Refund Policy

Token Packs are one-time purchases that add tokens to your balance. They are consumed after your monthly allowance is exhausted.

• Full refund within 14 days of purchase, provided no tokens from the pack have been used
• Once any tokens from the pack are consumed, the right to a refund for that pack is waived
• Tokens cannot be transferred between accounts

Power User is a recurring monthly or yearly subscription (priced in USD, GBP, and EUR; see the pricing page for current rates) that unlocks 5M monthly in-browser AI tokens, unlimited MCP Server calls to your IDE (Free includes 50 tool calls per UTC day and 150 per rolling 7-day window), Bring Your Own Key (BYOK) for unlimited in-browser AI, cross-device sync, Remote HITL Approvals, Cloud Script Publishing, and other premium features.

By subscribing, you ask Customaise to start your Power User access immediately. Your features unlock the moment payment clears.

• The current billing period (the month or year you just paid for) is non-refundable once access begins. You acknowledge this when you agree to our Terms at checkout
• You can cancel auto-renewal at any time from the Stripe Customer Portal. Future charges stop; the current period runs to its end
• After cancellation, Power User features remain active until the end of the current billing period, then your account returns to the free tier
• Switching between monthly and yearly mid-cycle is handled automatically by Stripe, which prorates the unused portion of your existing plan against the new one. No cash refund is issued
• If you had cross-device sync enabled, synced data is retained for 90 days after downgrade before permanent deletion
• In exceptional circumstances (billing error, service outage, duplicated charge) we will consider a goodwill refund case-by-case at our discretion. Email support@customaise.com

To request a refund, email support@customaise.com with:

• Your account email address
• Order details or purchase reference
• Reason for the refund (optional, but helps us improve)

We aim to process all refund requests within 3–5 business days. Approved refunds are issued via Stripe back to your original payment method. Please allow 5–10 business days for the refund to appear on your statement. Refunds are issued in the same currency you were charged at checkout (USD, GBP, or EUR).

Customaise is operated from the United Kingdom. These terms are governed by the laws of England & Wales.

• If you are a consumer in the EU, you retain any mandatory consumer protection rights granted by the law of your country of residence
• Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or equivalent legislation
• If you experience a billing issue, contact support@customaise.com and we'll resolve it promptly

We encourage you to contact us before disputing a charge with your bank or card provider. We're committed to resolving issues quickly and fairly.

• If a chargeback or payment dispute is opened, access to any associated purchase (tokens or Power User features) will be immediately suspended pending resolution
• If the dispute is resolved in our favour, access will be restored. If resolved in your favour, the purchase is treated as refunded
• Repeated or fraudulent chargebacks may result in account suspension