Customer terms

Refund policy

Effective date: August 21, 2026

All purchases are final

All Citadel credit and challenge purchases are final and non-refundable. Citadel does not offer voluntary cancellations, exchanges, or refunds after payment. This policy applies to purchases made through Citadel’s payment flow, except where a non-waivable requirement of applicable law applies.

Payment reversals

If a payment provider reverses, disputes, or refunds a transaction, Citadel may revoke the associated credits or access and record the resulting adjustment in the account ledger. This protects the ledger from retaining value after a payment has been reversed.

Support

Questions about a payment or account adjustment should be sent to citadel@kizanlabs.com. Contacting support does not create a refund entitlement.