Refunds & Cancellations

This document explains how cancellations and refunds work for subscriptions. The goal is to make expectations clear and reduce disputes.

1) Subscription cancellation

• You can cancel a paid plan at any time from account settings or by contacting support.
• Cancellation stops the next renewal. Access stays active until the end of the current billing period, unless stated otherwise at checkout.
• We do not provide prorated refunds for unused time in the current billing period, unless required by applicable law.

2) Refund eligibility

Refunds may be granted in the following situations. If these conditions are not met, the request may be declined.

• Billing error: duplicate charge, incorrect amount, or wrong charge.
• Unauthorized transaction: If you suspect your account was misused, contact us immediately so we can investigate.
• Service not provided as described: if relevant and verifiable.

Time limit: Submit your refund request within 14 days from the charge date, unless the law requires a longer period.

3) Non-refundable items

• Fees for a billing period that has been significantly used, unless there is a verified billing error.
• Requests submitted after the refund request window has ended.
• Third-party fees such as bank/payment provider fees, if applicable.
• Abuse of trials/promotions or fraudulent activity.

4) Trial and first charge

• If you start a free trial, cancel before the trial ends to avoid being charged.
• If a charge happens after the trial because cancellation was late, refunds are generally not provided unless there is a verified billing error or required by law.

5) How to request a refund

Email support with the following information so verification can be faster:

• Your account email
• Invoice / transaction reference, if available
• Charge date and amount
• Billing descriptor: CATALOID
• A short explanation of the issue and the outcome you expect

Review time: We usually respond within 3 business days. Refund processing: After approval, refunds usually arrive within 5–10 business days, depending on the bank/payment method.

6) Chargebacks & disputes

Please contact support before filing a chargeback with your bank. Many billing issues can be resolved faster through support. Chargebacks can slow the process and may trigger account restrictions for fraud prevention.

7) Contact

Support email: support@catalo.id