Refund Policy

1. Overview

This Refund Policy governs the circumstances under which Licensor (Datability Limited, or its successor entity) may issue refunds for CyteEditor Pro licenses. This Policy is an integral part of the EULA (Annex A).

Licensor does not offer a general refund or money-back guarantee. Refunds are issued solely at Licensor's discretion when a Major Risk Event (as defined in §2) occurs. Customers do not have the right to proactively request or demand refunds under this Policy.

2. Major Risk Event and Platform-Initiated Refund

2.1 Definition of Major Risk Event

A "Major Risk Event" means any of the following circumstances that materially and adversely affects Customer's ability to use the Software:

1. Prolonged Service Outage: The Software's core editing functionality (text input, formatting, and saving) is unavailable for 72 consecutive hours or more due to a failure attributable to Licensor's infrastructure;
2. Critical Security Incident: A confirmed security breach that compromises Customer Content or License Key integrity, where Licensor is unable to remediate the breach within a reasonable period;
3. Legal or Regulatory Action: A government authority or court issues a binding order that materially restricts or prohibits the continued licensing or operation of the Software;
4. Business Discontinuation: Licensor ceases business operations without a successor arrangement consistent with EULA Article 7 (Assignment to Affiliate or Successor Entity).

2.2 Platform-Initiated Refund

When Licensor determines that a Major Risk Event has occurred, Licensor may, at its sole discretion:

1. Evaluate the scope and severity of impact on affected Customers;
2. Determine whether to issue refunds, the amount thereof, and the affected Customer population;
3. Communicate the refund decision through the homepage announcement and/or Customer's registered email;
4. Process any approved refunds via Stripe to the original payment method within a reasonable timeframe.

Licensor is not obligated to issue refunds for any reason other than a Major Risk Event. The occurrence of a Major Risk Event does not automatically entitle any Customer to a refund; Licensor retains full discretion in determining whether, to whom, and in what amount refunds are issued.

2.3 Exclusions from Major Risk Event

The following circumstances do not constitute a Major Risk Event and do not trigger any refund consideration:

1. Temporary service degradation or intermittent issues resolved within 72 hours;
2. Bugs, defects, or feature limitations that do not prevent core editing functionality;
3. Customer's change of business requirements, project cancellation, or role transfer;
4. Customer's failure to deploy, configure, or integrate the Software due to Customer's own technical environment;
5. Features described in public documentation as unsupported or not yet released;
6. Force majeure events as described in EULA Article 13.3;
7. Customer's breach of the EULA resulting in License revocation.

3. Subscription License Renewal Cancellation

This section addresses cancellation of future auto-renewal charges. It does not constitute a refund of an already-paid license term.

3.1 Cancel Auto-Renewal

Customer may cancel the next year's auto-renewal at any time through any of the following methods, no reason required:

• Homepage /account → "Manage Subscription" → "Cancel Subscription" (redirects to Stripe Customer Portal)
• Email support@cyteeditor.com to request cancellation

3.2 Effect of Cancellation

• The currently paid subscription term License remains valid until expiration; no refund is issued for the current term;
• Upon expiration, the License transitions to expired status, with no further auto-charges;
• Customer may re-enable auto-renewal at any time before expiration.

4. Perpetual License Terms

Perpetual licenses (Pro Single Perpetual / Pro Business Perpetual) involve a one-time payment for perpetual usage rights:

• No refund is available for perpetual licenses under any circumstances except a Major Risk Event as defined in §2;
• The "3-Year Update Service" period (36 months) entitles Customer to receive new versions released within that period;
• After the Update Service expires, Customer may continue using the purchased version indefinitely and may renew the Update Service at 50% of the then-current list price (see EULA Article 2.3);
• The Update Service renewal fee is non-refundable.

5. Non-Refundable Scenarios

The following scenarios are explicitly non-refundable:

1. Customer's License is revoked due to breach of EULA Article 3.1 (Usage Restrictions);
2. Customer initiates a Chargeback (dispute with card-issuing bank) without first contacting Licensor; see §6;
3. The License Fees have been paid and no Major Risk Event has occurred;
4. Multi-App Add-on purchased separately (may only be addressed alongside the primary SKU in a Major Risk Event);
5. Refund requests based on features published in the Roadmap but without committed timelines that have been delayed;
6. Customer's inability to use the Software due to Customer's own network environment, firewall, or system configuration;
7. Customer's reselling, redeveloping, or distributing the SDK to third parties in breach of EULA Article 2.4.

6. Chargeback / Dispute Handling

6.1 Customers Should Contact Licensor First

We strongly recommend that Customers contact support@cyteeditor.com when they have any questions about an order, rather than directly initiating a Chargeback with their card-issuing bank. Licensor will respond within 2 business days to address Customer's concerns.

6.2 Handling After Chargeback Initiation

If Customer directly initiates a Chargeback with their card-issuing bank:

• Upon receiving the Stripe charge.dispute.created event, we immediately mark the relevant License as revoked;
• We submit order evidence, this Refund Policy, and EULA terms as counter-evidence within the Stripe platform's specified timeframe;
• If the Chargeback is ruled in Customer's favor: the License remains in revoked status, and we will not pursue recovery;
• If the Chargeback is ruled in our favor: we may contact Customer via support@cyteeditor.com within 7 days to negotiate License restoration.

6.3 Malicious Chargebacks

If Customer uses the SDK and then initiates a Chargeback without reasonable grounds, we reserve the right to pursue recovery of the contract amount, Stripe Chargeback fees (USD 15 per dispute), and reasonable attorney fees through legal means.

7. Data Processing (cross-reference to Privacy Policy)

If a refund is issued under this Policy, the following data is processed as detailed in the Privacy Policy §3.1 and §5.1:

• Stripe Order metadata: retained in Stripe (subject to Stripe's Privacy Policy);
• License revoked status change records: permanently retained in our D1 database audit_logs table (for compliance audit);
• Refund-related email communications: retained in the support mailbox for 6 months, then automatically archived.

Customers retain all data subject rights under Chapter 8 of the Privacy Policy across all applicable jurisdictions.

8. Legal Compliance Reference

Note: This Policy does not constitute a consumer-facing money-back guarantee. CyteEditor Pro is licensed under a commercial B2B agreement (EULA). Where mandatory consumer protection laws apply to a specific Customer, such statutory rights are not waived by this Policy.

9. Policy Change Notification

• Material changes to this Refund Policy will be communicated 30 days in advance through one or more of the following channels:
  • Top banner notice on the homepage /legal/refund;
  • Change notification email to Customer's registered email address;
• Licenses issued prior to the change effective date are subject to the version in effect at the time of Customer's payment (Grandfathering clause, consistent with EULA Article 13.2);
• This Policy may be updated to reflect changes in applicable law, business practices, or Licensor's risk assessment framework.

10. Contact

Note: Refunds are not initiated through these channels. Refund decisions are made solely by Licensor when a Major Risk Event occurs (see §2).