We want you to be happy with Citalira. If it is not right for you, you can ask for a refund as described below.
1. Who processes refunds
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders, so Paddle processes every refund and returns the money to your original payment method.
2. Your 14-day refund right
You can request a full refund of any payment within 14 days of the date of that payment, for any reason. This applies to:
- the first payment for a plan;
- each monthly renewal of a plan;
- the prorated charge for an upgrade;
- an interaction pack.
The free Pilot is never charged, so there is nothing to refund.
3. How to request a refund
Find your order at paddle.net using the email address you paid with and request a refund there, or contact us at [Support email] with that email address and the date of the payment.
4. What happens after a refund
- Plan payment: the refunded plan is cancelled immediately and the AI interactions remaining in that billing month are removed. Interaction packs you bought separately stay on your account and can be used again once you have an active plan.
- Interaction pack: the pack’s remaining AI interactions are removed.
- Timing: once approved, Paddle returns the money to your original payment method, usually within 5 to 10 business days depending on your bank or card issuer.
5. After 14 days
Requests made more than 14 days after a payment are considered case by case. We may offer a full or partial refund, for example if the Service did not work as described because of a problem on our side. You can cancel at any time in your dashboard to avoid future charges; cancellation takes effect at the end of the billing month you have paid for.
6. Chargebacks
If something went wrong, please contact us or request a refund at paddle.net before disputing a payment with your bank. A disputed payment is treated like a full refund: the related plan or pack is cancelled.
7. Your statutory rights
This policy does not affect any rights you have under applicable law, or under Paddle’s Buyer Terms.
8. Contact
[Company legal name]
Email: [Support email]