Refund Policy

Digital delivery and final sale

Once your payment is confirmed we issue your licence key and your activation becomes live. Because payments are confirmed by hand, this happens as soon as we have checked the transfer you sent us - normally the same day. At that point the product has been fully delivered and cannot be returned the way a physical item can: the installer is a public download, the key is in your hands, and the activation is already working. All sales are therefore final and non-refundable.

By completing checkout you request immediate delivery of the digital licence and acknowledge that, once the key has been issued, the purchase can no longer be reversed.

This applies regardless of how much you subsequently use the software. In particular, we do not issue refunds because the product turned out not to suit a particular way of working, because it does not do something it was never advertised to do, because of a change of mind, or because of a problem our support is able to resolve with you.

Before you buy

Because sales are final, we would far rather answer your questions before you pay than argue about them afterwards. This website sets out the feature set, the system requirements and the setup process in full, and our WhatsApp and Telegram channels are open to questions before purchase.

If you are unsure whether Caelia fits what you have in mind, ask us first. We will tell you honestly if it is not the right tool for your purpose, including when something else would serve you better. Two things worth knowing before you decide: Caelia runs on Windows 10 and 11 only, and it needs an AI provider account of your own, which you pay for separately.

Your statutory rights

Nothing in this policy limits or excludes any right you have under the mandatory consumer-protection law of the country in which you live, where that law cannot lawfully be excluded by agreement. If such a law gives you a right to a remedy this policy does not, that law takes precedence and we will honour it.

Consumers in the European Union and the United Kingdom normally have a fourteen-day right to withdraw from a distance purchase. For digital content delivered immediately, that right is lost once supply has begun with the consumer's express consent and acknowledgement. When you tick the box at checkout and ask us to issue your key straight away, you give that consent and acknowledge the loss of the withdrawal right for the delivered licence.

If you would rather keep that right, do not tick the box - contact us instead and we will hold the order until the fourteen days have passed.

Delivery and activation problems

If you have paid but cannot download, install or activate the software, that is our problem to fix and we will fix it. Message us on WhatsApp or Telegram, or write to support@askcaelia.com, with your payment reference and the e-mail address the licence was issued to. We will resolve it by restoring your access, issuing a replacement key, or walking you through the setup live.

In the rare event that we are genuinely unable to give you working access to the software at all, we will refund the purchase in full. Support of this kind does not otherwise alter the non-refundable nature of a licence that has been successfully delivered.

Duplicate and incorrect payments

Payments are confirmed by hand, so mistakes occasionally happen. If you have paid twice for the same licence, sent more than the published price, or made a payment that was never applied to an order, send us the transaction details and we will return the excess using the same method wherever possible.

We process such returns promptly once the transaction is verified. Any network fee, gas cost or exchange-rate difference applied by the blockchain or the exchange on the return is deducted from the amount returned, because those costs are outside our control and are not received by us.

One caution about crypto. If you send USDT on the wrong network, or to an address other than the one shown at checkout for the network you chose, the funds do not reach us and there is nothing we can return. Neither we nor anyone else can recover them. Copy the address from the checkout page and check the network before you send.

Third-party AI and network charges

Caelia runs on an AI connection that you provide - your own key from Gemini, OpenRouter, ChatGPT, Google Vertex AI or Caelia Cloud, or a ChatGPT account you sign in with. Any subscription or usage charge billed by those providers is paid directly to them under their own terms. We never receive that money and can therefore never refund it. To stop such charges you must do so in your account with the provider concerned.

The same applies to network fees, exchange fees and exchange-rate differences applied when you pay us. Those are set by the network or the exchange, are not received by us, and are not refundable by us.

The optional Caelia Cloud credits subscription sold on our pricing page is a monthly arrangement. Stopping it simply means not paying for the following month; credits already supplied for a month already begun are not refundable.

Nothing to cancel

A Caelia licence is not a subscription. There is no recurring software fee, no automatic renewal, no cancellation penalty and no reactivation charge - which also means there is nothing to cancel and no part-period refund to calculate. Your licence does not expire.

Changing computer is free and does not require a new purchase. You can move an activation yourself, or ask us to clear one from a machine you no longer have.

Future major versions

Your licence includes every update released for the version you bought, delivered in the application. If a future major version is ever sold as a separate paid product, it will be offered as its own one-time purchase and subject to this same policy: delivery is immediate, the sale is final, and the same protections for delivery failures and duplicate payments apply.

We will say plainly, before you pay for anything, if a release is a paid upgrade rather than an included update.

Payment disputes

If something has gone wrong with your order, contact us first. We answer quickly and almost every issue is resolved the same day.

Opening a payment dispute or reversal request without contacting us first - or after we have delivered a working licence and offered to resolve the issue - will result in suspension or permanent termination of the licence, and we will provide the payment provider with the delivery and activation records for that order. Where a dispute is found to be fraudulent, we reserve the right to recover the disputed amount and any associated costs.

Asking us is almost always faster than a dispute, and it does not put your access at risk. So please ask.

How to reach us

For anything relating to a payment, a delivery problem or a request under this policy, write to support@askcaelia.com or message us on WhatsApp or Telegram.

Please include the e-mail address used for the purchase, the payment method, the date and amount, and the transaction reference or hash, so we can find your order quickly.