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Customer Terms

Refund and Cancellation Policy

This policy explains how Craft Cart Technologies handles subscription cancellations, refunds, renewals, implementation work, custom development, support services, failed payments, and legally required consumer remedies.

1. Policy Overview

This Refund and Cancellation Policy forms part of the agreement between you and Craft Cart. It should be read together with our Terms of Service, Privacy Policy, and any signed quotation, order form, statement of work, invoice, or subscription agreement issued by Craft Cart Technologies.

Subscriptions

May be cancelled for future billing periods, subject to notice periods and unpaid balances.

Refunds

Reviewed based on service delivery, payment timing, statutory rights, and the nature of the product or service.

Custom Work

Setup, migration, configuration, training, integrations, and bespoke development are handled under the agreed project terms.

Nothing in this policy limits any non-excludable consumer protection, electronic transaction, contract, or statutory right that applies to you by law.

2. Subscription Cancellation

Customers may cancel a paid subscription by written notice to Craft Cart Technologies at admin@craftcart.app or through any cancellation process we make available inside the platform.

2.1 Monthly Subscriptions

  • Monthly subscriptions may be cancelled for the next billing cycle by giving notice before the next renewal date.
  • Access remains available until the end of the already paid billing period unless the account is suspended for breach, fraud, misuse, or non-payment.
  • Fees already paid for the active billing period are not automatically refunded unless required by law or approved under this policy.

2.2 Annual or Fixed-Term Subscriptions

  • Annual or fixed-term subscriptions may be cancelled at the end of the committed term by giving written notice before renewal.
  • Early cancellation does not automatically remove amounts already due for the committed term.
  • Where applicable law requires a credit or refund after cancellation, Craft Cart Technologies will apply the legally required remedy.

2.3 School, Enterprise, and Multi-Site Agreements

Institutional, enterprise, multi-branch, or multi-school agreements may include separate notice periods, renewal rules, minimum terms, cancellation charges, service-level commitments, or data export obligations. If there is a conflict, the signed agreement or order form applies to the extent permitted by law.

3. Refund Eligibility

Refunds are assessed fairly and in context. Approval depends on the type of service purchased, whether the service has been delivered or used, the timing of the request, applicable consumer rights, and any signed commercial terms.

Situation Policy Position
Duplicate or mistaken payment Eligible for refund or account credit after verification, less any unavoidable bank, mobile money, card, exchange, or processor charges where lawful.
Billing error caused by Craft Cart Eligible for correction, credit, or refund once confirmed.
Service not activated May be eligible for refund if no setup, implementation, onboarding, account provisioning, or custom work has started.
Platform outage or material service failure May be eligible for a reasonable credit or refund where the paid service was materially unavailable and no suitable remedy was provided.
Change of mind after active use Not automatically refundable, except where a cooling-off right, consumer remedy, or written agreement gives you that right.

4. Non-Refundable Fees

Unless required by law or expressly agreed in writing, the following fees are non-refundable once the relevant work has started or the service has been made available:

  • Implementation, onboarding, setup, configuration, and deployment fees.
  • Data cleaning, data import, data migration, historical record setup, and account provisioning work.
  • Custom software development, integrations, automation workflows, reporting templates, and bespoke platform changes.
  • Training, workshops, consultation sessions, support retainers, and professional services already delivered or scheduled with reasonable reliance on the booking.
  • Third-party charges, including hosting, messaging, WhatsApp, SMS, payment processing, domain, licensing, exchange, tax, or infrastructure costs incurred for your account.
  • Discounted, promotional, pilot, or prepaid packages marked as non-refundable at the time of purchase, except to the extent a refund is required by law.

5. Implementation, Custom Projects, and Cancellation Charges

Some Craft Cart services involve reserved technical capacity, planning, configuration, custom development, stakeholder engagement, data migration, or third-party costs. For those services, cancellation may require payment for work completed, work in progress, non-recoverable costs, and any reasonable cancellation charges allowed by applicable law.

5.1 Deposits and Milestones

  • Deposits secure delivery capacity and may be applied against planning, discovery, setup, procurement, and project initiation.
  • Milestone payments become due when the relevant milestone is completed, accepted, deployed, or made available according to the project documents.
  • If a project is cancelled, Craft Cart Technologies may issue a final reconciliation showing delivered work, unused prepaid balances, credits, approved refunds, and outstanding amounts.

5.2 Client Delays

Where delivery is delayed because required client inputs, approvals, data, access credentials, content, or decisions are not provided on time, paid project fees remain due for the work performed and capacity reserved. Reasonable rescheduling fees may apply where work must be repeated or delivery resources must be reallocated.

6. How to Request a Refund or Cancellation

To request a refund, cancellation, credit, or billing correction, email admin@craftcart.app from an authorized account contact.

6.1 Required Information

  • Customer, school, institution, business, or account name.
  • Invoice number, receipt number, transaction reference, or payment proof.
  • Service, subscription, project, or product affected.
  • Reason for the request and the remedy requested.
  • Preferred refund method, where a refund is approved.

6.2 Review Time

We aim to acknowledge refund and cancellation requests within five business days. Approved refunds are normally processed within fourteen business days after approval, subject to bank, mobile money, card network, payment processor, foreign exchange, compliance, and verification timelines.

6.3 Refund Method

Refunds are usually returned through the original payment method where practical. If that is not possible, we may request additional verification before using an alternative lawful payment method.

7. Failed Payments, Chargebacks, and Payment Disputes

  • Failed or reversed payments may result in account suspension, delayed activation, or interruption of paid services.
  • Customers remain responsible for unpaid invoices, applicable taxes, processor fees, bank charges, and collection costs to the extent permitted by law.
  • If you believe a charge is incorrect, contact us before filing a chargeback so we can investigate and resolve the issue quickly.
  • Where a chargeback is filed for a valid charge, Craft Cart Technologies may suspend services until the dispute is resolved and the account is regularized.