Refund Policy

Cancellation and renewal

You can cancel future renewal before the subscription’s renewal date through the Polar customer portal linked in your purchase or billing email. If you cannot access the portal, use the cancellation support form or email bastilleworks@mailo.com with your order or subscription reference.

After cancellation, the subscription remains in a pending-cancel state until the current subscription renewal date. Your current-period entitlement remains active. It will not be renewed at the end of that period.

Cancellation is not an automatic immediate refund, nor an automatic prorated refund of an annual or monthly paid period. A support-form acknowledgement means that a message was accepted for delivery; it is not confirmation that the payment provider has processed cancellation. Check the cancellation confirmation and period-end date in your billing portal or correspondence.

Voluntary refunds

Outside refunds required by law, a refund is discretionary. Request one through Bastille-C3 support or by email. A voluntary refund request must be accompanied by a support ticket or correspondence showing that:

• The issue concerns a Bastille-C3 product and is within Bastille-C3’s own control.
• You reported the issue and provided relevant, redacted information needed to investigate it.
• You cooperated with reasonable troubleshooting efforts.
• You gave Bastille-C3 reasonable time to investigate and resolve the issue.

Meeting these conditions allows us to assess the request. It does not guarantee a voluntary refund. We may ask for the earlier support reference, product and harness versions, reproduction steps, dates, and the outcome of troubleshooting. Do not send full license keys, API secrets or confidential customer data.

No fixed voluntary money-back window is promised by this policy. Your statutory rights and deadlines remain separate.

Outside-control issues

We do not grant voluntary refunds for an issue caused by a harness, an LLM cloud provider, customer hardware, a customer network, or another system outside Bastille-C3’s control. Examples include provider outages, model behavior or output, provider usage limits, network interruptions, and an incompatible customer environment that is not a defect in the Bastille-C3 product supplied.

Bastille-C3 does not host, provide, curate or manage the content or behavior of your chosen harness or model provider. We assess the cause of an issue against the Bastille-C3 functionality and requirements described in the relevant offer. This exclusion does not remove responsibility for a failure of Bastille-C3’s own obligations where applicable law requires a remedy.

Statutory withdrawal and remedies

Mandatory consumer rights are not discretionary. This policy does not limit applicable withdrawal rights, statutory conformity guarantees, or other remedies that cannot lawfully be excluded. A statutory request does not require a troubleshooting history or waiting for a voluntary-refund decision.

For distance contracts with consumers in France or the European Union, a statutory withdrawal period of 14 days generally applies, subject to the rules for the contract and any lawful exception. An exception for digital content supplied immediately is not triggered merely because you installed or used software: any legally required prior express consent, acknowledgement of the loss of withdrawal rights, and contract confirmation must have been obtained. Services have their own applicable withdrawal rules.

To exercise an available withdrawal right, send a clear statement to bastilleworks@mailo.com, or choose “Statutory withdrawal or consumer remedy” on the refund request form. Identify the purchase and say that you withdraw. No special wording or troubleshooting evidence is required.

You may use this statement:

I notify Bastille-C3 that I withdraw from the contract for [product or subscription], ordered on [date], order reference [reference]. My name and contact details are [details]. Date: [date].

Where a statutory refund is due, the legal deadline and rules for reimbursement apply, including reimbursement through the original payment method unless a lawful alternative is agreed. The voluntary exclusions above cannot override those rules. See the French government’s distance-purchase withdrawal guidance.

How to submit a request

Use the support and billing page, or email bastilleworks@mailo.com. Include your purchase reference if available and state whether the request is voluntary or based on a statutory right. An earlier support ticket or email thread can supply the troubleshooting record for a voluntary request.

A request is reviewed against the purchase, the issue and applicable law. If a refund is approved or legally due, it is processed through the payment provider. A submission acknowledgement is not approval. Keep your request reference and the provider’s eventual refund confirmation.