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 paid access plans, demo-volume add-ons, standalone Library or marketplace purchases, and other paid Ciela 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. First Client Support Guarantee

On Client Accelerator, we back your first-client push with a guarantee built around one active 90-day work period. Complete it and still have no paying client, and you choose the remedy: a coaching-support extension, or a refund of the price you paid. This guarantee applies to Client Accelerator only. The guarantee version, timezone, and calendar dates shown in your Client Accelerator workspace are frozen for your purchase.

The guarantee requirements

The guarantee has clear, specific requirements. They are the minimum consistency standard, not the maximum we recommend. They are the same actions that build your pipeline, help you improve every week, and let coaching address your real bottleneck, not separate guarantee homework. During your initial 90 days you must complete all of the following:

• Create and publish at least one personalized Ciela demo for one new business every calendar day. Complete all 90 calendar days. A demo must be published and live for that day's business; extra demos cannot replace a missed day.
• Attend every Outreach Q&A and Sales & Delivery Q&A live. Attend both weekly calls Ciela holds during your initial 90 days. Replays do not count, and a session Ciela cancels does not count as a missed session.

Ciela records published demos automatically for your 90-day checklist. Sending and following up are recommended, but are not guarantee requirements. Ciela does not verify external sending or require sending evidence.

Performance that depends on prospect behavior, opens, replies, booked calls, prospect attendance, or revenue, is never a requirement. Whether you have landed a paying client is your own attestation; we do not claim to independently prove its absence. A "paying client" means: An unrelated third party who pays at least $100 USD (or local equivalent) for a bona fide agency, automation, consulting, or related service you deliver during the guarantee period, net of full refunds or chargebacks.

Choosing your remedy

To claim, submit the form in your Client Accelerator workspace during Days 91–120, the 30 days after your initial 90-day period ends. Choose your remedy and confirm that no paying client has closed. If you cannot access your workspace, email support@ciela.ai from the email on your Ciela account. We review your native Client Accelerator tracker and relevant Ciela activity before applying the remedy. Choosing one remedy forfeits the other for this purchase. You cannot claim both, and there is no second work period required before the refund becomes available.

Coaching extension: A one-time 90-day extension of your Client Accelerator coaching and Ciela software access. Non-transferable, no cash value. Forfeits the refund remedy for this purchase.

Refund: A refund of the Client Accelerator price you actually paid. Available once, as an alternative to the coaching extension, after completing the guarantee requirements during your initial 90 days and confirming no paying client has landed. Choosing the refund forfeits the coaching extension. Add-ons, renewals, and unrelated charges are excluded. Your remaining Client Accelerator access ends when the refund is issued. A refund is not automatic when a claim is submitted. We will determine eligibility within ten business days after receiving your claim and any requested verification. When approved, the refund is submitted to the original payment method. Your bank's processing time may vary.

If a Ciela-caused issue blocks the work, including a demo-generation outage, unavailable coaching, an account we restricted in error, or a Ciela access issue, email support@ciela.ai. We count the specific demo day or coaching call that Ciela blocked as satisfied. A waiver does not extend the program or add new requirements. Customer-caused issues, policy violations, or choosing not to complete the work do not create a waiver.

The requirements shown at purchase and included in the Client Accelerator tracker are the ones that apply to you at every stage; we never add conditions at claim time. Day 1 is the first full calendar day after provisioning in the timezone frozen on your entitlement. Day 90 and the Days 91–120 claim window use full local calendar days in that same timezone.

3. Non-Refundable Usage Items

AI credits and your personalized-demo allowance are monthly 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.

4. Refund Exclusions

Except for an eligible Client Accelerator guarantee claim under Section 2, 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.

Usage within the limits of your purchased plan is not grounds for denying a First Client Support Guarantee claim. We may deny a guarantee claim if eligibility records were materially falsified, the payment was reversed or charged back, or the service was used unlawfully. For refund requests outside the guarantee, we may also decline a refund when the request arises from abuse, a material policy violation, attempted resale of Ciela itself, or extraction of Ciela 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 support@ciela.ai with the email on your Ciela account, your purchase date, and a short description of the issue.

5. Cancellation Eligibility

You may cancel an active Ciela renewal at any time. You do not need approval or a reason to cancel, and any retention offer shown during cancellation is optional. Client Accelerator is a one-time prepaid purchase and does not renew automatically.

6. How to Cancel

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

If you cannot access your account, email support@ciela.ai from the email address associated with your Ciela account.

Because Client Accelerator does not renew, there is no recurring charge to cancel. To end that access early, email support@ciela.ai.

7. What Happens After Cancellation

Canceling a Ciela renewal stops future renewal charges. Your Ciela access remains active through the end of the billing period you already paid for. Canceling that renewal does not affect a separate active Client Accelerator entitlement.

If you ask us to end prepaid Client Accelerator access early, that access ends when we process your request and does not affect a separate active Ciela renewal. Ending access early does not create a prorated refund unless required by law, for non-delivery, because of a billing error, or as expressly agreed by us in writing.

8. Account and Data Retention

Canceling a renewal 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 support@ciela.ai. We may need to verify your identity before acting on the request.

9. 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 or others, failed to pay, abused credits 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.

A conduct-related termination does not erase a First Client Support Guarantee remedy already earned under Section 2 unless eligibility records were materially falsified, the payment was reversed or charged back, or the service was used unlawfully. Other refunds or prorated refunds following termination are issued where required by law or expressly agreed by us in writing.

10. 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.

11. Contact

For refund, cancellation, billing, or data-retention questions, contact us at support@ciela.ai.