Refund Policy

1 Overview

This Refund Policy applies to all paid subscriptions and institutional licence fees charged by Crizac Limited ("Crizac") for access to the Crizac Ai Studio platform and its products, including LLM Citation Intelligence (Model II) and AI-Conducted Compliance Interviews (Model I).

Our services are delivered digitally. All subscription fees are charged in advance. By purchasing a subscription or licence, you acknowledge that you have read and understood this policy.

2 Refund Eligibility

You may be eligible for a full or partial refund in the following circumstances:

• Service unavailability: If the Platform experiences a verified outage exceeding 48 cumulative hours within a billing period due to causes within Crizac's control, a pro-rata credit or refund will be provided for the affected period.
• Substantial non-delivery: If a contracted feature or product is not delivered within 30 days of the agreed start date and no alternative has been agreed, a full refund of fees for the undelivered portion may be issued.
• Duplicate payment: In the event of an accidental duplicate charge, the duplicate amount will be refunded in full promptly.
• New subscriptions: Monthly subscriptions cancelled within 7 days of the first payment (and where no significant usage has occurred) may qualify for a full refund at our discretion.
• Annual subscriptions: Annual licences cancelled within 14 days of the initial payment, where usage has been minimal, may qualify for a pro-rata refund less any administrative fees.

3 Refund Schedule

4 Non-Refundable Items

The following are not eligible for refunds:

• Fees for subscription periods where the Platform has been used, regardless of whether outputs were satisfactory.
• Fees for completed compliance interviews (Model I) — each interview is consumed upon completion.
• One-time setup, onboarding, or integration fees.
• Fees for add-on reports or bespoke analysis already delivered.
• Subscriptions cancelled after the initial cancellation window (7 days for monthly, 14 days for annual).
• Dissatisfaction with AI model outputs, as LLM responses are non-deterministic by nature and vary across queries.
• Fees where account suspension resulted from a breach of our Terms & Conditions by the user.

5 How to Request a Refund

To request a refund, please contact us with the following information:

• Your full name and registered email address.
• Your institution or organisation name (if applicable).
• The invoice number or transaction reference for the charge in question.
• A clear description of the reason for your refund request.
• Any supporting evidence (e.g., screenshots of an error, confirmation of a duplicate charge).

We will acknowledge your request within 2 business days and aim to provide a decision within 7 business days of receiving all necessary information.

6 Processing Timeline

Approved refunds are processed as follows:

• Card payments: Refunded to the original payment method within 5–10 business days, depending on your card issuer.
• Bank transfer / invoice payments: Refunded by bank transfer within 10–15 business days of approval.
• Account credits: Where a credit is offered in lieu of a refund, it will be applied to your account within 3 business days and can be used against future invoices.

Crizac is not responsible for delays caused by your bank or payment provider.

7 Cancellation Policy

You may cancel your subscription at any time. To cancel:

• Contact your Crizac account manager or email billing@crizac.com with your account details.
• Cancellations must be received at least 30 days before the next renewal date to avoid billing for the following period.
• Following cancellation, access to the Platform will continue until the end of the current paid period; no pro-rata refund is provided for unused days in that period (unless otherwise eligible under Section 2).

Annual licences that are cancelled outside the 14-day initial window will not receive a refund for the remaining term but access will continue to the end of the licence period.

8 Billing Disputes

If you believe you have been charged incorrectly, please notify us within 60 days of the charge date. Disputes raised after 60 days may not be eligible for review.

We will investigate all billing disputes in good faith and respond within 10 business days. If we identify an error, we will correct it promptly and issue any applicable refund or credit.

If you are a consumer and we are unable to resolve your dispute to your satisfaction, you have the right to seek redress through the UK's Alternative Dispute Resolution (ADR) schemes or through the courts.

This Refund Policy does not affect your statutory rights under UK consumer protection legislation, including the Consumer Contracts Regulations 2013 where applicable.