1. The guarantee
If you are a first-time subscriber to any paid plan, you can request a full refund within 14 days of your first payment. You do not need to give a reason. Send your request to queries@citablyai.com from the email address on your account.
2. Conditions
The guarantee applies to your first subscription payment only, and can be used once per customer.
- If you have used some tokens, we reduce the refund in proportion to the tokens consumed, at the plan’s effective token value.
- If you have run a Deploy action, meaning an interactive tool, an AEO article, or an llms.txt file published to a connected site, the guarantee no longer applies, because the core paid deliverable has been used.
3. Renewals and later payments
Renewals and later payments are not covered by the 14-day guarantee. To avoid the next charge, cancel before your renewal date. Cancelling stops future billing. Your access and monthly tokens run to the end of the current period, and top-up tokens carry over as described in the Terms of Service.
4. Token top-up purchases
A token top-up purchase is refundable within 14 days only if none of the purchased tokens have been used. Once any purchased top-up token has been used, that purchase is no longer refundable.
5. Yearly plans
Yearly plans follow the same 14-day window, measured from your first payment. After 14 days, we do not offer partial-period refunds for the remainder of the year.
6. Processing
Approved refunds are returned to your original payment method through Stripe, usually within 5 to 10 business days. Your card statement shows Vyda Labs LTD.
7. Your statutory rights
This policy does not affect your statutory rights. Consumers in the United Kingdom and the European Union keep all the legal rights they have under applicable law.
8. Contact
To request a refund or ask about this policy, email us at queries@citablyai.com. Citably is operated by Vyda Labs LTD. Our registered office is 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom.