Refund Policy

This Refund Policy explains when payments for Celeris paid Plans can be refunded. It forms part of our Terms of Service.

Who processes payments

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries related to payments and handles returns. Approved refunds are issued by Paddle to your original payment method.

14-day money-back guarantee

If Celeris isn't right for you, you can get a full refund of the first payment of a new paid subscription. You must request it within 14 days of that payment. The guarantee applies to every billing interval, including annual and long-term (ten-year) Plans.

When we refund under this guarantee, your subscription is cancelled right away and your Account moves to the Free plan. Usage fees are not covered by the guarantee. We may decline repeat requests from a customer who has already received a refund under it.

What is not refundable

Except where this policy or the law says otherwise:

• Renewal payments are not refundable, whatever the billing interval.
• Usage fees for messages, connection minutes and channel minutes are not refundable, because they pay for service already delivered.
• Unused time is not refunded. When you cancel or move to a lower Plan, you keep your current Plan until the end of the paid interval, and we don't give partial or pro-rated refunds.
• Service credits under our Service Level Agreement are credits against future fees, not cash refunds.

The Free plan is never charged.

When we refund part of a payment

We will refund the prepaid base fees for the unused part of your billing interval if:

• we materially reduce the core functionality of your paid Plan and you cancel as a result;
• we discontinue the Service; or
• we terminate your Account for convenience, as described in our Terms.

Duplicate charges and billing errors are always refunded in full.

Cancelling your subscription

You can cancel at any time from Billing → Manage subscription in your dashboard, or by emailing support@useceleris.com. Cancelling stops future renewals, and your Plan stays active until the end of the current paid interval.

How to request a refund

Email support@useceleris.com from your account's email address. Include your order or transaction ID, which you can find in your Paddle receipt. You can also contact Paddle directly at paddle.net.

We aim to reply within 2 business days. Once a refund is approved, it can take up to 14 days to appear on your statement, depending on your bank.

Your statutory rights

Nothing in this policy limits your rights under applicable consumer protection law. This includes the 14-day right of withdrawal that consumers in the European Union, the United Kingdom and some other jurisdictions have under Paddle's Buyer Terms.

Chargebacks and refund abuse

Please contact us before disputing a charge with your bank. We can usually resolve billing problems faster directly. Paddle may refuse a refund where it finds evidence of fraud or refund abuse. While a chargeback is open, we may suspend the related Account.