Legal

Refund Policy.

This policy explains how Reethal Cloud handles subscription refunds, top-up credit purchases, failed processing, and payment disputes.

Last updated: May 12, 2026

General Policy

All purchases are reviewed under this Refund Policy and the payment provider rules that apply to the transaction.
Credits are digital usage units. Once credits are consumed for successful processing, they are not refundable.
Refunds are not issued for unused subscription credits that expire at the end of a billing cycle.

Monthly subscriptions renew automatically unless cancelled after the minimum commitment rules are satisfied.
All monthly subscription plans require a minimum commitment of 2 billing cycles.
Cancelling after the minimum period takes effect at the end of the current billing cycle.
Unused subscription credits expire on the billing reset date and are not refunded or carried over.
Subscription payments already processed are generally non-refundable unless required by law or caused by a confirmed billing error.

Top-up credits never expire.
Top-up purchases are generally final once credits are added to the account.
Unused top-up credits may be reviewed for refund only if the purchase was accidental, duplicate, fraudulent, or caused by a verified payment error.
Consumed top-up credits are not refundable.

Credits are not reserved or deducted when a document is rejected before processing, including documents above the 50-page upload limit.
If an extraction fails after credits are reserved and no successful result or webhook delivery is produced, reserved credits should be returned to the account.
A poor extraction result is not automatically a refund event, but support may review clear platform errors, duplicate charges, or confirmed processing failures.

Business plan accounts are not credit-metered and do not purchase top-up packs.
Business plan usage is subject to a fair use limit of 50,000 pages per billing cycle.
Usage above fair use may be throttled or reviewed for Enterprise pricing and is not by itself a refund event.

Card payments are processed through Paddle.
M-Pesa top-up payments are processed through IntaSend.
Provider processing times, fraud checks, chargebacks, reversals, and settlement rules may affect refund timing and eligibility.

Refund requests should include the account email, organization name, payment date, amount, transaction reference if available, and a short explanation.
Requests involving duplicate or incorrect charges should be submitted as soon as possible after the charge appears.
Approved refunds are returned to the original payment method where supported by the provider.

Subscription credits cannot be paused, banked, converted to top-up credits, transferred, or cashed out.
Partial remaining subscription credit amounts are forfeited at reset, with no minimum threshold.
Top-up credits may remain available on the account but are not redeemable for cash.