This policy governs refunds and cancellations for all subscriptions and services purchased from Craton Systems LLC ("Craton Systems," "we," "us"), a Wyoming limited liability company. By purchasing a subscription or service, you agree to this policy. It forms part of, and should be read together with, our Terms and Conditions.
Platform subscriptions are billed in advance on a recurring basis (monthly or annually, as stated at checkout or in your order form). Cancellation requires written notice delivered at least thirty (30) days in advance, submitted through your account settings or by email to our support contact below. Notice is effective on the date we receive it.
Cancellation takes effect at the end of the billing period in which the thirtieth (30th) day after notice falls. You retain full platform access through that date. If notice is received fewer than thirty (30) days before your next renewal date, one additional renewal charge will occur and is non-refundable; no charges are made after cancellation takes effect.
Payments already made are non-refundable, including partial billing periods and unused time, except as expressly provided in this policy or required by applicable law.
Annual subscriptions cancelled mid-term continue through the end of the paid annual term and do not renew. We do not issue prorated refunds for the unused portion of an annual term unless otherwise agreed in a signed service agreement.
One-time fees for setup, configuration, deployment, migration, integration, or implementation work compensate professional services as they are performed. Once work has commenced, these fees are non-refundable. If you cancel a scheduled engagement before work has commenced, we will refund the associated fee less a non-refundable administrative fee equal to fifteen percent (15%) of the engagement fee — which covers contracting, account provisioning, scheduling, and pre-engagement preparation already performed on your behalf — and less any third-party costs already incurred.
Ongoing managed services (account management, campaign operations, support plans) follow the same terms as platform subscriptions: written cancellation notice at least thirty (30) days in advance, effective at the end of the billing period in which the thirtieth day falls, with no refund of amounts already billed.
We refund billing errors in full, promptly, and without argument. If you believe you were charged in error — a duplicate charge, a charge after a completed cancellation, or an amount different from your agreement — contact us within sixty (60) days of the charge and we will investigate and correct verified errors, typically within five (5) business days.
Certain usage-based costs billed through the platform (such as telephone numbers, SMS segments, email volume, and AI usage) are incurred with third-party providers as they are used and are non-refundable once consumed.
If you have a signed service agreement or order form with Craton Systems, the refund and cancellation terms in that agreement control to the extent they differ from this policy.
Submit written cancellation notice (at least thirty (30) days in advance) and refund requests through your account settings or by email to [email protected]. Please include the account name, the requested cancellation date, and, for refund requests, the date and amount of the charge in question. We confirm receipt of cancellation notices in writing and respond to all requests within five (5) business days.
We ask that you contact us before disputing a charge with your card issuer — verified errors are refunded faster through us than through a dispute. Charges disputed without first contacting support may result in suspension of platform access while the dispute is investigated.
We may update this policy from time to time. The effective date above reflects the current version. Changes apply prospectively and do not affect refund rights that accrued before the change.