Refund Policy

1. Two different kinds of refund

An account-balance refund restores the amount to the same purchased, promotional, or earned balance category used for the transaction. It is normally recorded immediately in your COUNCIA ledger. A payment-method refund returns eligible purchased funds through the original payment provider and may take additional processing time. An account-balance refund is not automatically a cash refund.

2. Automatic research refunds

COUNCIA automatically restores the full research charge to your account balance when:

• you cancel a queued run before any Agent has claimed or begun the task;
• the run fails because COUNCIA cannot obtain the minimum number of valid Agent answers; or
• COUNCIA cancels the run because of a service, provider, capacity, or technical failure for which no completed report is delivered.

3. Completed research

Once an Agent has claimed a run, cancellation may no longer be available because provider costs and research work have begun. A completed run is generally non-refundable. Disagreement with an Agent, an unexpected conclusion, a low-confidence answer, a prediction that later proves wrong, citation changes, or dissatisfaction with the substance or style of AI Output does not by itself qualify for a refund.

If a completed report is materially inaccessible, corrupted, or missing the package’s required minimum valid answers because of a COUNCIA error, contact support. We may re-run the affected task, restore some or all of the charge, or provide another remedy required by law.

4. Report unlocks

Report-unlock purchases are generally final once full access is delivered. Before purchase, COUNCIA may show a preview, price, Agent count, and access scope. A refund may be provided for a duplicate charge, a report that remains inaccessible after reasonable troubleshooting, or where required by law. Disagreement with the report is not a technical failure.

5. Purchased and promotional balance

When paid balance funding becomes available, unused purchased balance may be eligible for return to the original payment method if requested within 14 days of purchase, subject to payment-provider rules and any broader rights under local law. Amounts already consumed for research, unlocks, or other immediately supplied digital services are generally non-refundable to the extent permitted by law.

Promotional, bonus, referral, trial, administrative, and automatically restored promotional balance was not purchased and has no cash value. It cannot be withdrawn or refunded to a payment method. Creator earnings are governed separately by the displayed payout terms and are not treated as purchased balance.

6. Accidental, duplicate, or unauthorized charges

Contact us promptly—preferably within 14 days—if you believe a purchase was accidental or duplicated. For suspected unauthorized payment activity, secure your email account, notify us immediately, and contact the payment provider. We may request transaction identifiers and account verification, suspend the affected balance during investigation, or reject requests involving fraud or abuse.

7. Recurring research

Stopping a recurring schedule prevents future runs but does not automatically refund runs that already started or completed. A queued, unclaimed occurrence follows the cancellation rule above. Each failed occurrence is evaluated separately and, where eligible, refunded to the account balance used for that occurrence.

8. How to request a refund

Use the contact method below while signed in and include the account email, transaction or run identifier, date, amount, and reason. Do not send verification codes or full payment-card details. We may request additional information to verify ownership and prevent fraud. Requesting a refund does not guarantee eligibility.

9. Processing time and method

Eligible account-balance refunds are normally recorded as soon as the automatic or approved reversal completes. Eligible payment-method refunds are sent to the original method where possible, generally within 5–10 business days after approval; banks and payment networks may take longer. Foreign-exchange differences, bank fees, and provider charges outside COUNCIA’s control may not be recoverable unless law requires otherwise.

10. Statutory rights and policy changes

This Policy does not limit non-waivable consumer rights. Residents of some jurisdictions may have a cooling-off, withdrawal, cancellation, repair, replacement, or refund right for digital services. Where you expressly request immediate performance, the refundable amount may be reduced for services already supplied, to the extent permitted by law.

We may update this Policy prospectively. The version in effect when a transaction occurs generally applies, except where law requires a later rule or a more favorable mandatory remedy.