Refund & Cancellation Policy

• Within 7 days of paying, you can get your money back for the credits from that payment you haven't used yet. The same rule applies to credit packs and plans.
• How much you get back: the same share of the price as the share of its credits still unused. For example, if 600 of a pack's 1,000 credits are unused, we refund 60% of the price. If none are used, we refund the full price.
• Which credits are used first: we always use your oldest credits first, including free starting credits. So the credits from a new purchase stay unused until your older credits run out.
• Plans: if we refund all of a plan payment's credits, the 30 days that payment paid for end then. After a partial refund, the plan keeps running until its 30 days end.
• Deleting your account or a workspace: credits and plan time in a deleted workspace end with it, and deleting doesn't refund them by itself. If you're due a refund under this section, email us your invoice number before you delete.
• After 7 days, or once the credits from a payment are used or have expired, that payment can't be refunded, except in the cases in sections 3, 4 and 11, or where the law says otherwise.

• Plans don't renew automatically. You pay for 30 days at a time. We never take money from you on our own: you only pay when you choose to. We remind you 3 days before a plan ends.
• To cancel a plan: a workspace owner or admin opens Settings › Plan & billing and chooses Stop payment reminders. We stop reminding you to pay. The plan stays active until its 30 days end. Then your workspace moves to the Free plan and keeps its credits until they expire.
• Cancelling doesn't refund the days left. Within 7 days of paying, you can still get your money back for the plan's unused credits (section 1).
• Switching plans: a new plan starts straight away and ends the days left on the old one. There's no money back for those days, but your credits stay. To use every day you paid for, switch when your current plan ends.

Before a job starts, cuil.si shows its cost and holds those credits. If the job fails, all the held credits come back to your workspace automatically. If it costs less than shown, you pay only what it really cost, never more.

• You don't like the result: if a job finishes but the result isn't what you wanted, the credits have been used and can't be given back. You can change your words or settings and try again.
• Something went wrong on our side: if a result is broken because of a problem on our side (for example, a blank video), or you were charged for a job that failed, email us and we'll return the credits.

• Payment still being checked: if the payment page closes or your bank is slow to confirm, it can take longer than usual, sometimes a few hours. We keep checking with the payment company automatically for up to 2 days, so please don't pay again. As soon as the payment is confirmed, your credits or plan are added.
• Not confirmed after 2 days: the payment shows as “Cancelled” in Settings › Plan & billing, and nothing is added. If money did leave your account, see the next points.
• Money taken, but the payment failed: your bank or the payment company sends it back automatically. For card and UPI payments, the Reserve Bank of India says this must happen within 5 days of the payment. If your bank is late, it must pay you ₹100 for every extra day (RBI rules on failed transactions, circular of 20 September 2019). For netbanking, your bank's own times apply, which are usually similar. These RBI times apply to payments made in India through NTT DATA Pay. Once we add international card payments through Stripe, the card company's own times will apply to those.
• If the money hasn't come back in that time, contact your bank with the transaction ID, and email us: we will check with the payment company for you. You can also complain to the RBI Ombudsman (the RBI's free complaint service).
• Paid, but nothing was added: if money left your account but your credits or plan didn't arrive (for example, the payment shows as “Cancelled”), email support@cuil.si with the transaction ID. We reply within 2 working days, check with the payment company, and then add what you bought or refund you in full. A refund is sent within 5 working days.
• Charged twice for the same purchase: tell us and we refund the extra payment in full. If the extra payment added credits, those credits are removed when it is refunded.

1. Email support@cuil.si from the email address of your account (a workspace owner or admin), with the subject “Refund request”.
2. Include your invoice number (it starts with “GIN-” and is on the invoice in Settings › Plan & billing). If there's no invoice, include the date, the amount and the transaction ID from your bank or payment app.
3. We reply within 2 working days and tell you whether the refund is approved and how much it is. If it's approved, we send it within 5 working days.

• Approved refunds go back to the way you paid: the same card, UPI account or bank account. We can't refund to a different account or in cash.
• We send an approved refund within 5 working days. After we send it, it usually arrives in 1 to 3 working days for UPI and 5 to 7 working days for cards and netbanking, depending on your bank. Once we add international card payments through Stripe, refunds to those cards can take 5 to 10 working days.
• We refund the amount you paid us, including GST. We can't refund fees your own bank charged, such as currency conversion fees.
• You'll see “Refunded” next to the payment in Settings › Plan & billing (or a “Partly refunded” note for a partial refund), and the invoice shows the refund.

When a payment is refunded, the credits it added are removed from your workspace: all of them for a full refund, or the matching share for a partial refund. Your balance never goes below zero. A full refund of a plan payment also ends the 30 days that payment paid for.

• Please contact us first. We can usually fix a payment problem faster than a bank dispute can.
• If you dispute a payment with your bank, the payment company asks us for evidence. We then share the order details, the invoice, how the credits were used, and this policy.
• While a dispute is open, credits from that payment that haven't been used yet may be removed. If the dispute is decided in our favour, email us and we'll add those credits back. If it's decided in your favour, your bank returns the money.
• Disputing a payment for credits you have already used may lead to the account being suspended, as our Terms & Conditions explain.

Starting credits and other free or promotional credits have no cash value and can't be refunded or exchanged for money.

• Credits are valid for 12 months from the day they're added to your workspace, whether you bought them, got them with a plan or got them free. We always use your oldest credits first.
• We remind workspace owners and admins by email and in cuil.si 30 days and again 7 days before any credits expire, so there's time to use them.
• When credits expire, they're removed from your balance. Expired credits can't be refunded or brought back.

If we close your account without you breaking our Terms & Conditions, or stop offering cuil.si, we refund the paid credits you haven't used, whenever you bought them. We tell you first (at least 30 days before, when we stop the service).

Nothing in this policy takes away rights you have under consumer law, such as India's Consumer Protection Act, 2019. If you're not happy with how we handled a refund, you can write to our Grievance Officer (details on our Contact page).