Refund & Cancellation Policy

We want you to be happy with Celial. This policy explains how to cancel a subscription and when refunds are available. Purchases are processed by Paddle, our Merchant of Record, so approved refunds are issued by Paddle to your original payment method.

1. Canceling your subscription

You can cancel anytime from your dashboard under Billing — no email or phone call required. Cancellation takes effect at the end of your current billing period:

• you keep full access until the period ends;
• you are not charged again after cancellation;
• you can resume the subscription from the dashboard before the period ends.

2. Refunds

If something isn't working for you, contact us within 14 days of a charge — whether the initial purchase or a renewal — and we'll make it right. We offer a full refund of the charge if you're unsatisfied within that window; tell us briefly what went wrong so we can improve.

Outside the 14-day window, refunds are assessed case by case — for example, duplicate charges, billing errors, or a service issue on our side are always refunded. Refunds are returned to the original payment method and typically appear within 5–10 business days, depending on your bank.

3. What isn't refundable

• AI model usage. Model costs are billed by your own provider under your own API keys and never pass through Celial or Paddle — we cannot refund them.
• Periods of non-use: an active subscription you didn't use is not by itself grounds for a refund beyond the 14-day window (canceling stops future charges at any time).
• Charges older than 60 days, except where required by law or in cases of billing error.

4. Team plans

Team subscriptions are billed per seat. Reducing seats (subject to the plan's 3-seat minimum) or canceling applies from the next billing period; the same 14-day refund window applies to each charge.

5. Chargebacks

Please contact us before opening a dispute with your bank — refund requests are almost always faster than a chargeback. Accounts with fraudulent chargebacks may be suspended.

6. Statutory rights

Nothing in this policy limits any non-waivable rights you hold under the consumer-protection laws of your country of residence.

7. How to reach us

Email hello@celial.ai or use thesupport form with the email on your account and (if you have it) the Paddle receipt number. We reply within 2 business days.