Refund Policy

This Refund Policy explains the circumstances under which 44pixels Limited ("we," "our," "us") may provide a refund for purchases of Clara subscriptions or other paid features.

This Refund Policy forms part of our Terms of Use and applies to all users who purchase subscriptions to Clara. This policy only governs purchases made directly on our website. Purchases through third-party stores are governed by those stores' policies. By making a purchase, you agree to the terms outlined below.

1. Purchases via Mobile App Stores

If you purchased a subscription to Clara through a third-party platform such as the Apple App Store or Google Play Store, that purchase is governed by the store's own refund policies.

We cannot process refunds for purchases made through these platforms.

To request a refund for such purchases, you must follow the relevant store's process:

• Apple App Store: Open the App Store → Purchases → Report a Problem → Request Refund
• Google Play Store: Open Google Play → Purchases → Request Refund

We will cooperate with the store's process and can provide assistance such as receipts if you email [email protected].

2. Purchases via Our Website

Eligibility for Refunds

We generally do not offer refunds unless:

• Required by applicable law; or
• You qualify under our Money-Back Guarantee (Section 3 below).

Refund requests must be made within the following timeframes:

• 14 calendar days from the charge timestamp (UTC) for monthly or longer-term subscriptions.
• 7 calendar days from the charge timestamp (UTC) for weekly subscriptions.

Requests received after midnight UTC on the final day of the timeframe will be denied. Renewals generate a new eligibility window. Refunds will not be granted after the subscription period has ended.

3. Money-Back Guarantee

If you are dissatisfied with Clara, you may request a refund under our Money-Back Guarantee, provided that:

• Your request is made within the applicable refund timeframe above; and
• You can demonstrate compliance with at least 2 of the following conditions:
  • You completed all required onboarding steps (e.g., account setup, profile completion).
  • You actively used the Service for at least 7 days during your subscription period.
  • You attempted at least 3 specific features (e.g., configured your agent, handled test calls, used premium tools).
  • You contacted our support team with a specific issue and gave us a reasonable opportunity to resolve it.
  • You provided written feedback explaining why the Service did not meet your expectations.

Evidence Requirements

Evidence may include:

• Screenshots with timestamps.
• Server activity logs (with unique identifiers).
• Email or chat correspondence with our support team.

We may request additional supporting proof within 7 days of your claim; if not provided, your request may be denied. We retain server activity logs for a minimum of 90 days after your subscription period ends to support refund verification. If logs are not available due to retention limits, we may request alternative evidence from you.

4. Refund Exceptions & Limitations

Refunds will not be provided if:

• You changed your mind for personal reasons without meeting the above conditions. (However, if you have minimal usage, we may consider a limited pro-rata refund.)
• We determine that your account was used in violation of our Terms of Use (e.g., fraud, abuse).
• The request is made outside the specified timeframes.
• You actively used the Service (defined as any successful call handling or more than 10 API calls) without experiencing technical faults or service failures consistent with the Money-Back Guarantee requirements.

Refunds related to fraud or abuse may require further investigation before approval.

5. Refund Process

To request a refund for a qualifying purchase made directly on our website:

• Email us at [email protected].
• Include your account email, approximate purchase date, and a brief reason for your request.
• Attach proof of purchase (e.g., receipt or screenshot) and any evidence meeting the conditions of the Money-Back Guarantee, if applicable.

We will:

• Acknowledge receipt of your request within 2 business days.
• Provide a final decision within 10 business days of receiving all evidence.

Approved refunds will be issued to your original payment method. If your original card has expired, we will coordinate an alternative method.

Each refund request will be assigned a unique case ID. This ID will be included in our reply and should be used for any follow-up communications about your request.

Refunds are processed by your payment provider within 5–10 business days. Taxes and fees will be refunded where applicable.

Appeals

If you disagree with our decision, reply with "Appeal" and your case will be escalated to a senior reviewer within 7 business days.

6. Changes to This Refund Policy

We reserve the right to update or modify this Refund Policy at any time. Changes take effect immediately upon posting on our website. Your continued use of Clara after any changes means you accept the updated Refund Policy.

7. Chargebacks & Disputes

We encourage you to contact us at [email protected] before filing a chargeback with your bank or payment provider. This allows us to review and resolve your request quickly.

If a chargeback is initiated without first contacting us, we may temporarily suspend your account while the investigation is ongoing.

We will cooperate fully with banks, app stores, and payment providers in resolving disputes, and we may share relevant information (such as purchase records, usage logs, and correspondence) to support the resolution.