3) CLEO PAYMENTS AND REFUNDS
Last updated: May 27, 2026
This policy explains how payments, renewals, cancellations, and refund reviews work at Cleo.
1. Subscriptions and charges
Cleo may offer free plans and paid recurring subscriptions. Before completing a purchase, you will see the plan name, price, billing interval, and included features.
2. Automatic renewal
Unless clearly stated otherwise, paid plans renew automatically at the end of each billing period until canceled.
3. Cancellation
You may cancel your subscription at any time through the plan-management route available in the platform. Cancellation prevents future charges, but it does not automatically reverse charges already processed or make an already-started billing period refundable.
4. Refund review
If you believe there has been a real billing issue, a duplicate charge, or a serious technical-access issue after payment, you may contact soporte@cleoia.ai and we will review the case reasonably.
5. Digital services and right of withdrawal
When a Cleo digital subscription is activated and you begin using it, part of the service may already be considered performed. For that reason, the level of usage may be relevant when reviewing refund or withdrawal requests, always subject to applicable law.
Substantial use of Cleo may limit refund or withdrawal eligibility where the law allows the already-started performance of the digital service to be taken into account.
For Cleo's internal review process, more than 5 messages within the relevant billing period may be treated as substantial use of the service. This guideline is used as a review reference only and is not intended to remove or reduce any mandatory consumer rights available under applicable law.
6. Cases that typically do not create an automatic refund
Unless applicable law requires otherwise, there is typically no automatic refund for:
* change of mind,
* failing to use the service after access was made available,
* failing to cancel before renewal,
* subjective disagreement with a response,
* or unmet personal expectations.
7. Plan changes
Cleo may allow upgrades, downgrades, or other plan changes. Where applicable, the relevant conditions will be shown in the relevant flow before you confirm the change.
8. Governing law and consumer protection
This policy should be read together with Cleo's Terms and Conditions and under the laws of the Netherlands, without prejudice to any mandatory consumer protections available under applicable law.
9. Contact
For questions about payments, subscriptions, cancellations, or refunds, contact: