Refund Policy

1. General Refund Policy

Our refund policy is designed to be fair to both our customers and our business:

• All subscription fees are generally non-refundable
• Refunds may be considered on a case-by-case basis within the first 14 days of initial subscription
• No refunds are provided for partial billing periods
• Cancellations take effect at the end of the current billing cycle

2. Initial Trial Period

For new customers subscribing to our services:

• Many of our services offer a free trial period (duration varies by service)
• You can cancel during the trial period without being charged
• Trial cancellations must be completed before the trial end date to avoid charges
• Once the trial period ends and payment is processed, standard refund policies apply

3. 14-Day Evaluation Period

For first-time subscribers (not applicable to renewals or add-ons):

• You may request a full refund within 14 days of your initial paid subscription
• Refund requests must be submitted in writing to contact@craveten.com
• Refunds are processed within 7-10 business days
• This policy applies only to the first subscription payment, not to renewals
• Service access will be terminated upon refund approval

4. Subscription Cancellation

5. Annual Subscription Refunds

For annual (yearly) subscriptions:

• The 14-day evaluation period applies to new annual subscriptions
• After 14 days, annual subscriptions are non-refundable
• You may cancel to prevent auto-renewal for the next year
• No pro-rated refunds are provided for mid-year cancellations
• Service access continues until the annual term ends

6. Service Interruptions and Technical Issues

In cases of significant service disruptions:

• We may provide service credits for extended outages (as defined in our SLA)
• Credits are calculated based on the percentage of downtime
• Credits are applied to future billing, not refunded as cash
• Planned maintenance windows are excluded from downtime calculations
• Service credit requests must be submitted within 30 days of the incident

7. Enterprise and Custom Agreements

Enterprise clients with custom contracts may have different refund terms as specified in their individual Service Agreements. In case of conflict, the custom Service Agreement takes precedence over this general Refund Policy.

8. Training and Consulting Services

For IRSEP training programs and custom consulting services:

• Refund policies are outlined in the specific service agreement
• Generally, cancellations made 7 days before the program start date receive a full refund
• Cancellations made 3-7 days before start date receive a 50% refund
• Cancellations made less than 3 days before start date are non-refundable
• No refunds after the program has started

9. Add-ons and One-Time Purchases

For one-time purchases, add-ons, or customization services:

• Refunds must be requested within 7 days of purchase
• Refunds are only available if the service has not been delivered or utilized
• Custom development work is non-refundable once work has commenced
• Digital assets and completed deliverables are non-refundable

10. Account Termination by Craveten

If we terminate your account for violation of our Terms of Service:

• No refund will be provided for the current billing period
• You will lose access to the service immediately
• You will have limited time (typically 7 days) to export your data
• Future renewal charges will be cancelled

11. Payment Disputes and Chargebacks

Before initiating a chargeback with your payment provider:

• Please contact us first at contact@craveten.com to resolve any billing concerns
• Most issues can be resolved quickly through direct communication
• Chargebacks may result in immediate account suspension
• We reserve the right to dispute illegitimate chargebacks
• Account reinstatement after chargeback requires payment of disputed amount plus administrative fees

12. Refund Processing

When a refund is approved:

• Refunds are processed to the original payment method
• Processing time: 7-10 business days from approval
• Bank processing may add an additional 3-5 business days
• You will receive email confirmation when the refund is initiated
• If you don't receive the refund within the specified timeframe, contact your bank or payment provider

13. Exceptions and Special Circumstances

We may make exceptions to this policy in certain circumstances:

• Billing errors or duplicate charges
• Significant platform changes that materially affect service value
• Service discontinuation announced by Craveten
• Extended outages beyond our service level commitments

Such exceptions are evaluated on a case-by-case basis at our sole discretion.

14. Tax Refunds

Taxes charged on subscriptions are governed by applicable tax laws. If you believe you were incorrectly charged tax, please contact us with supporting documentation. Tax refunds are processed separately and may require additional time.

15. Data Export After Cancellation

Following subscription cancellation:

• You have 30 days to export your data from our platforms
• Data export tools are available in your account dashboard
• After 30 days, data may be permanently deleted per our data retention policy
• We are not responsible for data loss if you fail to export within the specified timeframe
• Data recovery requests after 30 days cannot be accommodated

16. Reactivation After Cancellation

If you wish to reactivate a cancelled subscription:

• You can reactivate your account before the subscription end date
• After the subscription ends, you will need to create a new subscription
• Previous pricing may not be available upon reactivation
• Data is only recoverable if reactivation occurs within 30 days of cancellation

17. Contact for Refund Requests

To request a refund or discuss your specific situation:

Email: contact@craveten.com

Please include in your request:

• Your account email address
• Subscription or invoice number
• Reason for refund request
• Date of purchase

We will respond to refund requests within 2-3 business days.

18. Changes to This Refund Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after such changes constitutes acceptance of the updated policy. For significant changes, we will provide notice via email.

19. Questions and Support

If you have questions about this Refund Policy or need assistance with billing matters, please contact our support team at contact@craveten.com. We're here to help and will work with you to find a fair resolution.