Refund Policy

Effective date: October 2, 2026 · Version: 1.0

Civica Premium is a digital product. This policy explains when you can get your money back. It forms part of our Terms and Conditions. Payments are handled by Paddle.com, our Merchant of Record, which processes refunds on our behalf.

1. Refund windows

How long you have to ask for a refund depends on where you are when you buy. These match Paddle's refund policy, and Paddle applies them.

• EU, EEA, Switzerland and the UK: 14 days
• South Korea, Brazil, China and Canada: 7 days
• Singapore: 5 days
• Anywhere else: no refund, except as in section 2

• The window starts on the date the payment is taken. It applies to your first purchase of a plan, whether it is a one-time pass or the first payment of a subscription.
• You do not need to give a reason.
• The refund is for the amount you paid, including the tax Paddle collected on it.
• When a refund is issued, the Premium access that payment covered ends straight away, and auto-renew is turned off.

2. Outside the window, and renewals

Renewal charges and payments made after the window are non-refundable, with these exceptions:

• If we stop offering Premium, or end your Premium access without cause, we will refund the unused part of your current paid period.
• If you were charged by mistake, for example twice for the same order, or after you turned auto-renew off in good time, we will refund the extra charge.
• If the law of your country gives you a right to a refund that cannot be waived, that right applies.
• We may, at our discretion, refund a payment outside these rules. Doing so once does not oblige us to do it again.

3. How to ask

Either of these works:

• Use the link in your Paddle receipt email, or go to paddle.net, find your order and choose "Request refund". Customers in the EU can also use the withdrawal button in the Paddle customer portal.
• Email admin@citizenleap.com from the address on your account. Give the email used at checkout and, if you have it, the Paddle transaction number from your receipt.

We reply within 3 business days.

4. How you get the money

Paddle sends the refund to the original payment method. Paddle processes approved refunds within 14 days, and your bank or card issuer may take a few more days to show it. Refunds are paid in the currency you were charged. We cannot refund to a different card or account.

5. Stopping auto-renew is not a refund

If you turn auto-renew off, you will not be charged again and Premium continues to the end of the period you have paid for. No money is returned for that period unless a refund applies under section 1 or 2. To avoid a renewal charge, turn auto-renew off in your account before the renewal date.

6. Misuse

Refunds are meant for people who tried Premium and decided it was not right for them. We may decline a refund request, or close the account, if there is a clear pattern of buying, using the content in bulk, and asking for a refund repeatedly.

7. Your legal rights

This policy does not limit your statutory consumer rights, including any right to cancel a distance contract in your country. If you are in the EU, EEA, Switzerland or the UK, you have a 14-day right to cancel, and you can use the withdrawal button in the Paddle customer portal.

8. Contact

Questions about refunds: admin@citizenleap.com