Refund Policy

1. Company Information

This Refund Policy is provided by:

CODEGENIX LTD.
Academy House 11 Dunraven Place, Bridgend, Mid Glamorgan, United Kingdom, CF31 1JF
Company Number: 16808123
Email: support@catalystai.expert

2. Consumer Right of Withdrawal

2.1 14-Day Cooling-Off Period

As a consumer in the United Kingdom or the European Union, you have the right to withdraw from your credit purchase within 14 days without giving any reason. This is known as the "cooling-off period" and is a statutory right under UK and EU consumer protection law.

The 14-day period begins on the day of purchase. To exercise your right of withdrawal, you must inform us of your decision before the period expires.

2.2 How to Exercise Your Right of Withdrawal

To withdraw from a purchase, contact us using one of these methods:

• Email: support@catalystai.expert
• Use the contact form on our website
• Send written notice to: CODEGENIX LTD., Academy House 11 Dunraven Place, Bridgend, Mid Glamorgan, United Kingdom, CF31 1JF

Please include:

• Your name and email address associated with your account
• Your order/transaction reference number
• A clear statement of your decision to withdraw

2.3 Partial Use of Credits

If you have already used some of your purchased credits for services within the 14-day period:

• You can still exercise your right of withdrawal for the unused portion
• You will receive a proportional refund for unused credits only
• Credits already spent on completed services cannot be refunded

2.4 Express Consent for Immediate Service

By requesting immediate access to specialist services before the 14-day withdrawal period expires, you acknowledge and agree that:

• Services begin immediately upon your request
• You lose your right of withdrawal for services already fully performed
• This does not affect your right to refund for unused credits

3. 14-Day Refund Policy for Unused Credits

3.1 Eligibility

Unused credits are refundable within 14 days of purchase, to the card you paid with:

• Request must be made within 14 days of credit purchase
• The credits you have not spent are refunded; credits already spent are not

3.2 Non-Refundable Credits

Credits cannot be refunded if:

• They have been spent on services
• More than 14 days have passed since purchase
• They were bought with a payment that was charged back or found to be fraudulent

4. Refund Process

4.1 How to Request a Refund

To request a refund for unused credits:

1. Contact Support: Email support@catalystai.expert with:
   • Your account email address
   • Transaction/order reference number
   • Reason for refund request (optional but helpful)
2. Verification: We will verify your account status and credit usage
3. Approval: If eligible, we will approve your refund and send confirmation
4. Processing: Refund will be processed to your original payment method

4.2 Refund Timeline

Once your refund is approved:

We send the refund to your original payment method and tell you by email when it has been sent. How long it then takes to appear on your statement depends on your bank or card issuer.

4.3 Cancelling a Service

Cancelling an ongoing service, and what happens to the credits tied to it, is covered in full in our dedicated Cancellation Policy.

4.4 Refund Method

Refunds are issued to the original payment method used for the purchase:

• Credit/Debit Card: Refunded to the same card

5. Service Quality Issues

5.1 If You Are Not Happy with the Work

Credits for a project are charged when you hire the specialist and the project starts. They are not held in escrow until you approve the result; this review process is how you are protected if the delivered work is not acceptable.

If you are not satisfied with the quality of services provided by a specialist:

• Contact support@catalystai.expert within 7 days of service completion
• Describe the issue and provide supporting evidence
• We will review and may offer credit refund, service revision, or specialist rematch

5.2 Dispute Resolution

For disputed services, we will:

1. Review the service request and deliverables
2. Communicate with both you and the specialist
3. Make a determination and tell you the outcome by email
4. Issue appropriate remedies (partial/full credit refund, revision, etc.)

6. Special Circumstances

6.1 Technical Issues

If you experience technical problems that prevent you from using purchased credits:

• Report the issue immediately to support@catalystai.expert
• We will investigate and attempt to resolve the technical problem
• If the issue cannot be resolved, we will offer a full refund

6.2 Account Termination

If we terminate your account:

• Due to your violation: Unused credits are refunded under section 3 (within 14 days of purchase), unless they were bought with a payment that was charged back or found to be fraudulent
• Due to platform closure or our decision: Full refund for unused credits

6.3 Exceptional Circumstances

We may consider refunds outside of this policy in exceptional circumstances (e.g., medical emergencies, force majeure). Contact support@catalystai.expert to discuss your situation.

7. Currency and Exchange Rates

Refunds are processed in the original currency of purchase. If your bank or payment provider applies currency conversion, any exchange rate differences or conversion fees are not covered by this refund policy.

8. Your Consumer Rights

This refund policy does not affect your statutory consumer rights under UK or EU law, including:

• Right of withdrawal for distance contracts (14 days)
• Rights related to non-conforming digital content
• Rights to remedies for defective services

If you believe your consumer rights have been violated, you may file a complaint with your national consumer protection authority.

9. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or prominent notice on our platform at least 30 days before taking effect. Your statutory consumer rights will always be preserved.