Refund Policy

1. 14-day money-back guarantee

First-time subscribers to any paid plan (Starter, Pro, Business) are entitled to a full refund if they request it within 14 days of their first paid charge. No questions asked.

The 14-day trial we offer at signup already lets you test the full plan without a card. The money-back guarantee applies to the first paid month or year after the trial ends, in the rare case that something goes wrong on day one.

2. After the 14-day window

After the initial 14-day period, refunds are considered on a case-by-case basis. We will issue a full or partial refund when:

• The Service is unavailable for an extended period through our fault (more than 24 consecutive hours).
• A duplicate charge was made due to a technical error.
• Your subscription was charged after you cancelled it.
• You were charged for a feature you did not have access to.

We do not offer pro-rated refunds for unused time on monthly or annual subscriptions when cancellation is voluntary. You retain access until the end of the billing period you already paid for.

3. Annual subscriptions

Annual subscriptions are also covered by the 14-day money-back guarantee. After the 14-day window, annual subscriptions are non-refundable for the remainder of the term except for the reasons listed in section 2.

4. One-time add-ons

One-time purchases (Voice Top-up packs, AI Studio credits) are non-refundable once the credits have been consumed. Unused credits can be refunded within 14 days of purchase upon request.

5. How to request a refund

1. Email us at contact@ccustom.ai from the email address on your subscription.
2. Include your order ID (from the receipt email sent by Paddle) and a brief reason for the refund.
3. We aim to respond within 24 hours and process approved refunds within 5 business days.

Refunds are issued by Paddle (our payment processor) to the original payment method. Your bank may take an additional 3–10 business days to post the funds.

6. Cancellation

You can cancel your subscription at any time from your account settings. Cancellation takes effect at the end of your current billing period — you will not be charged again, and you retain access until then.

Cancelling does not automatically issue a refund. If you also want a refund for the most recent charge, please email us as described in section 5.

7. Chargebacks

If you have a billing concern, please contact us first — we can usually resolve issues faster than a chargeback through your bank. Unjustified chargebacks may result in suspension of your account, since Paddle (the Merchant of Record) absorbs the chargeback cost on our behalf.

8. Statutory consumer rights

This Refund Policy does not affect any statutory consumer rights you may have under the laws of your country (including the EU Consumer Rights Directive 2011/83/EU and similar legislation). Where local law grants you a longer or stronger right to refund or withdrawal, that right applies.

9. Changes

We may update this Refund Policy from time to time. Material changes take effect no earlier than 14 days after they are posted on this page. The effective date at the top reflects the most recent revision.