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, credit upgrades, top-ups, overages, the Agency add-on, 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. 7-Day First-Purchase Guarantee

Ciela offers a 7-day money-back guarantee on your first Ciela plan purchase. The 7-day period begins on the date of purchase. If Ciela is not the right fit, email support@ciela.ai within 7 calendar days of purchase and we will refund the covered plan charge and end paid access.

The guarantee applies only to your first Ciela AI, Ciela AI + VIP, or Lifetime Access purchase. It does not apply to renewals, top-ups, overages, credit upgrades, standalone Library or marketplace purchases, or Agency add-on fees after raw files are downloaded or after custom domains, API access, client portals, or other Agency-only features are used.

3. Non-Refundable Usage Items

Credits, top-ups, voice minutes, overages, and usage allowances 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.

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, covered by the 7-day first-purchase guarantee, or 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 plan 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 your purchase is covered by the 7-day first-purchase guarantee, required by law, or 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.