Refund Policy

This policy explains when we refund money you have paid to Cleonhill Proprietary Limited for credits and subscriptions, and how to ask for one. It sits alongside our Terms of Service and applies to every purchase made on any plan.

1. What you are buying

Cleonhill sells credits. Credits are spent as the builder and agents do work — a single message costs one credit, however much work it takes. Other use of the service, including testing some kinds of agent, also consumes credits, and what a given action costs may change as the platform changes. A paid plan grants a set number of credits each month, and you can also buy top-up credits separately. Credits are a licence to use the service, not currency. They have no cash value, cannot be transferred, sold or exchanged for money, and cannot be moved between accounts.

Spending a credit makes us pay for computation at the moment it happens. That is why the rules below turn on whether a credit has been spent.

2. How long credits last

Monthly credits belong to their billing period. They reset at the start of each period and do not carry over. Top-up credits stay on your account for 12 months from the day you buy them, after which any unused balance lapses. Credits we give you at no charge, including the free allowance and anything granted as a promotion, goodwill or compensation, are never refundable for money.

3. The free plan

The free allowance costs nothing, so there is nothing to refund. Use it to decide whether Cleonhill works for you before you pay us anything. That is what it is for.

4. Your first paid purchase

If you are unhappy with your first paid purchase, tell us within 14 days of that purchase and we will refund it in full, provided you have used no more than 10% of the credits it bought. You do not need to give a reason.

If you have used more than 10%, we will refund the unused portion instead. This applies once per customer, to a first purchase only. Later purchases are covered by the sections below.

5. Subscriptions after the first period

You can cancel a plan at any time from your account. Cancelling stops the next payment. The plan and its credits stay active until the end of the period you have already paid for.

We do not refund part-used billing periods, because that period's credits were made available to you in full at the start of it. One exception: if a renewal charged you when you did not intend to continue, tell us within 7 days of that charge and we will refund it, provided you have not used that period's credits.

6. When the service is at fault

Credits are charged for the work the builder does, including work on a build that then fails or is stopped. That is deliberate, because it stops a failing build from being free to retry endlessly. It is not meant to charge you for our own faults.

So if credits were used up because of a fault on our side, such as an outage or a defect that consumed turns without ever being able to finish, tell us and we will put those credits back on your account. Please include the project and roughly when it happened. We check the build logs for that project, and those logs decide whether it was a fault on our side. Where it was, the remedy is credits returned to your account rather than money back.

This does not cover a build that ran correctly and produced a result you did not like. The builder is an AI, its output varies, and refining it over several turns is ordinary use of the product rather than a fault. It also does not cover faults in services outside our control, including your own hosting, the channels and platforms you connect to, or any third-party service you connect to your agent.

7. Duplicate and unauthorised charges

We refund duplicate charges in full once we confirm them. If you believe your payment method was used without your permission, email us straight away and tell your bank as well.

Please raise a problem with us before asking your bank to reverse a payment. A chargeback raised without contacting us first suspends the account it relates to while we deal with the bank, and we may set off any amount already refunded against it.

8. Enterprise

Enterprise agreements are refunded according to the contract signed with us. Where that contract and this page disagree, the contract applies.

9. When we will not refund

• credits you have already used, except under sections 6 and 7;
• credits granted at no charge, and credits that have lapsed under section 2;
• accounts closed or suspended for breaking the acceptable use rules;
• purchases made more than 12 months ago;
• the free allowance, which you did not pay for.

10. Fair use of this policy

This policy exists for customers who are genuinely unhappy or who were charged in error. It is not a way to use the service for free. Where an account shows a pattern of buying, spending and reclaiming credits, or of repeated requests we consider unreasonable, we may decline further refunds under this policy, and we may close the account. We will tell you if we do, and this does not affect your statutory rights.

Refunds under this policy are limited to what you actually paid us in the 12 months before the request.

11. How to ask

Email [email protected] from the address on your account, and tell us what you bought, roughly when, and what went wrong. We aim to reply within 5 working days and to return approved refunds within 10 working days, to the payment method you used. Your bank may take a few days longer to show it.

12. Your statutory rights

Nothing here reduces rights you have under the consumer law that applies to you. Where that law gives you a stronger right to a refund than this policy does, that law applies.

13. Changes

We may update this policy. The version in force when you made a purchase is the one that governs it, so a later change cannot remove a refund you were already entitled to.

14. Contact

Cleonhill Proprietary Limited, Gaborone, Botswana. [email protected]