Refund Policy

We would rather you did not pay for something you cannot use. That is why every account starts with a 14-day free trial including model credit and no payment card — try the product properly before any money changes hands.

1. Subscriptions

14-day money-back guarantee on your first payment. If Altiora is not for you, write to us within 14 days of your first subscription charge and we will refund it in full, no questions asked.

For subsequent renewals, you may cancel at any time. Cancellation stops future charges and your plan stays active until the end of the period you already paid for. We do not automatically refund part-used periods, but see section 4 — if something on our side went wrong, tell us.

2. Model credits

Credit top-ups are consumed as you use models, so a spent credit cannot be returned. Specifically:

• Unused credit from a top-up is refundable within 14 days of purchase.
• Credit already spent on model calls is not refundable — we have already paid the provider for it.
• Trial credit is free of charge and therefore never refundable in cash.
• If our billing charged you for usage that did not happen, or at the wrong rate, we refund the difference in full. See section 4.

3. Altiora Desktop licences

Desktop licences are refundable within 14 days of purchase provided the licence has been activated on no more than one device. Write to us and we will deactivate the key and refund it.

4. When something is our fault

These are refunded in full regardless of the windows above:

• a billing error, double charge, or a charge at the wrong rate;
• credit consumed by a failure on our side rather than by work you asked for;
• a sustained outage that made the Service unusable for a meaningful part of your billing period.

Tell us what happened and we will look at the usage records with you.

5. How to request a refund

Email hello@aialtiora.com from the address on the account, with the approximate date of the charge and a sentence about what went wrong. You do not need to justify a request made inside the 14-day guarantee.

We answer within 3 business days. Approved refunds are issued by Paddle, our Merchant of Record, back to the original payment method — usually within 5–10 business days, depending on your bank.

You may also contact Paddle directly through the receipt they emailed you.

6. Statutory rights

Nothing in this policy limits rights you have under mandatory consumer-protection law in your country of residence, including any statutory right of withdrawal.

7. Contact