Refund Policy

CESIOME certificates are personalized digital goods generated from the occasion, names, short message, and style confirmed in the live preview. All sales are final except for the limited exceptions in this policy. Once generation or delivery begins, the certificate cannot be returned in the way a physical item can be returned.

For Romanian and EU consumers, EU Directive 2011/83/EU Article 16(m), implemented in Romania via Art. 16(m) of Annex 1 to Legea 363/2007, may exclude the standard 14-day withdrawal right for qualifying digital content where performance begins immediately with prior express consent and acknowledgment that the withdrawal right is lost.

EU consumers normally have a 14-day right to withdraw from distance contracts. That right is important for many online purchases, but EU consumer law also recognizes an exception for digital content supplied on a non-tangible medium when performance has begun with the consumer's prior express consent and with explicit acknowledgment that the withdrawal right is lost.

A user may cancel before certificate generation begins. Because paid certificates are normally generated immediately, that window may be very short. At checkout, CESIOME asks the user to consent to immediate performance, including generating the personalized certificate, preparing its private link, and making the PDF and PNG available. Once performance begins, the withdrawal right may be lost under the digital-content exception. This rule is also reflected in the Terms of Service.

CESIOME will issue a refund in limited cases where fairness, payment integrity, or mandatory law requires it. This includes a technical failure on CESIOME's side that prevents delivery of a working certificate and cannot be corrected through a reasonable regeneration, replacement download, or restored private link. A short delay or provider outage does not qualify if delivery can be completed promptly.

CESIOME will also refund a verified duplicate or erroneous charge. A fraudulent transaction will be handled as required by law and the payment processor's rules when supported by reasonable evidence. A material technical defect, such as a PDF or PNG that cannot be opened or a private link that never provides access, may qualify if reported to cesiome@pm.me within 7 days with enough information to verify the problem.

For a technical failure or defect, CESIOME's first remedy is normally regeneration, a corrected file, or a replacement private link. A refund is available when that remedy is not reasonably possible or does not provide a working certificate within a reasonable period. Mandatory rights for defective digital content remain unaffected.

CESIOME does not refund for a change of mind, buyer's remorse, or dissatisfaction with an occasion, name, date, short message, style, or other detail that the user entered, reviewed in the live preview, and confirmed before payment. The user is responsible for spelling, wording, personal references, and the selected design.

CESIOME also does not refund because another person or organization dislikes, disputes, or complains about user-entered content, or because a social or messaging service displays a shared PDF, PNG, or private link differently than expected. A chargeback filed without first seeking a resolution from CESIOME is not a separate refund ground.

Refunds are not available because a user selected the wrong occasion, name, message, or style, changed the intended content after generation, lost or disclosed the private link, misunderstood the novelty and commemorative nature of the certificate, or attempted to use it for a legal, official, governmental, evidentiary, financial, employment, academic, or regulatory purpose. Those uses are outside the service described in the Terms.

To request a refund, email cesiome@pm.me with the subject line: Refund Request - [Your Order ID]. Include the payment-processor order ID, private-link token or certificate serial number if available, a clear description of the issue, and relevant evidence such as a screenshot, payment notice, error message, unreadable file sample, or bank confirmation.

CESIOME will acknowledge a complete refund request within 1 business day and will provide a decision within 3 business days after all information needed to evaluate the request has been received. If the request is incomplete, CESIOME may ask for clarification. The decision period begins when the required information is complete.

Evidence should be specific enough for CESIOME to reproduce or verify the issue without collecting unrelated personal data. For a delivery failure, include the inaccessible private link and any error. For an unreadable PDF or PNG, include the file or a screenshot. For a duplicate or erroneous charge, include the relevant transaction references. For suspected fraud, include reasonable confirmation from the payment provider or bank.

Approved card, Apple Pay, Google Pay, Link, or comparable fiat refunds processed through Stripe normally take 5 to 10 business days to appear, depending on the issuing bank, card network, payment method, and local banking rules. CESIOME cannot speed up bank posting times once Stripe has executed the refund.

Where cryptocurrency payment is offered, an approved refund is handled through the relevant processor under its current exchange rate, network, and refund rules. The returned amount may differ from the original fiat-equivalent value because of exchange-rate movement, network fees, token availability, or confirmation timing.

Provider timelines begin only after CESIOME approves the refund and submits the instruction to Stripe or the relevant payment provider. Weekends, holidays, bank fraud reviews, card-network rules, network congestion, compliance checks, or incorrect destination details may extend the practical completion time. CESIOME will not issue a second refund while a provider refund is already pending.

The operator of the CESIOME service acts as merchant of record for fiat payments processed through Stripe Inc. and is responsible for VAT, including Romanian VAT (TVA), sales tax, and comparable tax calculation and collection where applicable. If a refund is approved for a Stripe transaction, the approved refund includes the applicable tax portion from the original payment to the extent returned through Stripe.

Tax treatment can depend on the payment provider, jurisdiction, invoice status, and timing of the refund. CESIOME does not provide tax advice and does not control tax records retained by Stripe for legal compliance.

If a user needs an invoice correction, tax receipt, or confirmation of refunded VAT or Romanian VAT (TVA), contact cesiome@pm.me with the Stripe payment or order ID. CESIOME will provide reasonable order references where available, but it cannot alter provider-issued tax records directly.

Filing a chargeback with your bank without first contacting CESIOME may result in payment details, order references, or related fraud signals being flagged to prevent future purchases. CESIOME will contest unjustified chargebacks, including a chargeback filed after a certificate was correctly generated and delivered from the details confirmed in the live preview.

Contacting CESIOME first is the fastest way to resolve technical delivery failures, duplicate charges, or defective files. Chargeback investigations can be slower, may require more documentary evidence, and may result in revocation of the associated certificate if payment is reversed.

If a chargeback is opened, CESIOME may provide the payment processor with limited evidence of checkout consent, payment confirmation, generation or delivery, order metadata, and the applicable Terms and Refund Policy. Certificate details expire from CESIOME's transient delivery flow and may no longer be available. Any retained evidence is used only to address the chargeback and protect the service from payment abuse.

Certificate revocation under the Terms of Service is independent from refund eligibility. CESIOME may revoke a certificate for content policy violations, Terms breaches, legitimate legal complaints, impersonation concerns, or other harmful use even where no refund is owed. Revocation prevents continued circulation of an active CESIOME output, but it is not itself a payment remedy.

A revoked certificate does not automatically entitle the user to a refund. Refund requests and revocation decisions are evaluated separately. For example, a certificate revoked because the user entered misleading or defamatory content may remain non-refundable even though CESIOME removes or marks the output.

Users who pay in cryptocurrency explicitly accept the inherent foreign exchange, token, network, liquidity, and timing risks of crypto transactions. Any approved crypto refund is calculated and processed at the current market exchange rate at the time NOWPayments executes the refund, not the exchange rate at the time of the original payment.

NOWPayments handles the refund mechanics through its network and provider systems. CESIOME cannot guarantee that the fiat-equivalent or token amount returned will match the original economic value, and it is not responsible for blockchain fees, wallet errors, address errors, exchange-rate movement, or network congestion outside CESIOME's control.

Refund questions and refund requests must be sent to cesiome@pm.me with the subject line: Refund Request. Include the order ID, certificate serial number where available, payment provider, issue description, and supporting evidence. Requests without enough information may be delayed until CESIOME can identify the transaction and evaluate the issue under this policy.