Refund Policy.

1.1.CreateLixir Technologies (“CreateLixir”, “we”, “us”, or “our”) is committed to transparent, fair, and consistent billing practices. This Policy sets out the circumstances in which refunds may be considered, the process by which refund requests are evaluated, and the manner in which approved refunds are processed.

1.2.This Policy applies to all users of the CreateLixir platform, applications, application programming interfaces, and related services (collectively, the “Services”), including individual subscribers, team subscribers, and enterprise customers, save where an executed enterprise agreement expressly provides otherwise.

1.3.The purpose of this Policy is to ensure consistency and fairness across every refund request received by CreateLixir. Requests shall be evaluated on their own merits, having regard to the facts of the case, the applicable subscription plan, the timing of the request, and any regulatory obligations that may apply in the user’s jurisdiction.

1.4.This Policy should be read together with the CreateLixir Terms of Service, Billing Policy, and Privacy Policy. In the event of a conflict between this Policy and an executed enterprise agreement, the enterprise agreement shall prevail solely with respect to its subject matter.

Subscription fees are generally non-refundable. Notwithstanding the foregoing, CreateLixir shall consider refund requests in good faith where the request falls within one or more of the situations enumerated below.

2.1 Situations Ordinarily Eligible

1. duplicate payments arising from a technical error, a payment provider issue, or an accidental multiple checkout;
2. accidental purchases initiated in error and reported to CreateLixir within a reasonable time following the transaction, before the service has been meaningfully consumed;
3. incorrect billing caused by a technical issue attributable to CreateLixir, its payment processor, or its billing infrastructure;
4. unauthorized transactions, following verification of the user’s identity and completion of the applicable investigation;
5. material and unresolved service failures affecting the user’s ability to access or use the Services during the relevant billing period;
6. erroneous charges resulting from an act or omission of CreateLixir; and
7. such other exceptional circumstances as CreateLixir may determine warrant a refund on grounds of good faith, fairness, and consumer protection.

2.2 Individual Evaluation

Each refund request shall be evaluated individually on its own facts. Approval of a refund in one instance shall not create an entitlement to refunds in future instances, nor shall it establish a precedent binding on CreateLixir. CreateLixir shall use reasonable judgement, informed by the nature of the request, the supporting evidence provided, and the applicable law of the user’s jurisdiction.

2.3 Timing of Requests

Users are encouraged to submit refund requests as promptly as possible following the event giving rise to the request. Delayed requests may still be considered, but the ability of CreateLixir to investigate the matter and to obtain cooperation from the payment provider may be materially impaired by the passage of time.

For the avoidance of doubt, and save where applicable law requires otherwise or where a refund is expressly granted by CreateLixir under Section 2, the following categories of purchase are generally not eligible for a refund:

1. partial subscription periods, including the unused portion of a billing cycle following a mid-cycle cancellation or downgrade;
2. renewals that were not cancelled prior to the applicable renewal date, where the user retained access to the Services during the renewed period;
3. services already consumed, including AI request allowances, token allowances, storage usage, and other quantitative entitlements that have been drawn down against the applicable plan;
4. purchases made using promotional codes, discounts, credits, or other special offers, save where the promotional terms expressly provide for a refund;
5. misunderstanding of plan features or capabilities after the subscription has been activated, where accurate plan descriptions were made available at the time of purchase; and
6. subscription periods during which the user did not actively use the Services, absent a material and demonstrable service failure attributable to CreateLixir.

4.1 Monthly Subscriptions

Monthly subscriptions renew on the anniversary date of each month. Where a user cancels a monthly subscription mid-cycle, the user shall retain access to the paid capabilities of the applicable plan until the end of the billing period for which the user has already paid. Partial refunds shall not ordinarily be issued in respect of the unused portion of the cycle.

4.2 Annual Subscriptions

Annual subscriptions are paid in advance for a period of twelve months. Where a user cancels an annual subscription mid-term, the user shall retain access to the paid capabilities until the end of the annual term for which the user has already paid. Prorated refunds for the unused portion of an annual term may be considered on a case-by-case basis, taking into account the reason for cancellation and any consumption of services during the term.

4.3 Cancellation Timing

Cancellations shall be effective at the end of the then-current billing period. Users may cancel a subscription at any time through the Billing section of the CreateLixir Settings surface, subject to the availability of the Billing functionality following the general availability launch of paid subscriptions.

4.4 Effect of Subscription Changes

Subscription upgrades and downgrades are governed by Section 8 of this Policy. Where a subscription change results in a change to the applicable fees, the associated billing adjustments shall be applied to the user’s next invoice or shall be charged immediately at CreateLixir’s discretion.

5.1.CreateLixir shall use reasonable efforts to ensure that all charges are calculated and applied accurately. Where a billing error is identified, whether by the user or by CreateLixir, CreateLixir shall investigate the matter in good faith and, where the error is verified, shall correct the error promptly.

5.2.Verified billing errors that CreateLixir shall correct include, without limitation:

1. incorrect charges applied due to a system misconfiguration, promotional code failure, or plan-selection issue;
2. technical billing errors arising from a defect in the CreateLixir billing infrastructure or in the payment processor’s systems;
3. duplicate invoices issued for the same subscription period without offsetting credit notes;
4. unexpected renewals occurring where the user’s cancellation was received but not processed correctly by the system; and
5. payment processing issues that resulted in a charge without the corresponding provisioning of Services, or the provisioning of Services without a corresponding charge that the user has affirmatively acknowledged.

5.3.Where a billing error results in an overcharge, the overcharged amount shall be refunded to the original payment method or, at the user’s election and where operationally feasible, applied as a credit to future invoices. Where a billing error results in an undercharge, CreateLixir may issue a corrective invoice in respect of the shortfall.

6.1.Duplicate payments arise where the same transaction is charged more than once against the user’s payment method in respect of a single subscription period, purchase, or billing event. Duplicate payments may result from a transient failure of the payment processor, a browser or network interruption during checkout, or an inadvertent retry initiated by the user.

6.2.Duplicate payments may be identified through automated reconciliation performed by CreateLixir and its payment processor, through user-initiated reports, or through routine account reviews. Where a duplicate payment is identified, CreateLixir shall verify the transaction history with the payment processor and confirm the duplication.

6.3.Upon verification, the duplicate payment shall be refunded to the original payment method used for the duplicated transaction. Refunds shall be processed as promptly as reasonably practicable and shall reach the user within the standard processing time of the applicable payment provider, which is typically five (5) to fifteen (15) business days.

6.4.Users who suspect a duplicate payment are encouraged to contact CreateLixir support and to provide the invoice reference or transaction identifier, the date and amount of each of the suspected duplicate charges, and the last four digits of the payment method used, to accelerate investigation and resolution.

7.1.An unauthorized transaction is a charge that was made against the user’s payment method without the user’s authorization, consent, or knowledge. Unauthorized transactions may arise from compromised credentials, compromised payment instruments, family or household members using a shared device, or fraudulent activity by a third party.

7.2.Users who identify an unauthorized transaction should report it to CreateLixir as promptly as possible. Reports may be submitted to support@createlixir.com and should include the transaction reference, the date and amount of the charge, and any information relevant to the investigation.

7.3.CreateLixir shall, upon receipt of a report, initiate an investigation. The investigation may require the user to verify identity through reasonable means, including confirmation of account ownership, verification of the registered email address, or completion of an identity check consistent with the practices of CreateLixir and its payment processor.

7.4.CreateLixir shall cooperate with the applicable payment provider and, where relevant, with law-enforcement authorities, in the investigation and resolution of unauthorized transactions. Fraud-prevention measures, including temporary account restrictions or the invalidation of stored payment credentials, may be applied as reasonably necessary to protect the user, the Services, and other users.

7.5.Where an unauthorized transaction is verified, the charge shall be refunded to the original payment method used for the transaction. Where the account has been compromised, CreateLixir shall assist the user in securing the account and in restoring rightful access.

8.1 Upgrades

Users may upgrade a subscription at any time. Upgrades take effect immediately, and the user shall receive access to the capabilities of the destination plan at once. Where an upgrade is initiated mid-cycle, the charges shall be prorated on a daily basis relative to the remaining days of the current billing period, in accordance with the Billing Policy.

8.2 Downgrades

Users may downgrade a subscription at any time. Downgrades take effect at the end of the then-current billing period, save where an alternative effective date is agreed in writing. Downgrades do not entitle the user to a refund in respect of the unused portion of the current billing period.

8.3 Feature Access After Downgrade

Following the effective date of a downgrade, capabilities available only under the previous plan shall no longer be accessible. Where the destination plan provides for lower quantitative entitlements — including project limits, workspace limits, seat limits, or storage allocations — the user shall be responsible for bringing the account into compliance with the destination plan prior to the effective date. Content in excess of the destination plan’s entitlements may be archived, made read-only, or otherwise suspended by CreateLixir in accordance with the Billing Policy.

8.4 Subscription Changes and Refunds

A subscription upgrade shall not, of itself, give rise to a refund in respect of the previous plan. A subscription downgrade shall not, of itself, give rise to a refund in respect of the difference between the previous and destination plan fees for the current billing period. Requests to depart from this general rule shall be considered on their own facts in accordance with Section 2 of this Policy.

9.1.Enterprise subscriptions may be governed by custom contractual arrangements between CreateLixir and the customer, including master service agreements, order forms, statements of work, and data processing addenda.

9.2.Such executed agreements may specify custom billing terms, custom refund provisions, and custom procedures for handling disputed charges, chargebacks, and account reconciliation. Where such executed provisions exist, they shall prevail over this Policy solely with respect to their subject matter.

9.3.In the absence of a specific provision in the executed enterprise agreement, this Policy shall apply mutatis mutandis to the enterprise subscription. Enterprise customers may contact the CreateLixir sales team at sales@createlixir.com to discuss custom refund provisions or amendments to the executed agreement.

10.1.Users experiencing an issue with a charge are strongly encouraged to contact CreateLixir support prior to initiating a chargeback with their card issuer, bank, or payment provider. Direct communication with CreateLixir is ordinarily the fastest and most reliable route to resolution, and permits CreateLixir to correct genuine errors before formal dispute mechanisms are engaged.

10.2.Upon receipt of notice of a chargeback or a payment dispute, CreateLixir shall investigate the matter in good faith. The investigation may include the review of transaction logs, account activity, service usage, and any prior communications between the user and CreateLixir.

10.3.During the investigation, CreateLixir may apply temporary restrictions to the account, including restrictions on write operations, AI capabilities, or the ability to initiate further charges. Such restrictions shall be lifted upon the resolution of the dispute, subject to the outcome of the resolution and the settlement of any outstanding balances.

10.4.Chargebacks initiated without prior contact with CreateLixir, or chargebacks pursued in circumstances where the user has continued to use the Services, may give rise to additional administrative fees, to the suspension of the account, and to such other remedies as are available to CreateLixir under applicable law and the applicable payment network rules.

10.5.Where a chargeback is successfully defended by CreateLixir, the original charge shall stand and the user shall remain responsible for any resulting balance, administrative fees, and reasonable costs incurred by CreateLixir in defending the dispute.

11.1 Submitting a Refund Request

Refund requests may be submitted in writing to support@createlixir.com or through the Contact form available on the CreateLixir website. Users are encouraged to include the following information to accelerate review:

1. the registered email address associated with the CreateLixir account;
2. the invoice reference, transaction identifier, or the date and amount of the charge in question;
3. the reason for the refund request, together with any supporting evidence such as screenshots, bank statements, or communications with the payment provider;
4. where applicable, the last four digits of the payment method used, to assist with reconciliation;
5. the desired outcome — for example, refund to the original payment method, application as a credit to future invoices, or such other remedy as the user may propose; and
6. any additional context that the user considers relevant to the fair evaluation of the request.

11.2 Review Process

CreateLixir shall acknowledge receipt of the refund request within a reasonable time following submission, and shall communicate its determination in writing once the review has been completed. Where additional information is required to complete the review, the request may be paused pending receipt of such information.

11.3 Processing Times

Where a refund is approved, CreateLixir shall initiate the refund as promptly as reasonably practicable. Refunds shall ordinarily reach the user within five (5) to fifteen (15) business days of initiation, subject to the standard processing times of the applicable payment provider, banking network, and jurisdiction.

11.4 Refund Method

Refunds shall, where technically feasible, be issued to the original payment method used for the transaction. Where the original payment method is no longer valid or cannot receive refunds, CreateLixir shall arrange an alternative method in cooperation with the user and the applicable payment provider.

12.1.Applicable taxes, including value-added tax (VAT), goods and services tax (GST), consumption tax, sales tax, and any other applicable indirect taxes, may have been added to the original charge in accordance with the CreateLixir Billing Policy and the law of the user’s jurisdiction.

12.2.The tax treatment of refunds may vary depending on the applicable jurisdiction, the tax status of the user, and the nature of the underlying transaction. Where CreateLixir is required to refund tax, such refund shall be made in accordance with applicable law and reflected on the corresponding credit note.

12.3.Certain third-party fees, including but not limited to currency-conversion fees, cross-border transaction fees, and card-network fees, may not be refundable by CreateLixir. Where such fees have been retained by the payment provider, the user shall address recovery directly with the applicable provider.

13.1.CreateLixir may amend, modify, or update this Policy from time to time to reflect changes in the Services, business practices, applicable law, or regulatory guidance.

13.2.Material changes shall be reflected by an update to the “Last Updated” date at the top of this Policy and, where appropriate, communicated to affected users by direct notice or by prominent notice within the Services.

13.3.Continued use of the Services following the effective date of any amended Policy shall constitute acceptance of the amended Policy. Users who do not agree with the amended Policy shall discontinue use of the Services and may exercise cancellation rights in accordance with the Billing Policy.

For any refund requests, billing questions, subscription issues, payment concerns, or enterprise billing matters, please contact the CreateLixir team. We shall acknowledge and respond within a reasonable time, taking into account the nature and complexity of the matter raised.