Refund policy

Refund policy

Last updated: July 2026

This policy covers refunds, cancellations, and billing disputes for paid CueCrux purchases: Pro and Governance subscriptions and metered credit top-ups. The local Crux Daemon is free and involves no payment, so nothing here applies to it.

1. Merchant of record

Purchases through our checkout are processed by Paddle (Paddle.com Market Limited or another Paddle group entity, depending on your location) acting as our merchant of record. Paddle is the seller of record, may appear on your bank statement, issues your receipt or invoice, and processes refunds and chargebacks under the terms presented at checkout.

2. Refund window

If you are a consumer, you may cancel and request a refund within 14 days, starting the day after the transaction completes.

3. Credit top-ups

Unused metered credits from a top-up are refundable within the 14-day window. Credits already consumed are not refundable: every credit spend mints a signed receipt, so what was consumed, when, and by which passport is verifiable by you as well as by us. Outside the window, unused-credit refunds are at Paddle's and our reasonable discretion.

4. How to request a refund

Use the support link in your Paddle receipt or Paddle's buyer support portal at https://paddle.net. Include the email address used at checkout and your order reference so Paddle can locate the transaction quickly.

5. After you request

Paddle reviews the request and, where a refund is due, issues it to the original payment method. Processing times depend on your payment method and bank.

6. Billing queries

For questions about invoices, VAT, refunds, or chargebacks, contact support@cuecrux.com. We will help route your request, but Paddle remains responsible for processing refunds on Paddle transactions.

7. Statutory rights

Nothing in this policy affects your statutory rights, including where a product is faulty, not as described, or not fit for purpose.

8. Changes

Updates to this policy are published on this page with a revised "Last updated" date.