Rückerstattungsrichtlinie

1. Basic principles

The CiteLex service is a one-year managed digital service involving custom planning, website build, domain and deployment setup, content production, and ongoing operation after payment.

One weekly AI-optimized content post for one year, 52 posts total, is a complimentary bonus provided at no additional charge when the customer purchases the main AEO·GEO website build. It is not a separately priced paid item.

Mid-term cancellation, termination for convenience, refund of unused portions of the main service term, or refund for unused bonus weekly updates is not permitted once a paid contract is formed.

A waitlist submission alone does not create a paid amount subject to refund.

Problems arising from the AI or automation process—including content inaccuracies, omissions, expression errors, or outcomes that differ from the customer’s expectations—are not treated as company fault by default. Refunds, if any, are limited to cases where a defect falls within the scope of what the company expressly undertakes to provide under these Terms, the Refund Policy, and the checkout or project description, and only under the conditions stated below.

After initial delivery of the website and related deliverables following payment, no refund is available under any circumstances, including simple change of mind, unmet expected results, non-citation by external AI models, failure to reach specific keyword rankings, AI-generated content errors, or customer dissatisfaction with automated output.

2. Refunds before initial delivery only

Before initial delivery, refund eligibility is limited to the following cases within the company’s stated service scope: duplicate payments, which are refunded after confirmation; payment approval errors, unauthorized payments, or clear overcharges, which are canceled or refunded after payment processor record confirmation; and failure by the company to provide initial delivery within three weeks after both payment and required onboarding information are complete, without separate agreement and without customer-caused delay, in which case refund may be discussed.

Absence of Schema Markup, LLMs.txt, or other deliverables in the final source code after initial delivery is not a refund ground because refunds are not available after initial delivery as stated in Section 1.

AI- or automation-related issues, subjective dissatisfaction with generated content, or discrepancies between customer-provided information and AI output are not refund grounds before or after initial delivery unless expressly covered by a separate written agreement.

3. No refunds after initial delivery

“Initial delivery” means the first handover of the customer’s website and core deliverables—including deployment, domain connection, SSL application, and the initial published site—after payment and required onboarding information are complete, as notified by the company by email or project link.

Once initial delivery has occurred, refunds are not available under any circumstances. This includes, without limitation: simple change of mind; internal business circumstances; budget changes; competitor comparison; changed expectations; AI-generated wording, content, or structured-data errors; inaccuracies traceable to customer-provided information; failure of external AI platforms to crawl, learn, cite, or rank; traffic, conversion, or revenue changes; partial use or non-use of bonus weekly content updates; or request to cancel the remaining service term.

After initial delivery, the company may, at its discretion and within the scope of the service, provide free correction for controllable technical defects such as broken links, SSL issues, deployment errors, inaccessible pages, or missing core markup, but such correction does not create any right to refund.

The 52 weekly AI-optimized content posts are a bonus provided with purchase of the main service. Completion of initial delivery means the main service has commenced in substance; remaining or unused bonus weekly posts do not entitle the customer to partial or full refund.

4. Free correction and technical defect handling

Within 14 days after initial delivery, if controllable technical defects such as broken links, SSL issues, deployment errors, inaccessible pages, or missing core markup are found, the company first seeks to correct them at no charge within the scope of the service.

Technical defects are, in principle, addressed through free correction rather than refund. After initial delivery, no refund is available even if root-cause resolution through correction is difficult, except where applicable law mandatorily requires otherwise.

Defects arising from AI content generation, customer-provided information, third-party platforms, domain expiration, or factors outside the company’s stated deliverables are not technical defects eligible for refund.

5. Non-refundable or limited cases

AEO·GEO is infrastructure for helping target AI systems recognize and learn a brand accurately. Result metrics dependent on third-party AI platforms’ own algorithms, or subjective reasons, are not recognized as defects.

Guaranteed search ranking or answer priority in specific AI search engines, absolute time until crawl completion or learning, and changes in traffic, conversion, or revenue after optimization are not refund reasons.

Errors, omissions, or unsatisfactory results produced by AI or automation during website build, structured-data generation, or bonus weekly content publishing are not company fault by default and are not refund reasons.

Delays caused by the customer’s failure to submit required information, false or inaccurate information, review delay, legal review delay, delayed domain or DNS cooperation, or delayed external account approval are not treated as company delivery delay.

Domain registration fees, external paid tools, payment fees, exchange fees, and costs for content already published or work already performed may be excluded or deducted from any pre-delivery refund.

Mid-term cancellation or refund of unused weeks, unused bonus content posts, or the remaining contract period is not permitted.

6. Partial refund calculation

If a refund is exceptionally required before initial delivery, a partial refundable amount may be calculated by excluding planning, design, development, domain, deployment, content production, operations, and third-party costs already incurred.

Partial refunds may differ in actual deposited amount and timing due to payment currency, payment processor policy, card issuer processing schedule, and exchange rate differences.

No partial refund is available after initial delivery.

7. Refund request procedure

Refund requests must be sent to contact@citelex.app with order identification, payment email, refund reason, verifiable error details, screenshots, or source verification materials.

After receipt, the company reviews technical inspection, work history, deployment history, payment history, customer information submission timing, and third-party service status, then informs the customer of refund eligibility and expected processing schedule.

If the customer disputes the charge with the payment processor or card issuer during refund review, the company may submit materials required for that process, and duplicate refunds are not allowed.