Refund Policy

Summary

Short version:

• First 14 days of any paid plan: full refund, no friction.
• After 14 days: cancel any time, keep features until period end, no refund for past periods.
• Material plan downgrade by us: prorated refund for the unused portion.
• To request a refund, email support@craaft.io with the email on the account.

Full detail follows.

14-day refund window

If something genuinely doesn't work for you within 14 days of starting a paid plan, write to us and we'll refund you. No survey, no friction. The 14 days runs from the first paid charge - not from account creation, not from each subsequent renewal.

This window applies once per account. If you cancel inside the window, refund; if you re-subscribe later, the next window doesn't reset.

After the 14-day window

Outside the 14-day window, craaft doesn't offer prorated or post-hoc refunds for periods you've already paid. Cancelling stops future charges; you keep paid features until the end of the period you're already paying for, then drop to the Free plan.

There are two exceptions, covered in the next two sections.

If we materially reduce a paid plan

If we materially decrease the features available on your paid plan and you cancel within 30 days of the change as a result, we'll prorate a refund for the unused portion of your current billing period. "Materially decrease" means a reduction that a reasonable user would consider significant - e.g., removing a feature you actively use, lowering a quota in a way that affects your normal workflow.

Pricing changes alone don't count: we always honour your current price until renewal, and we give at least 30 days' notice before any price change takes effect. You can cancel before the new price applies and you'll receive no refund (because no excess has been charged).

Sustained outages or service failures

If craaft is unavailable for an extended period due to a fault on our side, contact us and we'll consider a service credit or partial refund proportionate to the disruption. We assess these on a case-by-case basis; there's no formal SLA on the Free or Pro plans today.

How to request a refund

Email support@craaft.io from the address on your craaft account, or use the same address used for the original Paddle receipt. Include:

• Account email
• Plan you were on (Pro Monthly or Pro Yearly)
• Approximate date of the charge
• (Optional but helpful) one-line reason - we read every reply, even when the answer is just "refund issued".

We aim to respond within two business days.

Processing time and method

Refunds go back to the original payment method via Paddle, our Merchant of Record. Paddle initiates the refund within one business day; the funds typically appear on your statement within 5-10 business days, depending on your card issuer or bank.

Refunds are issued in the currency of the original charge. Paddle handles VAT/GST/sales tax automatically - the tax portion of your charge is refunded with the principal, with no extra step on your side.

What isn't refundable

Outside the cases above, we don't refund:

• Past completed billing periods (i.e. months you actively used the paid plan).
• Charges where the account has been suspended for breach of the Terms - see our Terms of Service for what counts.
• Disputed amounts where the dispute is filed directly with the card issuer (chargeback) and resolved against us; in those cases the chargeback supersedes our refund process.

If you're unsure whether your situation is refundable, email us at support@craaft.io before disputing the charge - we'd much rather sort it out directly.

Consumer protection rights

Where local law gives you stronger refund rights as a consumer (for example, the EU 14-day cooling-off period on distance contracts, or UK Consumer Rights Act protections), those rights apply regardless of this policy. Nothing here limits or waives statutory consumer rights.

Changes to this policy

We may update this policy occasionally. Material changes - for example, a shorter refund window - get at least 30 days' notice by email or in-app banner before they take effect. The "Last updated" date at the top of this page always reflects the current version.