BibCit - Refund & Cancellation Policy

BibCit ("we", "us", "our") sells prepaid digital credits that are consumed in real time when you use our services - including MassiveMark, MassiveRef, CiteGenie, MassivePix, MassiveDiag, BibCit API, Markdown Capturer by BibCit browser extension, and any future BibCit product (collectively, the "Services"). Payments are processed through the following providers:

• Paddle acts as the Merchant of Record. This means Paddle processes the payment, collects applicable taxes, and issues the invoice on our behalf.
• Stripe processes card payments directly on our behalf. Stripe handles payment authorisation, fraud screening, and settlement.
• Razorpay processes payments for supported regions and currencies. Razorpay handles payment authorisation, verification, and settlement on our behalf.

Because credits are a consumable digital good delivered instantly upon purchase, all sales are considered final except in the narrow circumstances described below.

A refund may be considered only if all of the following conditions are met simultaneously:

1. Timing. The refund request is submitted within 14 calendar days of the original purchase date.
2. Zero Reconciled Usage. Your account shows absolutely zero Reconciled Usage of Purchased Credits from the transaction in question. Any consumption - even a single credit - voids eligibility entirely. "Zero usage" is determined by BibCit after full reconciliation (see Section 2), not by the balance visible to you at the time of request.
3. Non-Negative Balance. Your Credit Balance is zero or positive at the time the refund is assessed. If your account holds a Negative Balance, you are ineligible for any refund until the Negative Balance is settled in full (see Section 6).
4. No Prior Refund. You have not previously received a refund on any BibCit purchase. Each account is entitled to a maximum of one (1) refund over its entire lifetime.
5. Reasonable Use. Your account has not been flagged for, or found in breach of, BibCit's reasonable-use expectations - including but not limited to identity misrepresentation, abuse of promotional or complimentary credit programmes, or any form of fraudulent activity.
6. Support Contact First. You have contacted BibCit support before filing any refund request, payment dispute, or chargeback with Paddle, Stripe, Razorpay, or your financial institution.

If any single condition above is not met, the refund request will be declined.

Without limiting the generality of Section 3, refunds will not be issued in the following cases:

• You changed your mind or no longer wish to use the Services.
• You were unaware of how credits are consumed or how pricing works.
• You did not read or understand these terms before purchasing.
• Any Purchased Credits from the transaction have been consumed, even partially, regardless of the amount.
• The issue you report is caused by user error, incorrect file uploads, unsupported file formats, or misconfiguration on your end.
• You have already received a refund on a prior BibCit purchase.
• Your account has been suspended, restricted, or terminated for a violation of our Terms of Service or reasonable-use expectations.
• You are operating, or have operated, more than one BibCit account.

Complimentary Credits (including but not limited to email-verification bonuses, referral bonuses, and promotional grants):

• Have no cash value whatsoever.
• Are non-refundable, non-transferable, and non-exchangeable.
• Cannot be applied toward settling a Negative Balance for the purpose of qualifying for a refund.
• Are consumed before Purchased Credits under BibCit's credit-deduction order. Consumption of Complimentary Credits constitutes usage of the Services for the purposes of this policy.

If you initiate a chargeback, payment dispute, or bank reversal with Paddle, Stripe, Razorpay, your card issuer, or any financial intermediary without first contacting BibCit support and allowing a reasonable resolution period (minimum 5 business days):

• Your BibCit account will be immediately suspended pending investigation.
• All credits (Purchased and Complimentary) will be frozen.
• If the chargeback is resolved in BibCit's favour, any outstanding Negative Balance will be applied to your account.
• BibCit reserves the right to permanently terminate accounts that file frivolous or bad-faith disputes and to pursue recovery of any losses through the applicable payment processor or directly.

We strongly encourage you to contact us first. We resolve most issues within 1-2 business days.

BibCit reserves the right to investigate suspected fraud or abuse. As part of any investigation, BibCit may review account activity, IP records, login patterns, and any other available data. The following activities will result in immediate denial of any refund request and may lead to permanent account termination:

• Creating or operating multiple accounts to obtain Complimentary Credits, promotional offers, or free-tier benefits more than once.
• Using VPNs, proxies, TOR, or similar tools to obscure your identity or location in connection with account creation, credit purchases, or refund requests.
• Providing false, misleading, or impersonated identity information.
• Coordinating with third parties to exploit promotional programmes.
• Purchasing credits with the intent to consume them and then request a refund (commonly known as "refund fraud" or "friendly fraud").
• Any pattern of behaviour that, in BibCit's reasonable judgement, constitutes an attempt to obtain Services or credits without payment.

BibCit reserves the right to require identity verification (including government-issued identification matching the name on the payment method) before processing any refund.

Approved refunds are processed by the original payment processor (Paddle, Stripe, or Razorpay) to the original payment method. Processing times are subject to the processor's policies and your financial institution's procedures, typically up to 15 business days.

BibCit is not responsible for delays caused by payment processors or your bank. Refunds are issued in the original transaction currency. Exchange-rate differences between the purchase date and refund date are not compensated.

1. Contact BibCit Support first by emailing bibcithelp@gmail.com. Refund and payment disputes are handled exclusively over email.
2. Include the following in your request:
   • The email address associated with your BibCit account.
   • Order number or transaction ID from your receipt email (Paddle, Stripe, or Razorpay).
   • A clear description of the reason for the refund request.
3. BibCit will review your request against the eligibility criteria in Section 4 after Reconciled Usage has been finalised. You will receive a written response within 5 business days.
4. If your request is approved, BibCit will instruct the applicable payment processor to process the refund. If declined, you will receive a written explanation.

We kindly request that you do not file a chargeback or dispute with Paddle, Stripe, Razorpay, or your bank before completing this process, as doing so may affect your eligibility (see Section 8).

For transparency, BibCit deducts credits in the following order:

1. Complimentary Credits (consumed first).
2. Purchased Credits (consumed after all Complimentary Credits are exhausted).
3. Negative Balance accrual (if both Complimentary and Purchased Credits are exhausted).

Credit deductions for processing jobs may be deferred. Your visible Credit Balance at any given moment may not reflect pending deductions. Refund eligibility is always determined based on the fully Reconciled Usage, not the real-time displayed balance.

This Refund & Cancellation Policy is supplementary to BibCit's Terms of Service and Privacy Policy. In the event of any conflict between this policy and the Terms of Service, the Terms of Service shall prevail.

For payment processor-specific buyer terms, please visit:

• Paddle: https://www.paddle.com/legal/terms
• Stripe: https://stripe.com/legal/consumer
• Razorpay: https://razorpay.com/terms

If you have questions about this policy:

• Email: bibcithelp@gmail.com