Refund Policy

This Refund Policy sets out the circumstances in which CiteOptify, operated by Mirnesa Čalaković (“we”, “us”, or “our”), may issue refunds for purchases made on the platform. All transactions are processed by Paddle as our Merchant of Record. This policy supplements, and does not replace, Paddle's own buyer protection policies.

1. General Principle

Because CiteOptify delivers credits digitally upon purchase, our ability to issue refunds is limited. We assess refund requests on a case-by-case basis and will always aim to resolve genuine concerns fairly. If something went wrong, contact us before disputing the charge with your bank — we can usually resolve issues faster that way.

2. Refund Eligibility by Purchase Type

2.1 One-Time Audit Packs

A refund may be issued for a one-time Audit Pack purchase if:

• Unused credits, within 14 days: You have not used any credits from the pack and the request is made within 14 days of purchase
• Technical failure: A verified technical issue prevented you from accessing the service and we were unable to resolve it within a reasonable timeframe
• Material misrepresentation: The service materially differs from how it was described at the time of purchase

2.2 Monthly and Annual Subscriptions

• First payment — within 7 days: You may request a refund within 7 days of your first subscription payment if you have used fewer than 5 credits during that period
• Renewal payments: Refunds on renewal charges are not issued as a matter of course. Please cancel before your renewal date if you do not intend to continue. See our Cancellation Policy for details
• Renewal charged after confirmed cancellation: If you are charged after properly cancelling your subscription, contact us immediately and we will issue a full refund
• Persistent technical issues: If a verified technical problem prevented meaningful access to the service during a billing period, we may issue a partial or full refund at our discretion

2.3 Top-Up Credit Packs

Top-up packs follow the same eligibility criteria as one-time Audit Packs. A refund may be issued within 14 days of purchase if no credits from the top-up have been used.

3. Non-Refundable Circumstances

Refunds will not be issued where:

• Credits have been partially or fully consumed
• You are dissatisfied with AI-generated audit results or recommendations (Output is provided on an “as is” basis and does not guarantee specific outcomes — see our Terms and Conditions)
• You chose not to use credits after purchasing them (without a qualifying technical or misrepresentation reason)
• Your account was suspended or terminated for violation of our Terms and Conditions
• A subscription renewal payment was made and the account was used within the new billing period
• The request falls outside the applicable eligibility window described in Section 2

4. EU / EEA Statutory Rights

If you are located in the European Economic Area, you may have a statutory 14-day right of withdrawal from digital service contracts under EU consumer law. This right applies from the date of purchase and may be lost if you have begun using the service (i.e., consumed credits) before the 14-day period expires. To exercise this right, contact us at the address below with a clear statement of your intention to withdraw. We will process the refund within 14 days.

Please note that CiteOptify is a business-to-business (“B2B”) platform. If you are purchasing in a professional capacity, EU consumer withdrawal rights may not apply.

5. How to Request a Refund

To submit a refund request, email us with the following information:

• The email address associated with your account
• The Paddle transaction ID or receipt number
• Date of the purchase
• The type of purchase (Audit Pack, subscription, top-up)
• Number of credits used from the purchase, if any
• Reason for the refund request

Send requests to: [email protected]

6. Refund Processing

6.1 Review Timeline

We will acknowledge your request within 2 business days and provide a decision within 5 business days. Complex cases may take longer; we will keep you informed.

6.2 Approved Refunds

When a refund is approved:

• The refund is processed through Paddle back to your original payment method
• Bank processing time is typically 5–10 business days depending on your card issuer
• Any credits associated with the refunded purchase will be removed from your account

6.3 Partial Refunds

Where only a portion of a purchase was unused, we may offer a partial refund calculated on a pro-rata basis, taking into account credits consumed and time elapsed since purchase.

7. Service Credits as an Alternative

Where a cash refund is not warranted but we acknowledge a legitimate service issue, we may offer service credits as an alternative remedy. Service credits:

• Are added directly to your account balance
• Can be used for any audit on CiteOptify
• Do not expire
• Cannot be transferred or redeemed for cash

8. Disputed Charges (Chargebacks)

If you believe a charge is incorrect or unauthorised, please contact us before filing a chargeback with your bank or card issuer. We can typically resolve billing disputes faster than the chargeback process. To dispute a charge:

• Email us with your transaction ID and a description of the issue
• We will investigate and respond within 5 business days

Initiating a chargeback without first contacting us may result in your account being suspended while we respond to the dispute with your payment provider.

9. Abuse of Refund Policy

We reserve the right to decline refund requests that we determine to be fraudulent or abusive, including but not limited to:

• Repeated purchase-and-refund behaviour across multiple periods
• Misrepresentation of credit usage or account activity
• Multiple refund claims for the same or similar circumstances

Customers engaging in refund abuse may have their accounts suspended.

10. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated by email to active customers and by an updated effective date at the top of this page. Continued use of the platform after the effective date constitutes acceptance.

11. Contact

For refund requests or questions about this policy, contact:

Last updated: 19 February 2026