Last updated: July 4, 2026
Refund Policy
Use these templates to submit a complete request through the ticket system. Include verifiable evidence and invoice references to speed up review.
1. General eligibility criteria
Refunds are processed only when there is a verifiable failure within the contracted scope.
Service non-delivery
The contracted service was not provided within the agreed timeframe and no verifiable deliverables exist.
Material defect
The delivery substantially deviates from accepted technical or functional specifications.
SLA breach
Documented availability, response, or critical delivery commitments were not met.
Citymoon-attributable circumstances
Coordination, communication, or interpretation failures caused significant delays not attributable to the customer.
2. Request procedure
Every request must be submitted in writing through a ticket to preserve traceability.
- Create a ticket with the exact invoice, contract, or commercial reference.
- Describe the reason, relevant dates, claimed amount, and affected scope.
- Attach screenshots, logs, links, prior messages, or technical evidence.
- Wait for initial review within 10 business days.
- If approved, processing may take up to 30 calendar days.
3. Exclusions and limitations
Refunds do not apply in these scenarios.
- Subjective dissatisfaction when the service was delivered as agreed.
- Consulting, analysis, audits, or advisory work already performed in whole or in part.
- Continuous services effectively used during the contracted period.
- Cancellations caused by terms violations, misuse, or customer breach.
- Failures caused by incorrect configuration, defective integration, or customer changes.
4. Credits and alternative compensation
When appropriate, Citymoon may propose a reasonable alternative.
- Account credit applicable to future services for 12 months.
- Technical correction or additional support at no cost to solve the deficiency.
- Temporary service upgrade as proportional compensation.
5. Financial limit
The maximum refundable amount never exceeds the amount paid for the specific service during the 90 days preceding the request.
6. Custom services
Custom development, integrations, and fixed-scope projects are generally non-refundable once execution starts, except for material breach attributable to Citymoon.
7. Abuse prevention
Repeated, incomplete, or fraudulent requests may be flagged as high risk and denied.
8. Escalation
Complex appeals may require technical or legal review before final resolution.