Refund Policy

CAIRL operates two pricing domains with different refund rules. This policy explains what is refundable, what is not, and how to request a refund.

Free (Identity Point)

No charge, no refund applicable.

Paid Subscriptions (Identity Plus, Identity Pro, Identity Prime)

• Cancellation: You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period. You retain access to paid features until the period expires.
• No partial refunds: We do not issue refunds for unused time remaining in a billing period after cancellation.
• Annual subscriptions: If you cancel an annual subscription, you retain access for the remainder of the prepaid year. No partial refund is issued for remaining months.
• Downgrades: If you downgrade from a higher plan (e.g., Prime to Plus), the downgrade takes effect at the next billing period. No refund is issued for the difference between plans during the current period.

When We May Issue a Subscription Refund

We may issue a refund at our discretion in the following circumstances:

• Duplicate charge: If you were charged twice for the same billing period
• Service failure: If the Service was substantially unavailable for an extended period during your billing cycle and no SLA agreement applies
• Billing error: If you were charged after a cancellation was properly submitted

Refund requests must be submitted within 30 days of the charge in question.

Prepaid Wallet

Wallet balances are refundable subject to the conditions below. We do not keep unused funds as revenue, and refunds carry no fee.

• Wallet funding: When you fund your CAIRL wallet ($50 / $100 / $250 / $500 / $1,000), the balance is available for platform usage.
• Wallet balances do not expire as long as your account remains active and in good standing.
• Wallet balances cannot be transferred to another account or used outside the Service.
• Wallet balances represent prepaid access to CAIRL services only and do not represent funds held on behalf of the user.

When You Close a Business

When you close a business account, we refund its unused wallet balance automatically. You do not need to ask.

• Full refund, no fee: We refund the full unused balance. Refunds carry no fee: we do not deduct a processing fee, an administrative fee or any other fee.
• Original payment method: We refund to the card or cards you paid with, starting with your most recent payment. We refund only to the person or business that paid.
• Funds on hold: Money on hold, for example during a payment dispute, is refunded the same way once it is released.
• If a card can't be refunded: If a payment is too old to refund to the card, or the refund fails, our team refunds the rest to you another way and contacts you if we need anything. Your business is still closed.
• Review: We may review a closure refund before we issue it, for example when a business is new or was funded shortly before closing. See Abuse prevention below.
• Timing: Card refunds usually arrive within 5 to 10 business days after we issue them.

The request window below does not apply to closure refunds.

Wallet Refund Eligibility

While your business stays open, you may request a refund of your unused wallet balance subject to the following conditions:

• Unused balance only: Only unspent funds are eligible for refund. Completed usage charges (enrollments, VAEs, claim evaluations) are final and non-refundable.
• No fee: Refunds carry no fee. We do not deduct a processing fee, an administrative fee or any other fee from a refund.
• Refund method: Refunds are issued to the original payment method where possible.
• Partial refunds: Refunds may be issued for a portion of the remaining balance where applicable.
• Abuse prevention: We reserve the right to review, deny or limit refunds, including closure refunds, in cases of suspected abuse, including repeated funding and refunding of wallet balances without legitimate platform use.
• Request window: Refund requests for wallet balances should be submitted within 30 days of the most recent wallet funding. This window does not apply when you close a business.

Approved wallet refunds are typically processed within 10 business days.

Usage Charges (Enrollments, VAEs, Claims)

• Completed enrollments are non-refundable. Once an enrollment (first-time identity verification per user for a connected service) is processed, the $0.50 charge is final.
• Completed authorization events (VAEs) are non-refundable. Each VAE is priced by the claims it evaluates — the combined per-claim price for that session, subject to a 3-cent minimum — and the charge is final once processed.
• Claim evaluations are billed as part of the VAE that requests them; there is no separate per-claim charge or bundled claim allowance. Once the VAE is processed, the charge is final.

When We May Issue a Wallet Credit

In addition to balance refunds, we may issue wallet credits at our discretion:

• CAIRL-initiated termination without cause: If we terminate your account without cause (not for fraud or ToS violation), we will refund your remaining wallet balance to the original payment method.
• Billing error: If usage was incorrectly metered or charged due to a platform error, we will credit or refund the affected amount.
• Failed verification due to platform fault: If a verification event fails due to a CAIRL system error (not user error, document quality, or fraud detection), we may credit the enrollment fee back to your wallet.

Wallet refunds and credits, when issued, are returned to the original payment method or credited to the wallet at our discretion. A closure refund is always returned to you, never credited to the wallet.

Refund terms for Contract ($500+/month committed) and Enterprise agreements are governed by the terms of the individual written agreement. This policy does not apply to committed-spend contracts unless the agreement references it.

To request a refund, contact us at:

• Email: billing@cairl.co
• Subject line: Include your account email and "Refund Request"

We aim to respond to all refund requests within 5 business days. Approved refunds are typically processed within 10 business days.

Account Termination by CAIRL (For Cause)

If we terminate your account for fraud, ToS violation, or abuse, no refund is issued for any remaining subscription period or wallet balance. This includes but is not limited to submitting fraudulent documents, creating duplicate accounts, circumventing biometric uniqueness enforcement, and violating Business User restrictions.

Account Termination by CAIRL (Without Cause)

If we terminate your account without cause, we will refund your remaining wallet balance and the pro-rated value of any unused subscription period to the original payment method.

Disputed Charges

If you dispute a charge with your bank or card issuer (chargeback), we reserve the right to suspend your account pending resolution. If the dispute is resolved in our favor, you are responsible for any fees incurred.

Currency

All prices, charges, and refunds are in US Dollars (USD).

Death or Incapacity of Account Holder

In the event of the account holder's death or legal incapacity, an authorized representative may contact legal@cairl.co with appropriate documentation to request account closure and any applicable refund.

Service Migration or Discontinuation

If CAIRL discontinues a paid feature or materially changes the Service in a way that substantially reduces its value, affected subscribers will receive either a pro-rated refund or a credit toward an alternative feature, at our discretion. We will provide at least 30 days' notice before discontinuing any paid feature.

• Billing inquiries: billing@cairl.co
• Legal inquiries: legal@cairl.co
• Address: CAIRL, Inc., 2810 North Church Street, STE 88106, Wilmington, DE 19802