Cylex Refund Policy for Digital Products

1. Eligibility for refunds

• 1.1 Refund requests must be submitted in writing to [email protected] within 14 calendar days of the original payment date.
• 1.2 Refund requests must include:
  • Company name
  • Contact person
  • Transaction or invoice number
  • Reason for the request
• 1.3 Refunds are available only for Services that have not been activated, delivered, or substantially performed (including onboarding, setup, or first use).

2. Non-refundable products and services

Refunds are not available for:

• Premium Profile / Premium Entries → once published and confirmed
• Cylex Bulk Upload → once published and confirmed
• Setup fees
• Third-party service fees
• Minimum base fees (e.g., 10.00 € minimum on Bulk Uploads or other minimums specified on the order form)
• Subscriptions after the free trial period has ended (if applicable)

3. Product-specific conditions

Premium Profile (Premium Entries): Minimum 12-month agreement, auto-renews unless canceled with 1 month’s notice; errors must be reported within 3 working days.

Cylex Bulk Upload: One-time purchase with 12 months of free use; minimum base fee applies; no refunds once data is published; Client must provide correct formats.

4. Refunds for technical failures

• 4.1 Verified technical failures solely attributable to Cylex or its partners that cannot be resolved within a reasonable time may qualify for a partial or full refund.
• 4.2 Exclusions:
  • Client-side errors
  • Incorrect data or file formats
  • Temporary service disruptions within normal service levels
• 4.3 Partial refunds, if granted, will be calculated proportionally (pro-rata) based on the unused time or undelivered portion of the Service.

5. Cancellations

• 5.1 Clients may cancel subscriptions by providing written notice to [email protected] before the next billing cycle.
• 5.2 No cancellation notice is required for one-time products (e.g., Bulk Upload).

6. Third-party dependencies

Cylex is not responsible for refunding third-party costs or services purchased independently by the Client (e.g., Google Ads, Facebook Ads).

7. Bundled products or packages

For bundled products or packages, refunds apply only to the portion of the package affected, unless otherwise specified.

8. Payment disputes and chargebacks

• 8.1 Clients must notify Cylex of any billing disputes at [email protected] within 7 days of receiving the invoice.
• 8.2 Cylex will not suspend services for charges reasonably disputed in good faith if the Client cooperates to resolve the matter.
• 8.3 Chargebacks should be initiated only as a last resort.

9. Refund process

• 9.1 Approved refunds will be processed using the original payment method (Stripe, Unzer, or as specified in the Order Form).
• 9.2 Refund processing may take up to 10 business days after approval.
• 9.3 Cylex’s total refund liability is capped at the amount paid for the affected Service.
• 9.4 Refunds are issued in the original transaction currency; Cylex is not responsible for currency conversion fees or bank charges.
• 9.5 Refunds are calculated based on the amount paid, excluding promotional discounts or special offers.

10. Governing law and jurisdiction

Premium Entries: Romanian law, jurisdiction in Oradea, Romania.

Bulk Upload: Romanian law, jurisdiction in Oradea, Romania.

11. Force majeure

Cylex is not liable for delays, non-performance, or refunds due to circumstances beyond its reasonable control, including but not limited to natural disasters, strikes, government actions, regulatory changes, internet outages, or interruptions in third-party services.

12. Privacy

All refund and cancellation requests are processed in accordance with Cylex’s Privacy Policy. Cylex will only use your personal data to assess and process the request.

13. Limitation of liability

Under no circumstances will Cylex’s total liability exceed the amount paid by the Client for the affected Service.

14. Contact information

For all refund or cancellation inquiries:
Cylex International Support Team
Email: [email protected]

15. Payments processed viaPaddle

For purchases made throughPaddle.com, our authorized reseller and Merchant of Record:

• Paddle’s Refund Policy applies alongside this policy.
• Customers may contact Cylex at [email protected].

16. Modifications to this policy

Cylex reserves the right to modify this Refund Policy at any time. Updates will be posted on the Cylex website, and continued use of the Services after such updates constitutes acceptance.

17. General terms

This Refund Policy is part of Cylex’s general Terms of Service, available at: https://www.cylex.ie/terms-and-conditions.htm

Issued by:
S.C. Cylex Tehnologia Informatiei International SNC