1. Scope
This policy applies to CleanWave processing-credit purchases. CleanWave verifies credit usage and eligibility and coordinates approved refunds through the payment provider. Mandatory rights under the law applicable to the consumer always prevail.
2. Statutory withdrawal
If you are a consumer entitled to withdraw from a distance contract, you may send an unambiguous withdrawal request within the applicable statutory period, including 14 days where that period applies. Email [email protected] and include the account email, transaction identifier and purchase date. You do not need to provide a reason.
3. Immediate access and used credits
Before checkout you are asked separately to request immediate access to credits. If you use credits during a withdrawal period, CleanWave begins the requested processing immediately. Where permitted by applicable law, the refundable amount may be reduced proportionally by the value of credits already consumed. We do not treat a failed job as consumed processing; reserved credits are returned automatically when analysis fails before completion.
4. Unused credits
Eligible unused credits are refunded when mandatory law requires it. Outside a mandatory right, CleanWave may approve a discretionary refund of unused credits after checking fraud, chargeback and prior-refund risk. Credits obtained through a refund are removed from the account. Refunds are returned through the original payment method where possible.
5. Billing errors and timing
Duplicate charges, incorrect quantities and unauthorized transactions should be reported promptly. We will acknowledge the request and coordinate with the payment provider. Bank and card-network processing times are outside CleanWave's control. This policy does not limit chargeback or complaint rights that cannot legally be excluded.
6. Model withdrawal statement
You may write: “I hereby withdraw from my CleanWave credit purchase made on [date], transaction [ID], for account [email].” Send it to [email protected]. The provider and correspondence address is 20 Prisăcarului Street, MD-6526, Anenii Noi, Republic of Moldova.