Cancellation & Refund Policy

1. How Our Pricing Works

1.1 Subscription Plans

Craft offers tiered subscription plans (Hobby at $10/mo, Pro at $50/mo, Max at $250/mo, and custom Enterprise plans). Key details:

• 100% of your subscription fee becomes usable USD-denominated credits — no platform fee on subscriptions
• Subscription credits reset each billing cycle and do not roll over to the next period
• Annual billing is available at 12x the monthly rate
• All provider services (AI models, E2B sandboxes, Neon database, Vercel deployment, Cloudflare R2 storage, Resend email) are billed from your credits at exact provider cost with zero markup

1.2 Credit Top-ups

• You can top up your balance from $10 to $5,000 at any time
• A 10% platform fee is applied to all top-ups, covering payment processing, platform infrastructure, and support
• Top-up credits follow the same validity as your subscription billing cycle — they expire and reset at each renewal (monthly or annual)
• All credits (subscription and top-up) are combined into a unified balance and consumed together

1.3 Enterprise Plans

• Custom pricing and terms negotiated individually
• Cancellation and refund terms as specified in the separate Enterprise Agreement
• Contact sales@craft.fast for details

2. Subscription Cancellation

2.1 How to Cancel

You may cancel your subscription at any time through:

• Your Account dashboard (Settings → Billing → Cancel Subscription)
• Contacting our support team at support@craft.fast

2.2 What Happens When You Cancel

• Immediate effect: Auto-renewal is turned off
• Continued access: You retain full access to your plan features until the end of the current billing period
• Unused credits: Any remaining credit balance (subscription and top-up) for the current period is not refunded and expires at the end of the billing cycle
• Projects and data: Your projects and data remain accessible — cancelling a subscription does not delete your Account

2.3 Plan Changes

• Upgrades: Take effect immediately. You are charged the prorated difference for the remainder of the current billing cycle.
• Downgrades: Take effect at the start of the next billing cycle. You retain your current plan benefits until then.

3. Account Closure

3.1 How to Close Your Account

• Use the account deletion feature in your Account settings
• Or contact support@craft.fast to request closure

3.2 Grace Period

• Your data is retained for 30 days after Account closure (soft deletion)
• You can reactivate your Account within 30 days by contacting support — all data will be restored
• After 30 days, all data is permanently and irreversibly deleted

3.3 Remaining Balance

• Remaining credit balance is forfeited upon permanent Account deletion
• You may request a refund of unused credits before Account closure (see Section 4)
• If you close your Account in good standing with unused credits, contact support within the 30-day grace period to discuss a potential refund

4. Refund Policy

4.1 General Refund Terms

4.2 Subscription Refunds

• Within 7 days of first subscription: If you are a new subscriber and have consumed less than 20% of your subscription credits, you may request a full refund of the subscription fee
• After 7 days or renewal: Subscription fees are non-refundable. You may cancel to prevent future renewals, and your access continues until the end of the billing period
• Annual subscriptions: Refund eligibility is limited to the first 7 days after purchase or renewal. No partial/prorated refunds for the remaining annual term

4.3 Top-up Credit Refunds

Since top-up credits are added to your unified balance and follow the same billing cycle as your subscription:

• Unused balance: If you have not consumed any portion of a top-up, you may request a refund of the credit amount (minus the 10% platform fee) within 30 days of purchase
• Partially used balance: Refunds for partially used credits are at our discretion and evaluated on a case-by-case basis
• After 30 days: Top-up amounts are non-refundable regardless of usage

4.4 Situations Where Refunds Are Granted

We will provide refunds in the following scenarios regardless of the general terms above:

• Duplicate charges: If you were charged multiple times for the same transaction (reported within 48 hours)
• Unauthorised charges: If a charge was made without your authorisation, subject to identity verification and fraud investigation
• Service unavailability: If our core Services were unavailable for more than 48 consecutive hours due to issues within our control (not third-party provider outages)
• Technical billing errors: If a top-up payment was processed but credits were not added to your Account (reported within 7 days)
• Critical feature failure: If you can demonstrate that critical platform features were non-functional for more than 7 consecutive days and we were unable to resolve the issue

4.5 Non-Refundable Items

• Credits already consumed for AI, sandbox, database, deployment, storage, or email services
• The 10% platform fee on any top-up
• Promotional or bonus credits
• Subscription fees after the 7-day refund window or after any renewal
• Any charges where Account termination was due to violation of our Terms of Service
• Currency conversion fees or bank charges imposed by your financial institution

5. How to Request a Refund

5.1 Process

1. Step 1: Email support@craft.fast with the subject line "Refund Request"
2. Step 2: Include your registered email address, the transaction ID or payment reference, the date and amount of the charge, and a description of why you are requesting a refund
3. Step 3: Attach any relevant supporting documentation (screenshots, error messages, bank statements)

5.2 Response Timeline

• We will acknowledge your request within 2 business days
• A decision will be communicated within 5-7 business days of receiving all required information
• Complex cases (e.g., fraud investigations) may take up to 15 business days

5.3 Refund Processing

• Approved refunds are processed within 5-10 business days via Dodo Payments
• The refund will be credited to your original payment method
• Additional time (5-7 business days) may be required for your bank or card issuer to process the credit
• All refunds are processed in USD
• You will receive an email confirmation when the refund is processed

6. Billing Disputes

6.1 Contact Us First

If you believe you have been incorrectly charged, please contact us at support@craft.fast before initiating a chargeback with your bank or card issuer. Most billing issues can be resolved quickly and amicably.

6.2 Chargeback Policy

Filing a chargeback without first contacting us in good faith may result in:

• Immediate suspension of your Account
• Loss of access to all projects and data
• Forfeiture of remaining credit balance
• Recovery of chargeback fees, administrative costs, and reasonable legal expenses where applicable

We will cooperate fully with legitimate chargeback inquiries from payment processors and will provide transaction records as required.

7. Automatic Renewal and Price Changes

7.1 Auto-Renewal

• All subscriptions (monthly and annual) automatically renew unless cancelled before the renewal date
• You will be charged on the same day of each billing cycle using your payment method on file
• A renewal confirmation email is sent at least 3 days before each renewal
• You can cancel auto-renewal at any time from your Account dashboard

7.2 Price Changes

• We reserve the right to adjust subscription pricing at any time
• Existing subscribers will receive at least 30 days' advance notice via email before any price increase takes effect
• New pricing applies to the first renewal after the notice period
• If you do not agree with a price change, you may cancel your subscription before the new price takes effect

8. Enterprise Agreements

Enterprise customers with separate agreements should refer to their specific contract for:

• Custom cancellation terms and notice periods
• Prorated refund calculations
• Service Level Agreement (SLA) credit provisions
• Termination and wind-down procedures

In the event of a conflict between this policy and an Enterprise Agreement, the Enterprise Agreement shall prevail.

9. Consumer Rights and Legal Compliance

9.1 India

For customers in India, this policy complies with:

• Consumer Protection Act, 2019
• Consumer Protection (E-Commerce) Rules, 2020
• Information Technology Act, 2000
• Digital Personal Data Protection Act, 2023 (DPDPA)
• Applicable RBI guidelines for digital payments and refunds

9.2 European Union

EU customers may have the right to withdraw from a digital service contract within 14 days of purchase under the Consumer Rights Directive (2011/83/EU). However, by using Craft and consuming Credits, you acknowledge and consent to the immediate performance of the digital service and waive your right of withdrawal to the extent Credits have been consumed. Unused portions remain eligible under the standard refund terms in Section 4.

9.3 United Kingdom

UK customers have rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The same 14-day withdrawal provisions apply as described for EU customers in Section 9.2.

9.4 United States

US customers are protected by applicable federal and state consumer protection laws. State-specific rights may provide additional protections beyond this policy.

9.5 Statutory Rights

Nothing in this policy is intended to limit, exclude, or modify any statutory consumer rights that cannot be waived or limited by agreement under applicable law. Where this policy conflicts with your mandatory statutory rights, your statutory rights shall prevail.

10. Data Retention After Cancellation

• Subscription cancellation: Your Account and all data remain accessible. Only your plan tier and credit allocations change.
• Account closure: Data retained for 30 days (soft deletion). You can reactivate within this period.
• After 30 days: All personal data and project files are permanently deleted in accordance with our Privacy Policy
• Legal retention: Payment records are retained for 7 years for tax and accounting compliance regardless of Account status
• Immediate deletion: You may request immediate permanent deletion by contacting support@craft.fast, waiving the 30-day reactivation period

11. Changes to This Policy

We may update this policy from time to time. When we make changes:

• The "Last updated" date at the top will be revised
• Active subscribers will be notified by email for material changes at least 30 days in advance
• New terms apply immediately to new users and after the notice period for existing users

Continued use of the Services after changes take effect constitutes acceptance of the updated policy.

12. Contact Information

For questions about cancellations, refunds, or billing: