This policy covers ARTAK products bought directly from EolianVR: online checkout, Stripe payment links, and quotes paid by invoice or purchase order. When a purchase is made under a government contract, other transaction agreement or signed order, the terms of that agreement govern where they differ from this policy.
Cancelling an order
You can cancel any order for a full refund before it ships or before license keys are issued, whichever comes first. Email us with your order or invoice number.
Software licenses
Covers operator seats, viewer seats, server licenses, PC Planner, Map Maker and renewals.
- Licenses are non-refundable once keys are issued or the license is activated.
- If ARTAK does not perform substantially as documented and we cannot fix the problem within 30 days of your written notice, we will refund the unused portion of the license term.
- Licenses are for a fixed term (12 or 36 months) and do not renew automatically. Renewal is a new purchase.
Hardware
Covers headsets, tablets, edge servers, network equipment and cases, whether sold alone or in a kit.
- Unopened, unused hardware may be returned within 30 days of delivery for a refund of the purchase price. Return shipping is the buyer's cost unless the item arrived damaged or was shipped in error.
- Hardware that we have configured, enrolled or customized for your order (including custom-cut cases) can be returned only if it is defective.
- Defective hardware is repaired or replaced under the manufacturer's warranty. We coordinate the claim with you.
- Report shipping damage within 5 business days of delivery, with photos if possible.
- Promotional hardware (for example, a free headset with a starter bundle): if the bundle is refunded, the headset must be returned unused, or its current retail value is deducted from the refund.
Services
Covers on-site training, fielding and sustainment packages, mission sandbox builds and the Mission Pilot.
- Cancel 10 or more business days before the scheduled start for a full refund. After that, a scheduled service can be rescheduled once at no charge but is not refundable.
- Delivered services (a completed training week or a delivered mission sandbox) are not refundable.
- Credits (PC Planner and Mission Pilot credits toward a later purchase) have no cash value and expire as stated in the offer.
How to request a return or refund
- Email mike@eolianvr.com or call (305) 562-9639 with your order or invoice number and the reason.
- We reply within 2 business days with a return authorization and shipping instructions. Items sent without authorization may be refused.
- Refunds go back to the original payment method within 10 business days of our receiving the return. Card refunds can take a further 5–10 days to appear.
Questions
Every ARTAK deployment is different. If something isn't working for your team, contact us before requesting a return; we would rather fix it.