Refund Policy

01OVERVIEW

At CIPHER, operated by keysa gaan OÜ, we are committed to your satisfaction. This Refund Policy outlines your rights to refunds and withdrawals in compliance with EU consumer protection laws.

All refunds are subject to the terms outlined below and your statutory rights under EU law.

02EU RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF)

2.1 Your Rights

As a consumer in the European Union, you have the right to withdraw from credit purchases within 14 days of purchase without providing a reason, in accordance with the EU Consumer Rights Directive.

2.2 How to Exercise Your Right

To withdraw from a purchase, send a clear written statement to:

The 14-day period begins on the day of purchase. You must communicate your decision to withdraw before the deadline.

2.3 Exception - Services Commenced Early

If you request services to begin during the 14-day withdrawal period and the service is fully performed, you lose your right to withdraw. However, you will only pay proportionate costs for services actually rendered before withdrawal.

03CREDIT REFUND POLICY

3.1 Unused Credits

Unused credits may be refunded within 30 days of purchase. After 30 days, credits remain valid indefinitely but are non-refundable.

To request a refund of unused credits, contact support@cipher.builders with:

• +Your account email
• +Purchase date and order number
• +Number of unused credits
• +Reason for refund (optional)

3.2 Partially Used Packages

3.3 Bonus Credits

Bonus credits received as part of promotional packages are non-refundable but remain valid indefinitely.

04SERVICE REFUNDS

4.1 Completed Services

Credits used for successfully completed services are generally non-refundable. However, we maintain a satisfaction guarantee (see Section 5).

4.2 Cancelled or Incomplete Services

If a service is cancelled before completion or a specialist fails to deliver:

• +Full credit refund to your account balance
• +Option to cash refund within 14 days of cancellation
• +No penalty or deduction

4.3 Service Defects

If services are defective, not as described, or fail to meet reasonable quality standards, you are entitled to remedies under EU consumer law, including service correction, price reduction, or refund.

05SATISFACTION GUARANTEE

We stand behind the quality of our specialist services. If you are not satisfied with a completed service:

• +Contact us within 7 days of service completion
• +Provide specific details about your concerns
• +We will review and offer remedies: revision, reassignment, or credit refund

Our goal is to ensure every engagement meets your expectations and our standards.

06REFUND PROCESSING

6.1 Processing Time

We process refund requests within 5 business days of approval. Refunds are issued to your original payment method.

6.2 Payment Method Timing

• +Credit/Debit cards: 5-10 business days (depending on your bank)
• +Other payment methods: As specified by the payment provider

6.3 Currency and Fees

Refunds are issued in the original purchase currency. We do not charge refund processing fees. However, your bank or payment provider may apply currency conversion or transaction fees beyond our control.

07NON-REFUNDABLE ITEMS

• +Bonus credits from promotional offers
• +Credits older than 30 days (unless subject to satisfaction guarantee)
• +Gift credits or promotional codes
• +Services fully performed during the withdrawal period with your express consent

08FRAUDULENT OR ABUSIVE REQUESTS

We reserve the right to refuse refunds for fraudulent or abusive requests, including repeated refund requests without valid reason. Such actions may result in account suspension or termination.

09DISPUTE RESOLUTION

If you are not satisfied with our refund decision, you may:

• +Contact our customer support team for escalation
• +Contact your local consumer protection authority for independent dispute assistance
• +Seek legal remedies under applicable law

10CHANGES TO THIS POLICY

We may update this Refund Policy from time to time. Material changes will be notified by email or prominent notice on our platform. Your statutory rights as a consumer are not affected by policy changes.