Draft. This document is not in force yet — some details are still being settled, and it is published here for review rather than as an agreement. Questions in the meantime: support@coii.io.

Refund Policy

Coii Ref

Effective effective date

This policy forms part of the Terms of Service.

1. Try it first — that is what the policy is built around

Coii Ref runs with every feature available for thirty days before you pay anything. No card, no account, no registration. Thirty days is longer than any refund window, and it covers the same ground a refund would: whether the app runs on your Mac, whether it indexes your formats, whether it is fast enough on a library of your size, and whether the canvas is the tool you wanted.

Point it at your real collection during the trial rather than a sample of it. The questions that matter — how long a first index takes, how much disk the thumbnails cost, whether a folder of camera raw or a hundred-thousand-file archive behaves — only have answers on your own machine, and the trial is there to get them.

Because you can find all of that out for free, this policy is narrower than one for a product bought unseen. Buy after the trial has answered your questions, not before.

2. Refunds we grant

Duplicate purchase. You bought the same licence twice. We refund the extra one.
The Software does not work on a supported setup. At the time of your purchase your Mac and macOS version were within the stated requirements, the app fails to launch or a core function is unusable, and we could not resolve it with you.

"Core function" means indexing a folder, browsing and searching what was indexed, and placing items on a canvas — the things the Software is sold as doing.

3. Refunds we decline

Subjective reasons: you changed your mind, you do not like it, you found something else, or your circumstances changed.
No stated reason. "I just want a refund" cannot be assessed.
Expectations beyond what the Software is described as doing — for example exact results from semantic search, "similar" always meaning what you meant by it, or a file format macOS itself cannot decode. §10 of the Terms says plainly that this is machine output and it is approximate.
Problems caused by the model host being unavailable, or by choosing not to install the semantic-search model.
Refusing to take part in reasonable troubleshooting. We cannot see your machine; a fix needs you.
Changes you make after buying. The assessment is against the setup you had when you bought. Downgrading macOS below the stated minimum, or moving a workspace onto storage the app is not sold for, are not grounds for a refund. Network volumes and cloud-synced folders are the common case: a library whose files are placeholders that download on access, or whose database is being synced under the app by another program, is outside what the Software is sold for.
Requests made after the window in §5.
A licence that has been shared, resold or used in breach of §4 of the Terms.

4. How to ask

Email support@coii.io with:

the email address you bought with,
what happened — the specific failure, and what you saw,
your Mac model and macOS version, and where the workspace folder lives (internal disk, external disk, network volume, synced folder).

We reply within three business days. If we ask for a log or a screenshot, it is because it decides the outcome, not to run out the clock.

5. The window

Requests must reach us within refund window days days of purchase.

Decide this before publishing. If you sell to consumers in the EU or the UK, a window shorter than 14 days is not enforceable against them: they have a statutory 14-day right of withdrawal for digital content, which is waived only if they expressly consented to immediate delivery and acknowledged losing the right at checkout. Lemon Squeezy handles that consent as merchant of record — confirm how it does so for your product before relying on it. Setting the window to 14 costs almost nothing after a 30-day trial and removes the question.

6. How the money comes back

Approved refunds are issued by Lemon Squeezy LLC, our merchant of record, to the original payment method. We instruct it; Lemon Squeezy performs it. Its own terms govern the transaction, and payment processing fees may not be returned.

Timing is your bank's, typically 5–10 business days after it is issued.

7. What a refund does to your licence, and to your library

The licence key is revoked when the refund is issued. You must stop using the Software and remove it from your devices.

Your files are not touched by any of this: they are your own files in your own folders, and the index the app built beside them stays on your disk until you delete it. Removing the app's artifacts is described in §8 of the Terms.

Note the technical limit stated in §7 of the Terms: revoking a key blocks new activations but does not disable a machine that has already activated. That is a consequence of the app never phoning home. Continuing to use a refunded licence is a breach of the Terms, not a loophole in them.

8. Statutory rights

Nothing in this policy limits rights you have under consumer law that cannot be excluded by agreement — including EU, UK and Australian consumer law. Where those rights are wider than this policy, they apply.

9. Contact

Riff Tech, Inc. seller address support@coii.io