crestlume Refund Policy
Effective date: 27 October 2026
This policy applies to paid crestlume subscriptions once paid plans are available. During the public beta everything is free and nothing is charged.
crestlume is run by Kostiantyn Durlov and Yevhen Hoha. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. So every refund is paid out by Paddle, to the payment method you used.
1. 14-day money-back guarantee
If you are not happy with crestlume Pro bought through Paddle, you can get a full refund within 14 days of the first payment of your subscription. You do not need to give a reason, and it does not matter how much you used Pro in that time. Paddle's own refund policy says that where a seller gives buyers more rights than Paddle's standard rules, the higher level applies.
2. How to ask for a refund
Either:
- go to paddle.net, find your order using the email on your receipt, and request a refund (consumers in the EU can also use the "Request withdrawal" option there); or
- email us at support@crestlume.com from the email address you used to buy, and we will arrange it with Paddle.
Paddle sends the money back to your original payment method. How long it takes to appear depends on your bank or card provider.
When the refund is made, your subscription ends and your account moves to the free plan. Your data stays: only the Pro features stop.
3. Your legal right of withdrawal (EU and UK)
If you are a consumer in the EU, the EEA or the UK, the law gives you the right to withdraw from an online purchase within 14 days of the purchase, without giving a reason. For a subscription, this applies to the first payment.
Pro is a digital service, and it starts as soon as you pay. Where you ask for a service to start during the withdrawal period, the law lets a seller charge you for the part you have already used if you withdraw, and ends the right once the service has been fully provided. We do not use either rule. Within 14 days of your first payment, you always get a full refund under section 1, even if you have already used Pro.
To withdraw, use either way in section 2, or send any clear statement that you want to withdraw to support@crestlume.com.
4. Renewals
Subscriptions renew automatically until you cancel. You can cancel at any time: use the link in your Paddle receipt email, go to paddle.net, or write to us. Pro then stays active until the end of the period you have paid for, and you are not charged again.
Renewal payments are not refunded, so cancel before the renewal date if you do not want to continue. This does not apply to a charge made in error, or where the law of your country gives you a right to a refund.
5. AI credits
AI credits are an allowance included in your plan for each period. They are not sold separately and have no cash value, so unused credits are not refunded and do not carry over. Refunds are always for the subscription payment itself.
6. When something does not work
Your legal rights when the service does not work as described (for example, the right to have a problem fixed, a price reduction or to end the contract) apply in addition to this policy and are not limited by it. If we close your account without you having broken our Terms, or shut crestlume down, we refund the unused part of any prepaid period.
7. Chargebacks
If something is wrong with a payment, please contact us or Paddle first: we can usually solve it quickly. A chargeback through your bank may lead to the subscription being suspended while it is reviewed.