Overview
Carto Catral sells prepaid credits that unlock services inside your workspace. This policy explains when and how you can request a refund for a credit purchase.
14‑day cooling‑off period
If you are a consumer in the EU, UK, or another jurisdiction with a statutory cooling‑off right, you may request a full refund within 14 days of purchase — provided no credits from that order have been spent. Once any credit has been consumed, the order is considered performed and is no longer eligible for a cooling‑off refund.
Unused credit refunds
Outside the cooling‑off window, unused credits from a bank‑transfer order can be refunded at their original per‑credit price minus any bank fees we incurred. Bonus credits added as part of a promotion are non‑refundable and are deducted before the calculation.
Failed or duplicate payments
If we receive a duplicate transfer, a payment for the wrong amount, or a payment for an order that was already cancelled, we return the funds to the originating account within 10 business days of confirmation.
Service issues
If a service you paid credits for fails on our side and cannot be re‑run, we will refund the credits back to your balance. Reach out to [email protected] with your order ID and we will investigate within 5 business days.
Chargebacks
Please contact us before filing a chargeback — most disputes can be resolved directly and faster than a bank reversal. Fraudulent chargebacks may result in account suspension.
How to request a refund
Email [email protected] from the address on your account with your order ID and the reason for the request. Approved refunds are sent to the original payment method within 10 business days of approval.
Contact
Questions about this policy? Reach the billing team at [email protected].
This page is app‑owner editable content and is not a substitute for legal advice.