30 days. No argument.

The guarantee

Every new subscription comes with a 30-day money-back guarantee, running from the date of your first payment. Ask inside that window and you get the whole amount back — not a prorated slice of it, and not a credit note.

We ask for a reason because it is usually a bug we can fix or a misunderstanding about what the product does. Answering is optional and it does not affect whether you get the money.

How to ask

Paddle is our merchant of record, so Paddle processes the refund. Either route works and both reach the same place:

• Through Paddle — paddle.net, the order-support portal. Have the email address you bought with, or the order number from your receipt.
• Through us — email hello@ctx10.com from the address on the account. We start it with Paddle for you the same working day.

Refunds go back to the original payment method. Paddle usually completes them within a few working days; how quickly it then appears is your bank's decision, not ours or theirs.

Monthly and annual plans

Monthly. The guarantee covers your first month. After that, cancel any time and access runs to the end of the month you have paid for — there is nothing to refund because there is nothing left owing.

Annual. The guarantee covers the first 30 days of the year you bought. Cancel after that and access runs to the end of the paid year. We do not refund the unused months by default — the annual price already carries two months free against paying monthly, and that discount is what the commitment buys.

If something has genuinely gone wrong partway through an annual term — a Creatio migration that ended the need, a change on our side you did not sign up for — write to us. We would rather sort it out than hold you to a clause.

After the 30 days

Cancelling and refunding are different things. You can cancel whenever you like, from anywhere, and it takes effect at the end of the period you have paid for. That does not return money already paid for the current period, and it does not need to — you keep the access you bought until it runs out.

Renewals are refundable on the same terms as a first payment if you tell us within 30 days of the renewal charge and you have not used the service in that period. If a renewal caught you by surprise, say so — we will not make you argue about it.

Before you ever pay

We run ctx10 against your instance before you buy anything: thirty minutes, read-only, on a test copy or your live system, and you keep the report either way. That assessment runs under the same read-only locks as the subscription and under the standard Data Processing Agreement, so the paperwork exists before the first index is built rather than after. Most refund requests are avoided there rather than here. See Pricing, or just ask for a walkthrough.

Questions

Anything about a refund, a charge or an invoice: hello@ctx10.com or +216 21 562 512. This policy forms part of our Terms & Conditions.