Refund Policy

All CESIOME sales are final except for the limited exceptions stated in this policy. Each purchase is for personalized digital content generated from user-entered declaration data and delivered digitally. Once generation and delivery begin, the product cannot be returned in the ordinary 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, applies to exclude the standard 14-day withdrawal right for qualifying digital content purchases where performance begins immediately with prior express consent and explicit acknowledgment of loss of withdrawal right.

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.

CESIOME obtains this consent at checkout. By completing payment, the user asks CESIOME to begin immediate performance: creating the personalized certificate, preparing the post-payment certificate URL, and making the digital output available. Once the certificate is delivered, the withdrawal right is lost under the digital-content exception. This rule is also reflected in the Terms of Service.

CESIOME will issue a refund only in narrow cases where fairness, payment integrity, or mandatory law requires it. First, CESIOME will refund where a technical failure on CESIOME's side prevents delivery and a good-faith 48-hour re-issue attempt fails. A temporary delay, provider outage, or email delivery issue does not automatically qualify if CESIOME can re-issue the certificate or restore access.

Second, CESIOME will refund a verified duplicate charge caused by a payment processing error. Third, CESIOME will refund a fraudulent transaction where the user provides documentary evidence from the issuing bank, payment provider, or law enforcement. Fourth, CESIOME will refund a material defect that makes the deliverable completely unusable, such as a corrupt PDF or broken, unplayable video, if the issue is reported to cesiome@pm.me within 7 days with evidence.

In technical-failure and defect cases, CESIOME's first remedy is normally re-issue, repair, regeneration, or a fresh download link. A refund becomes available only when that remedy is not reasonably possible or fails within the stated period. This keeps the policy focused on restoring the digital deliverable the user purchased, rather than treating every temporary delivery problem as an automatic cancellation.

CESIOME does not refund for change of mind, buyer's remorse, regret after seeing the certificate, or dissatisfaction with declaration text that the user entered, reviewed, and confirmed before payment. The certificate is generated from user input, and the user is responsible for spelling, names, context, and the tier selected at checkout.

CESIOME also does not refund because of third-party reactions to the certificate, including complaints from individuals, brands, employers, social media audiences, or organizations named or implied in the declaration. Filing a chargeback with a bank without first attempting resolution through CESIOME is not a separate refund ground and may result in the consequences described below.

Refunds are also not available because a user selected the wrong name, selected the wrong tier, changed the intended declaration after generation, expected a social platform to display the video differently, misunderstood the symbolic nature of the certificate, or attempted to use the certificate for a legal, financial, tax, employment, investment, 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 order ID from Stripe or NOWPayments, the certificate serial number if available, a clear description of the issue, and supporting evidence such as screenshots, bank confirmation, provider notice, error message, corrupted file sample, or law-enforcement reference.

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. For a delivery failure, include the missing or inaccessible URL and any provider error. For a corrupt file, include the file or a screenshot showing the failure. For a duplicate charge, include both transaction references. For fraud, include the bank or authority document that shows the transaction was unauthorized.

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.

Crypto refunds processed through NOWPayments are handled at the current market exchange rate at the time of refund execution. That rate may differ from the original payment rate. Network fees, exchange-rate movement, token availability, and blockchain confirmation times are inherent risks of crypto transactions.

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, blockchain congestion, compliance checks, or incorrect wallet 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 chargebacks filed after a certificate was correctly generated and delivered according to the user's confirmed declaration.

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 evidence of checkout consent, digital delivery, user-entered declaration data, order metadata, download or access records, and the applicable Terms and Refund Policy. This evidence is used only to defend the transaction 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 submitted 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.