Refund Policy

Always refunded

You will always receive a full cash refund — automatically where possible, otherwise on request — if:

• you were charged but the purchased minutes never appeared in the wallet bound to your email, and we still cannot fulfil after you contact us;
• you were charged more than once for the same order;
• you were charged for the wrong pack because of an error on our side.

Cash refunds within 7 days (unused minutes)

If you bought a minute pack within the last 7 days and have not used minutes from that pack, you can ask for a cash refund to your original payment method. Contact us with your order details (checkout email, pack, amount, and Waffo receipt if you have it). When the refund succeeds, remaining minutes from that order are removed from your wallet at the same time.

Used minutes

Minutes already spent on completed jobs produce delivered digital results and are not cash-refundable on a per-minute basis. Processing failures refund the minutes charged for that job automatically. If a full or partial cash refund, chargeback, or dispute reverses the original payment, we debit remaining paid minutes tied to that order (pro-rata to the refunded cash, clamped so we never remove more than that order’s unused minutes or drive your paid balance below zero). Historical downloads already shown to you are not a basis for a partial cash refund.

Free minutes

Free allowance minutes have no cash value and are not refundable.

How refunds are processed

When checkout is enabled, payments are processed by Waffo (Waffo.com Limited) as merchant of record. Approved cash refunds are issued through Waffo to your original payment method. Our systems listen for Waffo refund.succeeded / refund.failed events and adjust your minute balance for the matching order.

Disputes and chargebacks

If you open a card dispute, contact us first when possible so we can fix delivery or issue a refund faster. Chargeback events may need manual handling; while a dispute is open we may freeze or reclaim minutes from the disputed order.

Contact

Email contact@clioos.com with your order details and we will respond within a few business days.