Scope
This Policy applies to subscriptions, add-ons and top-ups purchased directly from Cube27 IT Private Limited for CiteLadder. A signed enterprise agreement controls where it expressly provides different terms. Nothing here limits a refund or other remedy required by applicable law.
Subscriptions and ordinary cancellation
Where granted, an invitation-based trial requires no payment card and never charges at expiry.
Once a paid subscription is activated and made available, there is no general change-of-mind refund. Cancelling stops the next renewal and leaves access available through the current paid period; it does not refund the unused part of that period. See the Cancellation Policy at /cancellation-policy.
When we refund
- Duplicate charges, and charges above the confirmed purchase amount caused by our billing error.
- A purchase that was paid for but not delivered, where we cannot remedy it within a reasonable time.
- The unused prepaid amount of a paid Service we discontinue without your breach, where we cannot offer a reasonably acceptable alternative.
- Any refund that applicable law requires.
What is not, by itself, a refund basis
A change in AI answers, rankings, citations, traffic or another outcome we do not guarantee is not, by itself, a basis for a refund. This does not excuse a failure to provide functionality we expressly sold.
An add-on or top-up expiring under its purchase terms, or becoming unusable because the base subscription ended, does not by itself create a refund right.
Requesting a refund
Email contact@cube27.com from the account email, stating your workspace, the invoice or payment reference, the purchase date, the amount and the reason. Never send full card numbers, security codes, passwords or one-time payment codes.
We may ask for information reasonably needed to verify the purchase, and we will explain a rejection or any investigation we need to carry out.
Processing and payment method
An approved refund is returned to the original payment method. After we initiate it, Razorpay and your bank control when the funds appear; Razorpay currently estimates 7 to 10 business days for a normal refund, varying by payment method and bank. That is an estimate, not a guaranteed date. We will share the refund reference and help if the credit is delayed.
We do not deduct our payment-processing costs from a refund that corrects our own duplicate or incorrect charge, or from a refund the law requires in full.
Effect on access and tax records
A full refund revokes the remaining access granted by the refunded purchase from the time of the refund. Credits already used are not restored or clawed back. A partial refund does not cancel the subscription or remove remaining access. Refunding an add-on or top-up alone does not cancel the base subscription.
Every refund, full or partial, issues a credit note against the original invoice.
Please contact us about a disputed charge so we can investigate. This does not require you to give up a chargeback or any other right under law or payment-network rules.
Contact
Refund questions: contact@cube27.com.