 5 Hours)
If you request cancellation less than five (5) hours before the scheduled go-live time, you are not eligible for a refund.
This applies even if the event does not eventually go live.
1.3 After Event Commencement
Once the event has started, or
Once ENS Live has initiated technical preparation within the restricted five-hour window before the event,
the service is considered rendered and becomes non-refundable.
2. Subscription Plans (Monthly, Yearly, Recurring)
Subscription plans include any recurring billing arrangement (e.g., monthly or yearly access to ENS Live services).
2.1 Automatic Renewal
All subscription plans renew automatically at the end of each billing cycle.
You will continue to be charged unless you cancel in line with this Policy.
2.2 Cancellation to Avoid Renewal
To avoid being charged for the next billing period, you must cancel your subscription at least forty-eight (48) hours before the end of your current billing cycle.
Cancellations made on time will stop future renewals, but do not trigger refunds for the current period.
2.3 Late Cancellation (Within 48 Hours of Renewal)
If you cancel within the final 48 hours of your billing cycle:
The upcoming renewal charge may still be processed.
This renewal charge will not be refundable.
2.4 Access After Cancellation
After you cancel, you will retain access to your subscription services until the end of the current paid billing period.
No partial refunds are issued for unused days or time remaining in the billing period.
3. Billing Errors and Duplicate Payments
ENS Live will issue refunds in the following situations:
Duplicate transactions (you were charged more than once for the same service).
Incorrect billing amounts (you were charged a different amount than agreed).
Verified system processing errors (technical issues on our side that caused incorrect charges).
Unauthorized charges confirmed as such after our investigation.
To request a review of a billing issue:
You must notify ENS Live within seven (7) days of the transaction date.
Issues reported after this period may not be eligible for adjustment or refund.
4. Non-Refundable Circumstances
Refunds will not be issued in the following cases:
Completed live streaming sessions.
Partially used airtime (e.g., you booked 2 hours but used only 30 minutes).
Failure to use scheduled event time (no-shows or unused bookings).
User-side issues such as:
Internet connectivity problems
Device malfunctions
Hardware or software failures on your side
Violations of ENS Live Terms of Service.
Change of mind after purchase.
General dissatisfaction not caused by a verified ENS Live platform failure.
In all such cases, charges remain valid and non-refundable.
5. How to Request a Refund
All refund requests must be submitted in writing via email to:
Email: [email protected]
Your request must include:
Account holder name
Transaction ID or clear proof of payment
Event or subscription details (e.g., event date/time, plan type)
A clear explanation of the issue and the reason for your refund request
All refund requests are subject to review and approval. ENS Live may request additional information or documentation to verify your claim.
6. Refund Processing Time
Once a refund is approved, ENS Live will process it within three (3) to fourteen (14) business days.
The exact time for the funds to appear in your account depends on:
Your bank
Your card issuer
Your payment processor
These timelines are outside the direct control of ENS Live.
7. Chargebacks
You agree to contact ENS Live first at [email protected] to attempt to resolve any billing issue before initiating a chargeback with your bank or payment provider.
Unjustified or fraudulent chargebacks (for example, disputing a valid, non-refundable charge) may result in:
Account suspension, or
Permanent termination of your ENS Live account.
8. Policy Modifications
ENS Live reserves the right to modify or update this Refund Policy at any time.
Any changes will take effect when posted or communicated.
Your continued use of ENS Live services after changes are made constitutes acceptance of the updated Policy.
9. Contact Information
For questions about this Refund Policy or billing-related issues, you can contact:
ENS Live
A product of Forever Technologies Ltd
Namasuba Central, Entebbe Road
P.O Box 122167, Kampala, Uganda
Email: [email protected]
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