Refunds

1. Introduction

This Refund Policy sets out the terms under which Immersive Design Company Ltd (Company Registration Number: 10935926) ("Company," "we," "us," or "our") provides refunds for the Cleio AI service (the "Service"). This policy should be read in conjunction with our Terms of Service.

2. Subscription Refunds

2.1 Unused Subscription Periods

Subscription fees are non-refundable. There are no refunds on unused subscription periods. If you cancel your subscription, your cancellation will take effect at the next payment date, and you will retain access to the Service until the end of your current billing period.

2.2 Automatic Renewal

Paid Subscriptions automatically renew until cancelled. We will notify you if the price of a Paid Subscription increases and, if required, seek your consent to continue. You will be charged between 00:00 and 01:00 (UTC) on the day the Paid Subscription period renews.

2.3 Exceptional Circumstances

While our standard policy is no refunds on unused subscription periods, refunds may be considered on a case-by-case basis at our sole discretion in exceptional circumstances, including but not limited to:

Technical issues that prevent access to the Service
Billing errors or duplicate charges
Service not as described

Any refund requests will be reviewed individually and may be refused at our discretion.

3. Subscription Cancellation

3.1 Cancellation Process

If you wish to cancel your subscription, you must contact us at help@cleio.ai at least 48 hours before the end of the current billing period.

To request cancellation:

Send an email to help@cleio.ai with:

Subject line: "Subscription Cancellation"
Your order number
The email address used to purchase the subscription

Your cancellation will take effect at the next payment date.

3.2 Effect of Cancellation

Upon cancellation:

You will retain access to the Service until the end of your current billing period
No refund will be provided for the remaining time in the current billing cycle
Your subscription will not renew for the subsequent period

4. Payment Failures

4.1 Uncollected Amounts

If we cannot charge your payment method for any reason (such as expiration or insufficient funds), and you have not cancelled your Paid Subscription, you remain responsible for any uncollected amounts.

4.2 Subscription Suspension or Cancellation

We reserve the right to suspend or cancel your Paid Subscription if we are unable to successfully charge your payment method to renew your subscription. We will make reasonable efforts to notify you before taking such action.

5. Refund Processing

5.1 Refund Requests

To request a refund under exceptional circumstances (as outlined in section 2.3):

Send an email to help@cleio.ai with:

Subject line: "Refund Request"
Your account email address
Order/transaction ID
Detailed explanation of circumstances

5.2 Processing Time

Refund requests will be reviewed within five (5) business days of receipt. If approved, refunds will be processed within seven (7) to ten (10) business days and issued to the original payment method.

6. Your Statutory Rights

6.1 Consumer Protection

This refund policy does not affect your statutory rights as a consumer under applicable consumer protection laws, including but not limited to the EU Consumer Rights Directive or UK Consumer Contracts Regulations.

6.2 Merchant of Record

Payment processing is handled by Paddle.com Market Limited, our Merchant of Record. Paddle's terms and conditions also apply to your purchase and are available at https://www.paddle.com/legal.

7. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify you of material changes via email or through the Service. Continued use of the Service after changes constitutes acceptance of the revised policy.

8. Contact Information

For questions about this Refund Policy or to submit a cancellation or refund request:

Email: help@cleio.ai
Website: https://cleio.ai