Refunds

Refund: If CiteMove technically cannot convert your document and we cannot fix it within 7 days, you get your money back. The free check shows you beforehand what will work. After a successful conversion there is no refund.

When we refund

You get the full price of your pass back when both of these apply:

1. CiteMove technically cannot convert your document: the conversion stops with an error, or the new file cannot be opened or refreshed in Word.
2. We do not manage to fix that within 7 days of your report, for example with a corrected version of the plugin or by converting the document for you.

When we do not

• After a successful conversion. Successful means: the new file opens in Word and the citations refresh. Individual citations the report announced beforehand as “will not be converted” do not change that.
• When the free check already showed it. For example that no Citavi citations are found, or that many citations will not be converted, and you bought anyway.
• For expectations CiteMove does not promise. Your own Citavi citation style, subheadings in the bibliography, LibreOffice, Google Docs.
• When you no longer need the pass or changed your mind. You can cancel the Annual Pass any time for the end of the year you paid for.

How to ask for a refund

1. Write to hello@citemove.com, subject “Refund”.
2. Give your order number from the Lemon Squeezy e-mail.
3. Attach the error report (“Save error report” in the error screen) or, if you like, the document itself. With the document we can usually reproduce the problem directly. We use it for nothing else and delete it 7 days after the matter is settled.

We answer within 3 working days: either with a fix or with the confirmation of your refund.

How the refund is paid

Passes are sold by Lemon Squeezy (Link, LLC) as the merchant of record. We trigger the refund there; the money goes back to the payment method you paid with. Depending on your bank this takes a few working days. Your licence key is deactivated with the refund.

Statutory right of withdrawal

As a consumer in the EU you have a statutory 14-day right of withdrawal when buying digital content. It lapses when you expressly agree in the checkout that the key is delivered immediately and acknowledge that you thereby lose your right of withdrawal. Our refund promise above applies in addition and independently of that.

TODO: check Lemon Squeezy buyer terms + EU Widerrufsrecht für digitale Inhalte before launch

Last updated: October 2026