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Refund Policy

Effective Date: January 1, 2026 · Last Updated: January 1, 2026

Cliented is committed to customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for Cliented subscriptions and services.

1. 14-Day Money-Back Guarantee

New customers on the Starter and Business plans are eligible for a full refund within 14 days of their initial subscription payment if they are not satisfied with the platform, provided:

  • The refund request is submitted within 14 calendar days of the first payment date
  • The account has not violated our Terms of Service or Acceptable Use Policy
  • The request is submitted to billing@cliented.io with the account email and reason
  • The customer has not previously received a refund under this guarantee

This guarantee applies to initial purchases only, not renewals or upgrades.

2. Subscription Cancellations

You may cancel your Cliented subscription at any time. Upon cancellation:

  • Your subscription remains active until the end of the current billing period
  • No further charges will be made after cancellation is confirmed
  • Your account transitions to a read-only state after the billing period ends
  • Monthly subscriptions are not eligible for prorated refunds for unused time
  • Annual subscriptions are eligible for prorated refunds for unused months if cancelled within 30 days of purchase
  • After 30 days, annual subscriptions are non-refundable for the remaining term

3. Annual Plan Prorated Refunds

For annual plan refunds within the 30-day eligibility window:

  • Refund = (Number of full unused months ÷ 12) × Annual fee paid
  • Partial months are not included in the refund calculation
  • Transaction fees may be deducted where applicable
  • Refunds are returned to the original payment method within 5–10 business days

4. Service Credits for Downtime

If Cliented experiences uptime below our 99.9% monthly SLA commitment, eligible customers on paid plans may receive service credits:

  • 99.0–99.9% uptime: 10% monthly fee credit
  • 95.0–98.9% uptime: 25% monthly fee credit
  • Below 95% uptime: 50% monthly fee credit

Service credits must be claimed within 30 days of the SLA violation and are applied to future billing cycles. They cannot be converted to cash refunds.

5. Non-Refundable Items

The following are not eligible for refunds:

  • One-time setup, onboarding, or professional service fees
  • Custom implementation or integration work
  • Add-on features or usage-based charges
  • Training programs or educational resources
  • Subscriptions where Terms of Service have been violated
  • Renewal payments after the first billing cycle

6. Enterprise Contracts

Enterprise plan refund and cancellation terms are governed by the individual Master Services Agreement (MSA) and Statement of Work (SOW) executed between Cliented and the enterprise customer. Enterprise customers should contact their dedicated account manager for specific refund terms.

7. Billing Errors and Disputes

If you believe a billing error has occurred, contact billing@cliented.io within 60 days of the charge with your account email, the disputed charge amount and date, and a description of the error. We investigate and resolve legitimate billing disputes within 5 business days.

8. Refund Processing

Approved refunds are returned to the original payment method:

  • Credit card refunds: 5–10 business days
  • Bank transfer refunds: 3–7 business days
  • PayPal refunds: 3–5 business days

9. Changes to This Policy

Cliented reserves the right to modify this Refund Policy at any time. Material changes will be communicated with at least 14 days notice. Changes apply prospectively to new purchases.

10. Contact

  • Billing: billing@cliented.io
  • Support: support@cliented.io