Refund and Return Policy

1. Digital Goods – General Policy

Custour sells digital token packages that are consumed immediately upon use. Because tokens are a digital product that grants instant access to AI-powered features, all purchases are generally considered final and non-refundable once tokens have been issued to your account.

2. Eligible Refund Circumstances

Notwithstanding the general policy above, we will consider refund requests in the following circumstances:

• Technical error: A confirmed technical failure on our platform prevented tokens from being credited to your account despite a successful payment.
• Duplicate charge: Your account was charged more than once for the same transaction due to a payment processing error.
• Unauthorised transaction: A purchase was made on your account without your authorisation (subject to verification).

3. Non-Refundable Circumstances

Refunds will not be issued in the following cases:

• Tokens have been partially or fully consumed.
• The request is submitted more than 7 (seven) calendar days after the purchase date.
• The request is based on a change of mind or dissatisfaction with AI-generated content.
• The account was suspended or terminated due to a violation of our Terms and Conditions.

4. How to Request a Refund

To submit a refund request, please contact our support team at:

Email: hello@custour.ai

Your request must include:

• Your registered email address.
• The transaction/invoice number (available in Settings → Billing).
• A brief description of the issue.

Our address: Jl. Cikajang No.53, Petogogan, Menteng, Kota Jakarta Pusat 10320, Jakarta, Indonesia

5. Processing Time

We will review and respond to all refund requests within 3–5 business days of receipt. Approved refunds will be processed back to the original payment method within 7–14 business days, subject to your bank or card issuer's processing times.

6. Changes to This Policy

We reserve the right to update this Policy at any time. The effective date at the top of this document will reflect the most recent revision.

7. Contact

For any questions regarding this Policy, please reach out to us: