Customer care
Refund Policy
A clear process for subscription cancellations, initial-purchase refunds, renewal refunds, and technical problems.
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1. Refund windows
Initial purchase: You are eligible for a full refund if you request it within 14 calendar days after your first Hronaut subscription payment.
Renewal: You are eligible for a full refund of the renewal payment if you request it within 7 calendar days after an automatic renewal payment.
Both windows apply to monthly and annual subscriptions, including all seats covered by the payment. You may request a refund because you changed your mind; a technical problem is not required. Using the trial or activating or using the paid software does not by itself disqualify you. The exceptions in section 4 apply. These windows do not limit any longer refund or withdrawal right required by applicable law.
2. How to request a refund
Email [email protected], preferably from the address used at checkout. Include your Creem order or transaction ID if available, or enough purchase information for us to locate the payment. We may ask for information to verify ownership. A reason is optional. Do not send payment-card details.
The date you send your initial refund request determines whether it is within the window, even if verification, our response, or troubleshooting takes longer. We aim to answer within three business days and will confirm the refund amount, cancellation, and effect on access by email.
3. Technical problems and partial refunds
If Hronaut cannot be downloaded, activated, or used substantially as described, contact support with reproducible details. We will try to fix the issue, provide a working replacement or workaround, or issue an appropriate full or partial refund. Within the applicable refund window, you may choose a full refund without completing troubleshooting. Outside those windows, we review technical problems individually; mandatory consumer remedies remain available.
A partial goodwill refund does not by itself cancel your subscription, reduce your seats, or end paid access. If you request a refund for selected seats, we will agree the amount, affected seats, access end date, and future billing with you before processing it. Other seats retain their existing access. We will not substitute a partial refund for a full refund you qualify for without your agreement.
4. Abuse and exceptions
We may deny a refund under our voluntary refund windows where there is evidence of fraud, chargeback abuse, or a material license violation. We will explain a denial. Changing your mind or ordinary use of the software is not abuse. These exceptions do not affect mandatory consumer rights or refunds required by law.
5. Processing and access
Creem is the Merchant of Record and processes approved refunds to the original payment method. A full refund covers the entire payment being refunded, including taxes collected on that payment. After approval, financial institutions may take approximately 5-10 business days to display the refund. Currency conversion or bank timing is outside our control.
When we process a full subscription refund, we also cancel that subscription and stop future renewals; you do not need to submit a separate cancellation request. Paid access for that subscription ends when the refund is processed. A refund request alone does not end access. Refunding an older payment does not remove access paid for by a later, unrefunded payment; we will confirm the remaining access end date. Refunds do not delete your local data; recovery, export, and deletion remain available under the software license.
6. Cancellation without a refund
To stop future renewals, use the Creem Customer Portal or email [email protected] before the next renewal. Choose cancellation at the end of the paid period to retain access through that date; support will use this option unless you request immediate cancellation. An immediate cancellation ends access immediately. Check the effective date shown in the portal or confirmed by support.
Cancellation alone does not request a refund. Outside the refund windows above, we do not ordinarily provide prorated refunds or credits for unused monthly or annual subscription time, except for agreed technical-problem remedies or where required by law. If a renewal is charged after you sent us a cancellation request before the renewal time, contact us and we will refund that charge.
7. Contact
Refund, cancellation, and billing support: [email protected].