Refund Policy
This Policy explains when a charge is returned to your COUNCIA balance and when an eligible payment may be returned to its original method.
Effective and last updated: September 8, 2026
1. Balance reversal and payment refund
A balance reversal restores the amount used by a session to your COUNCIA balance. A payment refund sends eligible purchased funds back through the original payment provider and may take longer.
2. Failed answers
COUNCIA may reserve the confirmed amount before work starts. If an added AI fails, that line item is released or restored while delivered answers remain charged. If the primary GPT answer fails, the whole reserved amount is restored. A cancelled queued session is handled the same way unless work has already completed.
3. Delivered answers
A session is delivered when the confirmation-screen deliverable is made available. Disagreeing with an AI, receiving an unexpected conclusion, or disliking the writing style does not by itself make a successfully delivered answer refundable. Contact us if the answer is inaccessible, corrupted, duplicated, or materially missing the promised selected-AI output.
4. Unused top-ups
Unused purchased balance may qualify for return to the original payment method when requested within 14 days, subject to payment-provider rules and broader rights under applicable law. Promotional balance has no cash value and cannot be withdrawn.
5. Duplicate or unauthorized charges
Contact us promptly, preferably within 14 days, about accidental duplicates. For suspected unauthorized payment activity, secure your email account, notify us, and contact the payment provider. We may request transaction and account verification.
6. How to request a refund
Use the email on the Contact page, preferably from your account email. Include the transaction or answer identifier, date, amount, and reason. Never send a one-time code or full payment-card details.
7. Timing and statutory rights
Approved balance reversals are usually recorded promptly. Approved payment-method refunds are generally sent within 5–10 business days, though banks may take longer. This Policy does not limit non-waivable consumer rights.