Our refund terms for software licences, subscriptions, and services.
This Refund Policy applies to purchases made directly from Cloudfragments, trading as Citium Software ("we", "us", "our"). It explains when refunds are available, how to request one, and what to expect. This policy supplements our Terms of Service and any product-specific licence agreement you have entered into with us.
This policy covers:
It does not cover purchases made through third-party resellers, marketplaces, or cloud-provider billing systems. For those, the seller's own refund terms apply.
If you are a consumer resident in the European Union, you have a statutory right under EU consumer law to withdraw from a distance purchase within fourteen (14) days of the contract being concluded, without giving a reason.
Where you have requested that we begin providing digital content or services before the end of the 14-day withdrawal period, you expressly acknowledge that:
This statutory right applies in addition to, and is not limited by, the other provisions of this policy. Nothing in this policy affects your mandatory consumer rights in your country of residence.
For first-time customers purchasing an annual subscription directly from us, we offer a full refund of the licence fee if you cancel within thirty (30) days of the initial purchase, provided that:
The 30-day guarantee is available once per organisation. Subsequent renewals, upgrades, and additional product purchases are not covered by this guarantee.
Annual subscription renewals are non-refundable once the renewal period has begun. If you do not wish to renew, please notify us in writing at least thirty (30) days before the renewal date. We will send a renewal reminder to your billing contact at least forty-five (45) days before each renewal.
Subscriptions are non-cancellable mid-term and non-refundable after the 30-day window described in section 3.1, except as required by mandatory law or where we have materially breached our contractual obligations and failed to cure the breach within a reasonable period after written notice.
Downgrades and reductions in seat or capacity counts take effect at the next renewal. We do not issue partial refunds for unused seats or unused capacity during a term.
Perpetual software licences are non-refundable once delivered, except within fourteen (14) days of purchase where the licence has not been installed, activated, or used. Maintenance and support contracts attached to perpetual licences follow the subscription rules in section 3.
Professional services (implementation, integration, training, consulting) are billed on a fixed-fee or time-and-materials basis as agreed in a statement of work.
Products listed as "Free" on our website — including ZenoLog, ZenoViewer, and ZenoSecret — are provided at no cost and are not subject to this Refund Policy. No payment, no refund.
Where a separate Service Level Agreement (SLA) is in place between you and Citium Software, the remedies for downtime or performance failures (typically issued as service credits against future invoices) are governed exclusively by that SLA and not by this Refund Policy.
To set expectations clearly, we do not issue refunds in the following situations:
To request a refund under this policy, send a written request to administration@citiumsoftware.com from the email address registered to the account, including:
We aim to respond to refund requests within five (5) business days and to process approved refunds within fourteen (14) business days of approval. Refunds are issued to the original payment method where possible. For wire transfers and SEPA payments, refunds are returned to the originating bank account.
Refunds are issued in the original currency of the purchase. Taxes (VAT, sales tax) collected by us are refunded together with the refunded amount. Bank fees, currency-conversion losses, and intermediary charges are not refundable.
If you have a billing or refund concern, please contact us first — we resolve almost all issues quickly via email. Initiating a chargeback or payment dispute without first attempting to contact us may result in suspension of your subscription and forfeiture of any pending refund.
We may update this Refund Policy from time to time. The version in effect at the time of your purchase governs that purchase. Material changes will be posted on this page with an updated effective date.
For refund requests and billing questions:
Cloudfragments (trading as Citium Software)
Denmark, European Union
Administration: administration@citiumsoftware.com
General: info@citiumsoftware.com