Refund Policy
Provider: CiteLyra ("we", "us") Contact: support@citelyra.com Version: 2026-07-09 · Effective: July 9, 2026
This Refund Policy explains how refunds work for credit purchases on CiteLyra. It supplements our Terms of Service; where they differ, the Terms of Service govern.
1. How credits work
Access to CiteLyra is purchased as credits. Credits are a one-time, pay-as-you-go currency and are consumed when you start a draft, based on document type and expected depth. Credits have no cash value and are non-transferable.
2. Automatic credit refunds for failed or cancelled drafts
When you start a draft, the required credits are reserved. If a draft fails or is cancelled before completion, the reserved credits are returned to your account balance automatically so you can use them again. This is a return of credits, not a cash refund.
3. Refunds of payments
Because credits are digital goods delivered immediately, credit-pack purchases are generally non-refundable once credits have been used. We will, however, consider refund requests in good faith, including where:
- credits were purchased but remain entirely unused, or
- a purchase was made in error or duplicated, or
- you are entitled to a refund under applicable consumer-protection law (including statutory withdrawal/cooling-off rights where they apply to you).
Approved monetary refunds are issued to your original payment method.
4. Merchant of Record
Payments are processed by our Merchant of Record, who acts as the seller for the transaction and handles billing, taxes, and payment disputes. Their terms also apply to your purchase, and monetary refunds are processed through them.
5. How to request a refund
Email support@citelyra.com from the address on your account, with your order or receipt reference and a short description of the issue. We aim to respond within a few business days.
6. Chargebacks
If you believe a charge is incorrect, please contact us first — we can usually resolve it faster than a bank dispute. Filing a chargeback without contacting us may result in suspension of your account pending review.