Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy applies to Ciela AI, a product of Kingstone Systems ("Ciela," "we," "our," or "us"). It covers paid access plans, lifetime access, demo-volume add-ons, standalone Library or marketplace purchases, and any 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 Ciela, that signed agreement controls for the services it covers.

2. First Client Support Guarantee

On Client Track, we back your first-client push with a guarantee built around one verified 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 Track only, and only to purchases made on or after this policy's Last Updated date above; purchases made before that date keep the terms shown to them at purchase.

The guarantee requirements

Eligibility for either remedy is read from your own Ciela activity, not from paperwork, and depends only on actions you control. During your initial 90 days you must complete all of the following:

• First campaign launched within 14 days. Your first outbound send is accepted by a sending provider within 14 days of purchase.
• Attend all 12 group coaching calls. Every group coaching call scheduled during your 90 days, reserved and attended. No partial credit.

Performance that depends on prospect behavior, opens, replies, booked calls, 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, email support@ciela.ai within 14 days after your initial 90-day period ends, from the email on your Ciela account, stating which remedy you want. We verify the requirements on your account and, if it is complete and you attest that no paying client has closed, we apply the remedy you chose. 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 first-client coaching, plus four group coaching-call seats usable during the extension. Non-transferable, no cash value. Forfeits the refund remedy for this purchase.

Refund: A refund of the Client Track 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. Approval ends your remaining Client Track access, including unused coaching seats. An approved refund claim is issued manually by our team; it is not automatic the moment a claim is submitted. We target a decision within ten business days of your claim.

If a Ciela-caused issue blocks the work, sending infrastructure down on our side, a demo-generation outage, coaching unavailable, materially delayed lead fulfillment, an account we restricted in error, or a tracking failure on our side, email support@ciela.ai and we add matching days to your qualification window rather than disqualify you (a durable adjustment on your account, not a discretionary promise). Customer-caused issues, disconnected accounts, policy violations, ignored compliance warnings, unavailable payment, or voluntarily paused campaigns, do not automatically extend either window.

A claimed refund is manually reviewed before it moves: your claim enters a review queue, we verify the requirements and attestation, and if approved we issue the refund in Stripe. Approval ends your remaining Client Track access, including unused coaching-call seats. We target a decision within ten business days of your claim.

The exact requirements shown in your product at the time of purchase are the ones that apply to you at every stage; we never add conditions at claim time.

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.

When Ciela cannot fulfill a managed lead search or delivers fewer eligible leads than requested, we may restore unused or undelivered credits to your account. A credit restoration is not a cash refund.

4. Refund Exclusions

Unless required by law, for non-delivery of the service, in the case of a billing error, or as expressly agreed by us in writing, all sales are final and fees are non-refundable. We may deny refunds for excessive usage, abuse, policy violations, chargeback misuse, attempted resale of Ciela itself, or extraction of Ciela assets outside the rights granted by your 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 subscription at any time. You do not need approval or a reason to cancel, and any retention offer shown during cancellation is optional.

6. How to Cancel

1. Sign in to your Ciela account.
2. Open Settings.
3. Open Billing.
4. Choose Cancel access and confirm cancellation.

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

7. What Happens After Cancellation

Cancellation takes effect immediately. Paid Ciela access, campaigns, follow-ups, automations, lead tools, paid settings, Agency features, and other paid features are locked right away. Future renewal charges stop.

Canceling does not refund or credit the unused portion of the current billing period unless required by law, for non-delivery, in the case of a billing error, or as expressly agreed by us in writing.

8. Account and Data Retention

After cancellation, your workspace is generally kept for 14 days in case you resubscribe. After that, it may be permanently deleted. 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 believe you violated our Terms of Service, created risk for Ciela or others, failed to pay, abused credits or API access, harmed sender or platform reputation, or used the Service unlawfully. In those cases, refunds or prorated refunds are issued only at our discretion, where required by law, or where 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.