Refund and Cancellation Policy

This Refund and Cancellation Policy applies to paid subscriptions for Cervo, a software product owned and operated by DeGNZ Labs SARL, based in Meknes, Morocco.

It explains how subscriptions may be cancelled, when cancellations take effect, how refund requests are reviewed, and how Paddle processes subscription payments and approved refunds.

This policy forms part of the Cervo Terms & Conditions.

Cervo subscriptions are sold and processed through Paddle, our authorized reseller and Merchant of Record.

Paddle is responsible for processing payments, calculating and collecting applicable taxes, issuing receipts and invoices, managing payment authentication, and processing approved refunds.

When you purchase a Cervo subscription through Paddle, Paddle's applicable Buyer Terms and Refund Policy also apply to the transaction.

If this policy, Paddle's applicable terms, or mandatory law provide different levels of protection, the protection that gives you the greatest non-waivable right will apply.

Cervo may be offered through monthly, annual, or other subscription intervals presented at checkout.

Unless otherwise stated in an Order Form or written agreement:

• subscriptions renew automatically at the end of each billing period;
• Paddle charges the payment method associated with the subscription;
• applicable taxes may be added based on the buyer's billing location and tax status;
• the subscription continues until it is cancelled;
• the applicable price, currency, billing interval, and renewal date are shown during checkout and in the Paddle buyer portal.

You are responsible for keeping your billing and payment information accurate and current.

You may cancel a Cervo subscription at any time through:

• the Paddle buyer portal;
• the subscription-management link included in Paddle's transaction or subscription emails;
• an available billing-management link inside Cervo; or
• a written request sent to yassir@degnz.studio.

Unless applicable law, Paddle's terms, or a written agreement requires otherwise:

• cancellation takes effect at the end of the current paid billing period;
• access to the paid Plan normally continues until that billing period ends;
• the subscription will not renew after the cancellation takes effect;
• no further recurring payment will be collected after the effective cancellation date;
• cancellation does not automatically create a refund for the current billing period.

You should cancel before the next renewal date to prevent another recurring charge.

When a subscription ends:

• paid Cervo features may become unavailable;
• MCP connections and endpoints may stop functioning;
• the Workspace may become restricted or suspended;
• creation of new Brains, files, members, endpoints, or other resources may be blocked;
• Customer Content is not necessarily deleted immediately;
• any available export should be completed before access ends;
• data may later be retained, deleted, or anonymized according to the Cervo Terms & Conditions and applicable data-retention practices.

Cancelling a subscription does not remove amounts that became due before cancellation took effect.

A refund request should normally be submitted within 30 days of:

• the initial subscription purchase; or
• the subscription renewal to which the request relates.

Submitting a request within this period does not guarantee that a refund will be approved.

Refund eligibility is assessed according to:

• this policy;
• Paddle's applicable Buyer Terms and Refund Policy;
• the circumstances of the transaction;
• product usage;
• applicable consumer and contract law;
• any additional rights stated in an Order Form or written agreement.

Requests submitted after 30 days may be declined unless mandatory law, Paddle's applicable policy, or exceptional circumstances require or justify a different outcome.

Except where required by applicable law, Paddle's applicable terms, or an express written agreement, Cervo subscription fees and other charges are generally non-refundable and non-exchangeable.

Refunds may be approved on a case-by-case basis.

DeGNZ Labs may authorize Paddle to issue:

• a full refund;
• a partial refund;
• a credit or adjustment where supported by Paddle; or
• no refund.

Any approved refund is issued by Paddle as Merchant of Record. DeGNZ Labs does not send refund payments directly to buyers.

A refund request may be considered where:

• a duplicate charge occurred;
• the wrong subscription or billing interval was charged due to a verified transaction error;
• an unauthorized transaction is confirmed through the appropriate payment and security review;
• a persistent material technical defect prevented reasonable access to the principal features of the purchased Plan;
• the product was materially different from the description presented at purchase;
• Cervo access was not delivered after successful payment because of an issue within DeGNZ Labs' reasonable control;
• a renewal charge occurred after a valid cancellation had already taken effect;
• mandatory law gives the buyer a withdrawal, cancellation, refund, or product-defect right;
• Paddle determines that a refund is appropriate under its applicable policies.

We may ask for reasonable information to investigate the request.

Unless required by law, refunds are normally not granted for:

• unused time remaining after a voluntary cancellation;
• failure to cancel before a renewal date;
• partial use of a monthly or annual subscription;
• a change of mind after substantial use;
• lack of usage where the service remained available;
• dissatisfaction caused primarily by an External AI Service operated by a third party;
• changes, downtime, restrictions, or output produced by ChatGPT, Claude, another AI provider, or another connected service;
• customer-side configuration, permissions, network, browser, device, integration, or security issues;
• failure to follow available setup, troubleshooting, or support instructions;
• loss of access resulting from a breach of the Cervo Terms & Conditions;
• suspension caused by non-payment, abuse, security risk, unlawful use, or policy violation;
• features not included in the purchased Plan;
• expectations based on roadmap statements, demonstrations, marketing materials, or features that were not included in the applicable Order;
• a decision not to continue using Cervo for internal business reasons;
• a reduction in usage, team size, or operational need;
• failure to use available subscription-management tools.

Nothing in this section removes rights that cannot lawfully be limited.

If a persistent technical issue or material defect prevents access to the features materially described for the purchased Plan, you should contact DeGNZ Labs before initiating a payment dispute.

Please provide:

• the subscription email address;
• the Paddle transaction or subscription reference;
• the affected Workspace;
• a description of the issue;
• the date the issue began;
• reasonable steps to reproduce it;
• any relevant screenshots or error messages that do not contain secrets or confidential Customer Content.

We will make a commercially reasonable effort to investigate and remedy the issue.

Where the issue cannot be resolved and there is evidence of a material product defect, DeGNZ Labs or Paddle may approve a full or partial refund according to this policy, Paddle's applicable terms, and applicable law.

A renewal is a new recurring transaction for the next billing period.

A refund request concerning a renewal should normally be submitted within 30 days of that renewal.

A renewal refund is not automatic merely because:

• the Customer did not use Cervo after renewal;
• a cancellation was submitted after the renewal charge;
• the renewal reminder was not read;
• the Customer forgot to cancel.

However, we may consider the timing of the request, product usage after renewal, prior cancellation attempts, technical issues, and other relevant circumstances.

If a renewal is refunded and the associated subscription period is cancelled, access to paid features may end immediately.

Annual subscriptions provide access for the annual billing period and may include pricing different from monthly billing.

Unless required by law or expressly approved:

• cancelling an annual subscription prevents the next annual renewal;
• cancellation does not create a prorated refund for unused months;
• partial refunds for an annual subscription are discretionary;
• an approved full refund may cause paid access to end immediately;
• an approved partial refund or credit may be calculated and processed by Paddle.

Plan upgrades, downgrades, and billing-interval changes may produce immediate charges, prorated charges, credits, or scheduled changes according to the terms displayed in Cervo or Paddle Checkout.

A scheduled downgrade does not normally create a cash refund for the current Plan.

Where Paddle creates a credit balance following a subscription change, that credit may be applied according to Paddle's billing rules rather than refunded as cash.

Any refund connected to an upgrade, downgrade, proration, or credit balance is subject to Paddle's supported transaction rules.

A failed or overdue payment is not a cancellation.

Paddle or DeGNZ Labs may:

• retry the payment;
• request updated payment information;
• restrict or suspend access;
• cancel the subscription after unsuccessful collection attempts.

A Workspace suspended for failed payment may be restored after successful payment, subject to the applicable Plan and account status.

No refund is due for a payment that was never successfully collected.

You may request a refund through one of the following channels:

1. Use the Manage subscription, View receipt, or support link included in the Paddle transaction email.
2. Use Paddle's buyer-support service at paddle.net.
3. Contact DeGNZ Labs at yassir@degnz.studio.

Your request should include:

• your full name;
• the email address used for the purchase;
• the Paddle transaction, receipt, or subscription reference;
• the date and amount of the charge;
• the reason for the request;
• relevant information supporting the request.

Do not send full payment-card numbers, passwords, private keys, API keys, unrestricted tokens, or unnecessary confidential Customer Content.

Refund requests are reviewed using the available transaction, account, product-usage, support, and technical records.

We may:

• approve the request;
• approve a partial refund;
• request more information;
• attempt to resolve the underlying issue;
• refer the buyer to Paddle;
• decline the request.

Where DeGNZ Labs approves a refund, we will instruct or authorize Paddle to process it.

Paddle may also make an independent decision according to its Buyer Terms, Refund Policy, payment-network obligations, fraud controls, and applicable law.

Approved refunds are processed by Paddle.

Where possible, the refund is returned to the original payment method.

The time required for the refund to appear depends on:

• the payment method;
• the buyer's bank or payment provider;
• payment-network processing;
• Paddle's processing time.

Paddle's current policy states that eligible refunds are generally processed within 30 days of approval, while banks or payment providers may require additional time before the funds appear.

Currency conversion differences, bank fees, or exchange-rate changes may affect the final amount displayed by the buyer's financial institution. DeGNZ Labs does not control those external adjustments.

Refunds may be refused where there is evidence of:

• fraud;
• refund abuse;
• repeated manipulative refund requests;
• intentional misuse of Cervo;
• false or misleading information;
• an attempt to retain access after receiving a refund;
• a violation of the Cervo Terms & Conditions.

Before initiating a chargeback or payment dispute, buyers are encouraged to contact DeGNZ Labs or Paddle so that the issue can be investigated.

Nothing in this policy prevents a buyer from exercising a lawful payment-dispute right.

Cervo is designed primarily for business and professional use.

However, a buyer who legally qualifies as a consumer may have mandatory cancellation, withdrawal, refund, conformity, or product-defect rights under the laws of their country.

Those rights vary by jurisdiction and may include specific rules for digital services that begin immediately after purchase.

Nothing in this policy excludes, limits, or replaces any right that cannot lawfully be waived.

Where Paddle's applicable Buyer Terms or Refund Policy grant a buyer greater rights than this policy, Paddle's applicable protection will apply to the transaction processed by Paddle.

We may update this Refund and Cancellation Policy to reflect:

• changes to Cervo;
• changes to subscription management;
• Paddle policy or product changes;
• legal or regulatory requirements;
• changes to our commercial practices.

The current version will be published with an updated date.

A change will not remove a mandatory right that applied to a transaction when it was completed.

Questions, cancellation requests, and refund requests may be sent to:

• DeGNZ Labs SARL
• Meknes, Morocco
• Product: Cervo
• Email: yassir@degnz.studio

For payment, receipt, subscription, and refund support relating to a Paddle transaction, buyers may also use Paddle Buyer Support.