Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy applies to Ciela AI, a product of Kingstone Systems LLC ("Kingstone," "we," "our," or "us"). It covers the Ciela Agency subscription and trial, extra demo packs, AI balance top-ups, and other paid Ciela AI services unless a separate written agreement says otherwise.

This policy is part of our Terms of Service. If this policy conflicts with a separate signed agreement between you and Kingstone Systems LLC, that signed agreement controls for the services it covers.

2. Non-Refundable Usage Items

AI balance, your demo allowance, and extra demo packs are service meters, not cash balances. They have no cash value, cannot be transferred or redeemed, and are non-refundable except where required by law or expressly agreed by us in writing.

3. Refund Exclusions

Except for refunds required by law, non-delivery of the service, billing errors, or a separate written agreement, purchases are non-refundable once access or delivery begins.

We may decline a refund when the request arises from abuse, a material policy violation, a reversed or charged-back payment, attempted resale of Ciela AI itself, or extraction of Ciela AI assets outside the rights granted by the plan.

Refund decisions for edge cases, billing errors, or conduct-related terminations are handled by our team. Contact adhiraj@kingstonesystems.com with the email on your Ciela AI account, your purchase date, and a short description of the issue.

4. Cancellation Eligibility

You may cancel your Ciela Agency subscription or trial at any time. You do not need approval or a reason to cancel, and any retention offer shown during cancellation is optional.

5. How to Cancel

1. Sign in to your Ciela AI account.
2. Open Settings, then Plan & Billing.
3. Under Manage access, choose Cancel subscription and confirm in the dialog.

If you cannot access your account, email adhiraj@kingstonesystems.com from the email address associated with your Ciela AI account.

6. What Happens After Cancellation

Canceling ends your paid Ciela AI access right away and stops future charges. Your demo links stop working unless you have other active Ciela AI access. Canceling does not create a prorated refund for the rest of the billing period unless required by law, for non-delivery, because of a billing error, or as expressly agreed by us in writing.

7. Account and Data Retention

Canceling or ending paid access does not delete your workspace. After all paid access ends, your demos, conversations, history, and settings stay visible in a read-only state in case you resubscribe or want to export something. We do not schedule automatic deletion when you cancel. Permanent deletion only happens if you explicitly request it. Some billing, ledger, security, suppression, abuse-prevention, tax, and legal records may be retained as described in our Privacy Policy and as required for legitimate business or legal purposes.

To request deletion, export, or other data help, contact adhiraj@kingstonesystems.com. We may need to verify your identity before acting on the request.

8. Termination for Conduct Violations

We may suspend, restrict, or terminate access if we reasonably determine from account, service, or payment activity that you materially violated our Terms of Service, created a security or legal risk for Ciela AI or others, failed to pay, abused AI balance or API access, harmed platform integrity, or used the Service unlawfully. Except when immediate action is necessary to address fraud, security, payment, or legal risk, we will explain the basis for the action and how to contact support.

Refunds or prorated refunds following termination are issued where required by law or expressly agreed by us in writing.

9. Changes to This Policy

We may update this policy from time to time. The current version will be posted at ciela.ai/refund-policy with the Last Updated date above. If changes are material, we will provide additional notice where required.

10. Contact

For refund, cancellation, billing, or data-retention questions, contact us at adhiraj@kingstonesystems.com.