Refund Policy

This Refund Policy outlines the terms for refunds on Cloakrr credits and subscription purchases.

Credit Purchases (Self-Serve)

Free Credits

• New accounts receive complimentary credits to evaluate the service
• Free credits are non-refundable and non-transferable

Purchased Credits

• Credits are consumed as you process documents
• Unused credits are generally non-refundable as they do not expire
• Refund requests for unused credits may be considered on a case-by-case basis within 14 days of purchase

Processing Errors

If credits were consumed due to a service error:

• Contact support with your job ID and details
• We will investigate and credit your account if the error was on our side
• Processing where redaction completed successfully is not eligible for credit restoration

Subscription Plans (Platform)

Monthly Subscriptions

• Cancel anytime via your account settings
• Access continues until the end of your current billing period
• No prorated refunds for partial months

Annual Subscriptions

• May be eligible for prorated refunds within 30 days of purchase
• After 30 days, cancellation takes effect at renewal
• Contact support for annual refund requests

Downgrade

• You may downgrade your plan at any time
• Changes take effect at your next billing date
• Unused credits from your allocation do not carry over after downgrade

Eligibility Criteria

Refunds may be considered for:

• Technical issues preventing service use (documented support tickets)
• Duplicate charges (with transaction evidence)
• Service not delivered as advertised (with specific examples)
• Purchases made in error (within 24 hours, unused)

Non-Refundable

The following are not eligible for refunds:

• Credits already consumed for processing
• Processed documents (regardless of satisfaction with results)
• Free trial credits
• Promotional or bonus credits
• Administrative fees

Refund Process

To request a refund:

1. Email: Contact support@cloakrr.com
2. Include: Your account email, transaction ID, and reason for request
3. Timeline: Requests reviewed within 5 business days
4. Processing: Approved refunds issued within 10 business days

Refunds are issued to the original payment method.

Dispute Resolution

If you're unsatisfied with a refund decision:

• Reply to the support correspondence with additional context
• We will escalate and review your case
• Our decision on escalated reviews is final

Contact

For refund requests or questions:

Email: support@cloakrr.com

Last updated: January 3, 2025