Refund policy

This policy explains when CrewLabs issues refunds and credits and when it doesn't. It's incorporated by reference into our Terms of Service. If you have a question about a charge, email hello@crewlabs.net before disputing it with your bank — we'll almost always sort it out faster than a chargeback will.

1. Monthly subscriptions

Monthly subscription fees are not refundable. You can cancel at any time from the billing portal in your dashboard or by emailing us; cancellation takes effect at the end of your current paid period, and you won't be billed for the next month. We don't pro-rate or refund the unused portion of the current month.

2. Overage and message packs

Overage packs and message packs are billed when purchased and are non-refundable once any portion has been consumed. Unused balance does not expire and rolls forward indefinitely on your account, but it's not redeemable for cash and can't be transferred to another customer.

3. Annual prepay

We don't currently sell annual plans. If we introduce one and you cancel mid-term, we'll issue a prorated refund for unused full months, less a 15% administrative fee. The exact mechanics will be set out at the time annual billing is offered.

4. Service failure credits

If our infrastructure causes the service to be fully unusable for more than 72 consecutive hours, we'll credit your next invoice for the prorated value of the downtime upon request. "Fully unusable" means the platform is not processing messages on any of your connected channels because of something on our side.

Outages on the channels themselves don't qualify. If Telegram, Slack, WhatsApp, Twilio, or another upstream goes down, that's outside our control, and the time it's out doesn't count toward the 72-hour window. To request a credit, email hello@crewlabs.net within 30 days of the incident with the dates and times affected.

5. Disputes

If you think we charged you in error, email hello@crewlabs.net first. We aim to resolve billing questions within 5 business days. Filing a chargeback or payment dispute with your bank before contacting us is grounds for immediate account suspension — not because we're punishing you, but because chargebacks are expensive and slow and we'd rather just refund you directly if a refund is due.

6. Contact

Refund and billing questions: hello@crewlabs.net. A real person reads it.