Refund Policy

Refunds are available only in limited circumstances where a payment was processed incorrectly.

You may be eligible for a refund when:

• A payment failed or otherwise did not complete correctly, but your payment method was nevertheless charged.
• The same purchase was charged more than once due to a duplicate transaction.

If you believe either situation occurred, contact us so we can review the transaction.

If a transaction fails but your payment method was still charged, we will review the transaction and, where the charge is confirmed to have been unsuccessful, refund the amount improperly charged.

A transaction may sometimes appear as a pending charge or authorization with your bank even though the payment was not completed. Pending authorizations are controlled by the payment provider or financial institution and may disappear automatically without requiring a refund from Raetio.

If a completed charge remains after a failed transaction, contact us with the relevant transaction details.

If you were charged more than once for the same credit purchase because of a duplicate transaction, the duplicate charge is eligible for a refund.

We may review transaction identifiers, purchase records, timestamps, and other relevant information to confirm that the charges were duplicates.

Once confirmed, the duplicate amount will be refunded to the applicable payment method where possible.

Except where required by applicable law or where a purchase falls within the eligible circumstances described in this policy, purchases of Raetio credits are non-refundable.

This includes situations such as:

• You purchased credits but later decided you no longer need them.
• You purchased more credits than you intended to use.
• You did not use some or all of the purchased credits.
• You changed your mind after completing a purchase.
• You did not receive the business outcome you expected from using Raetio.

Credits represent access to digital functionality within Raetio and are not a monetary balance that can generally be converted back into cash.

To request a refund for a failed or duplicate charge, contact us at:

Please include enough information for us to identify the transaction, such as the email address associated with your Raetio account, the date of the transaction, the amount charged, and any transaction or payment reference available to you.

Do not send your full payment card number, security code, or password by email.

We will review refund requests to determine whether the transaction qualifies under this policy.

If a refund is approved, it will generally be sent back to the original payment method used for the transaction.

The time it takes for a refund to appear in your account may depend on your bank, card issuer, or payment provider. Raetio does not control the processing time after a refund has been submitted to the payment provider.

If we determine that a transaction does not qualify for a refund under this policy, we will explain the reason where appropriate.

Nothing in this policy limits any refund, cancellation, or other consumer right that cannot legally be excluded under applicable law.

If you have a question about a charge, believe you were charged twice, or believe a failed payment resulted in an actual charge, contact us: