Refund Policy
We want you to be fully satisfied with Custom AI. This Refund Policy explains when and how you can request a refund for paid subscriptions — and, first of all, who processes your refund, which depends on where you bought the subscription.
0. Where you bought matters
If you subscribed inside the iOS app, your purchase was made from Apple, not from us. Apple is the seller of record for all App Store purchases, including annual subscriptions. Refunds are requested and decided by Apple at reportaproblem.apple.com. We cannot issue, approve or guarantee a refund for an App Store purchase, and we cannot control Apple's timing; we will support your request in writing on request. Sections 1, 2 and 6 below apply only to purchases made through our web checkout; sections 3–5 state the App Store rules explicitly.
To cancel an App Store subscription: iOS Settings → your Apple Account → Subscriptions → Custom AI. Cancelling in the app or deleting the app does not stop Apple billing.
1. 14-day money-back guarantee (web purchases only)
For web purchases only: 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. The money-back guarantee applies to the first paid month or year (web checkout only) 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 bought through our web checkout are covered by the 14-day money-back guarantee; after that they are non-refundable for the remainder of the term except for the reasons listed in section 2. Annual subscriptions bought in the iOS app are sold by Apple — the 14-day guarantee above does not apply to them, and any refund request must go to Apple at reportaproblem.apple.com. Your statutory rights under section 7 are unaffected.
4. How to request a refund
- App Store purchase: go to reportaproblem.apple.com, sign in with your Apple ID and choose the Custom AI subscription. Apple decides and processes the refund.
- Web purchase: email us at contact@ccustom.ai from the email address on your subscription, with your order ID (from your Paddle receipt) and a brief reason.
- For web purchases we aim to respond within 24 hours and process approved refunds within 5 business days; they are issued by our payment processor to the original payment method. Your bank may take an additional 3–10 business days to post the funds.
5. Cancellation
iOS app: cancel in iOS Settings → your Apple Account → Subscriptions → Custom AI. Web: cancel from your account settings. In both cases 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, follow section 4.
6. Chargebacks (web purchases)
If you have a billing concern about a web purchase, 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. For App Store purchases, billing disputes are handled by Apple.
7. 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.
8. 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.