This Refund Policy explains when and how refunds are provided for paid subscriptions and other purchases of the CrawlSnap services (the "Services") operated by CrawlSnap Limited ("CrawlSnap", "we", "our", or "us"). It forms part of, and should be read together with, our Terms of Service and Privacy Policy.

By making a purchase, you confirm that you have read and accepted this Refund Policy.

Our order process is conducted by our Merchant of Record, Polar. Polar (Polar Software, Inc.) is the Merchant of Record and authorised reseller for all orders. This means refunds are reviewed and processed by Polar; we do not collect payments or issue refunds directly. Where we agree that a refund is due, we instruct Polar to process it. Your purchase is also subject to Polar's Buyer Terms.

1. Summary

• You have a 14-day right to a refund on a new purchase, unless you have started using the Services in that period after asking for immediate access (see Section 2).
• Subscriptions renew automatically; you can cancel at any time to stop future renewals (Section 3).
• Consumed credits, partial billing periods, and Free-plan usage are generally non-refundable (Section 4).
• Refunds are decided case by case, processed by Polar, to your original payment method (Sections 5–6).
• No refunds are given where there is fraud, abuse, or a breach of our Terms (Section 7).
• Your statutory consumer rights are not affected (Section 9).

2. 14-day cooling-off period (statutory withdrawal right)

If you are a consumer in the UK, EU, or another jurisdiction that grants a statutory withdrawal right, you have the right to withdraw from your purchase within 14 days of the transaction and receive a full refund.

Important exception for digital services. The Services are supplied digitally and access is normally made available to you immediately. If, during the 14-day period, you begin to use or benefit from the Services after agreeing that we may start providing them before the end of that period, you lose the 14-day withdrawal right to the extent the Services have been supplied. This is a standard rule for immediately accessible digital products and is consistent with Polar's Buyer Terms and UK/EU consumer law.

If you have not started using the Services, you can still withdraw within the 14 days for a full refund.

3. Subscriptions, renewals, and cancellation

3.1 Auto-renewal

Paid subscriptions renew automatically at the end of each billing period at the then-current price, until you cancel. The renewal date is shown in your dashboard.

3.2 Cancelling

You can cancel a subscription at any time from your dashboard or via Polar. Cancellation stops future renewals and takes effect at the end of the current billing period — you keep access until then. Cancelling does not, by itself, entitle you to a refund of fees already paid for the current period.

3.3 Renewal charges

We recommend cancelling before your renewal date if you do not wish to be charged again. If you are charged for a renewal you did not intend and have not meaningfully used the Services in the new period, contact us promptly — we will review such requests reasonably (see Section 5).

4. What is generally non-refundable

Except where required by law or approved at our or Polar's discretion, the following are non-refundable:

• Consumed usage — credits, API requests, or quota already used during the billing period.
• Partial periods — the unused portion of a billing period after a mid-cycle cancellation; access continues until period end instead.
• Overage charges — fees for usage above your plan's included quota that has already been delivered.
• Free plan — Free-plan usage involves no payment and so has nothing to refund.
• Renewals after long use — renewals where the Services have been substantially used in the renewed period.

Credits and quota do not roll over and are forfeited at the end of each billing period, as set out in our Terms of Service.

5. How to request a refund

To request a refund:

1. Email [email protected] from the address associated with your account, including your order/receipt reference (from your Polar confirmation email) and the reason for your request; or
2. Use the link in your Polar order confirmation email to contact Polar's buyer support directly.

We (and Polar) review each request on a case-by-case basis, taking into account factors such as the nature of the Services, the reason for the request, how much of the Services has been used, and any applicable statutory rights. We may approve a refund in full, approve a partial refund, or decline the request.

6. How refunds are processed

• Approved refunds are issued by Polar to your original payment method where possible.
• Refunds are typically processed within 14 days of approval; the time for funds to appear depends on your bank or card provider.
• Refunds are made in the original transaction currency; we are not responsible for exchange-rate differences or fees applied by your payment provider.
• Because Polar is the Merchant of Record, we cannot pay you a refund directly; we will instruct Polar to do so where a refund is agreed.

7. When refunds will not be given

We and Polar may decline a refund, and may suspend or terminate your access, where there is evidence of:

• Fraud, refund abuse, or other manipulative behaviour (for example repeated buy-use-refund cycles);
• a breach of our Terms of Service, including the Acceptable Use section (for example weaponising the intelligence, reselling or redistributing Output, or circumventing quotas or rate limits); or
• usage that has already been substantially delivered and consumed.

No refund is due where access is terminated because of your breach of the Terms.

8. Chargebacks

If you believe you have been charged in error, please contact us or Polar first — most issues can be resolved quickly. Initiating a chargeback or payment dispute without contacting us may delay resolution and, where it relates to legitimately delivered Services, may be treated as refund abuse and result in suspension of your account.

9. Your statutory rights

Nothing in this Refund Policy limits or excludes any refund or cancellation right you have under mandatory consumer-protection law that applies to you. Where such law gives you greater rights than this Policy, those rights prevail.

10. Changes to this Policy

We may update this Refund Policy from time to time. The "Last updated" date above shows the latest version. Material changes will be notified through the Services or by email and apply to purchases made after the change takes effect. The version in effect at the time of your purchase governs that purchase.

11. Contact

• Support email: [email protected]
• Support phone: +44 744 061 70 35
• Company: CrawlSnap Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

For payment, billing, or refund-processing enquiries, our reseller and Merchant of Record is Polar — see Polar's Buyer Terms, or contact Polar buyer support at [email protected].

Our order process is conducted by our Merchant of Record, Polar (Polar Software, Inc.). Polar is the Merchant of Record for all our orders.