Refund Policy

1. Company Information

This Refund Policy is provided by:

CODEGENIX LTD.
Academy House 11 Dunraven Place, Bridgend, Mid Glamorgan, United Kingdom, CF31 1JF
Company Number: 16808123
Email: refunds@catalystai.expert
Support: support@catalystai.expert

2. EU Consumer Right of Withdrawal

2.1 14-Day Cooling-Off Period

As a consumer in the European Union, you have the right to withdraw from your credit purchase within 14 days without giving any reason. This is known as the "cooling-off period" and is a statutory right under EU consumer protection law.

The 14-day period begins on the day of purchase. To exercise your right of withdrawal, you must inform us of your decision before the period expires.

2.2 How to Exercise Your Right of Withdrawal

To withdraw from a purchase, contact us using one of these methods:

• Email: refunds@catalystai.expert
• Use the contact form on our website
• Send written notice to: CODEGENIX LTD., Academy House 11 Dunraven Place, Bridgend, Mid Glamorgan, United Kingdom, CF31 1JF

Please include:

• Your name and email address associated with your account
• Your order/transaction reference number
• A clear statement of your decision to withdraw

2.3 Partial Use of Credits

If you have already used some of your purchased credits for services within the 14-day period:

• You can still exercise your right of withdrawal for the unused portion
• You will receive a proportional refund for unused credits only
• Credits already spent on completed services cannot be refunded

2.4 Express Consent for Immediate Service

By requesting immediate access to specialist services before the 14-day withdrawal period expires, you acknowledge and agree that:

• Services begin immediately upon your request
• You lose your right of withdrawal for services already fully performed
• This does not affect your right to refund for unused credits

3. 30-Day Refund Policy for Unused Credits

3.1 Eligibility

In addition to the EU 14-day cooling-off period, we offer an extended 30-day refund policy for unused credits:

• Request must be made within 30 days of credit purchase
• Credits must be completely unused
• Account must be in good standing (no violations of Terms of Service)
• One refund request per customer per 12-month period

3.2 Non-Refundable Credits

Credits cannot be refunded if:

• Any portion has been used for services
• More than 30 days have passed since purchase
• Credits were received as a bonus or promotion
• The account has been suspended or terminated for policy violations
• Previous refund was issued in the past 12 months

4. Refund Process

4.1 How to Request a Refund

To request a refund for unused credits:

1. Contact Support: Email refunds@catalystai.expert with:
   • Your account email address
   • Transaction/order reference number
   • Reason for refund request (optional but helpful)
2. Verification: We will verify your account status and credit usage within 1-2 business days
3. Approval: If eligible, we will approve your refund and send confirmation
4. Processing: Refund will be processed to your original payment method

4.2 Refund Timeline

Once your refund is approved:

• Processing Time: 3-5 business days from approval
• Bank/Card Issuer Time: Additional 5-10 business days depending on your financial institution
• Total Expected Time: 8-15 business days from approval to funds appearing in your account

You will receive email confirmation at each stage of the refund process.

4.3 Cancelled or Incomplete Services

If a service is cancelled before completion or a specialist fails to deliver:

• Full credit refund if no work has commenced
• Proportional credit refund based on work completed
• Option to cash refund within 14 days of cancellation
• Right to request a different specialist at no additional cost

4.4 How to Cancel a Service

To cancel an ongoing service:

• Contact support@catalystai.expert with your order reference
• Cancellation requests are processed within 24 hours
• Credits are returned to your wallet immediately upon cancellation approval

4.5 Refund Method

Refunds are issued to the original payment method used for the purchase:

• Credit/Debit Card: Refunded to the same card
• Alternative Payment Methods: Refunded via the same service

5. Service Quality Issues

5.1 Satisfaction Guarantee

If you are not satisfied with the quality of services provided by a specialist:

• Contact support@catalystai.expert within 7 days of service completion
• Describe the issue and provide supporting evidence
• We will review and may offer credit refund, service revision, or specialist rematch

5.2 Dispute Resolution

For disputed services, we will:

1. Review the service request and deliverables
2. Communicate with both you and the specialist
3. Make a determination within 5-7 business days
4. Issue appropriate remedies (partial/full credit refund, revision, etc.)

6. Special Circumstances

6.1 Technical Issues

If you experience technical problems that prevent you from using purchased credits:

• Report the issue immediately to support@catalystai.expert
• We will investigate and attempt to resolve the technical problem
• If the issue cannot be resolved, we will offer a full refund

6.2 Account Termination

If we terminate your account:

• Due to your violation: No refund for unused credits
• Due to platform closure or our decision: Full refund for unused credits

6.3 Exceptional Circumstances

We may consider refunds outside of this policy in exceptional circumstances (e.g., medical emergencies, force majeure). Contact refunds@catalystai.expert to discuss your situation.

7. Bonus Credits and Promotions

Special terms for promotional credits:

• Bonus credits received with purchases are non-refundable
• Promotional or gifted credits cannot be refunded
• When refunding a purchase with bonus credits, only the paid amount is refunded
• All bonus and promotional credits will be removed from your account upon refund

8. Currency and Exchange Rates

Refunds are processed in the original currency of purchase. If your bank or payment provider applies currency conversion, any exchange rate differences or conversion fees are not covered by this refund policy.

9. Your Consumer Rights

This refund policy does not affect your statutory consumer rights under EU law, including:

• Right of withdrawal for distance contracts (14 days)
• Rights related to non-conforming digital content
• Rights to remedies for defective services

If you believe your consumer rights have been violated, you may file a complaint with your national consumer protection authority.

10. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or prominent notice on our platform at least 30 days before taking effect. Your statutory rights under EU consumer law will always be preserved.