Refund Policy
Last updated October 2026. CiteProof is operated from Nairobi, Kenya.
In short: you can ask for a refund within 30 days of purchase for credits you have not used. If a check goes wrong on our side, we will fix it or refund it.
1. Who processes refunds
Paddle is the merchant of record for all CiteProof orders, so refunds are issued by Paddle to your original payment method. You can request one at paddle.net using your receipt, or by emailing us at [email protected]; we will pass approved requests to Paddle. The Paddle refund policy also applies.
2. Unused credits
Within 30 days of purchase you can have a full refund of a single brief or pack if you have not used any credits. Taxes are refunded with the price.
3. Partly used packs
Within 30 days of purchase we refund the unused credits at the price you paid per brief (the pack price divided by five).
4. Used credits and problems with a check
- A credit that has produced a completed report is not refundable.
- If a check failed because of an error on our side, you did not receive your report, or we could not read your document, we will restore the credit or refund it.
- If you believe a report contains a material error that is ours, such as a wrong status, contact us. We investigate these first, and where the error is ours we will refund or credit the check.
5. Founding packs
If you buy a founding pack before paid checks open, you can have a full refund at any time until they open. After that, the 30-day policy above runs from the date paid checks open.
6. Subscriptions
You can cancel at any time and keep access to the end of the paid month. There are no partial-month refunds, except that you can have your most recent monthly charge refunded if you ask within 14 days of the charge and ran fewer than 3 checks in that month.
7. Duplicate or mistaken charges
Charged twice or by mistake? Tell us and we will arrange a full refund.
8. How to ask
Email [email protected] with the email you bought with and your Paddle receipt, or request it at paddle.net. We reply within 2 business days. After Paddle issues a refund it can take several business days to appear, depending on your bank.