Refund and cancellation policy

1. 14-Day Money-Back Guarantee

New customers on paid plans (Professional or Agency) are eligible for a full refund if:

• The refund is requested within 14 days of initial purchase
• You have not exceeded 50% of your plan's monthly audit limit
• You have not violated our Terms of Service or Acceptable Use Policy

To request a refund, email info@crownlightholdings.com with your account email and reason for the request. Refunds are processed within 5-7 business days.

2. Non-Refundable Situations

Refunds are not available in the following cases:

• Requests made after 14 days from purchase
• Free tier upgrades (no charge to refund)
• Add-on purchases (additional audits, white-label reports)
• Promotional or discounted plans marked as "non-refundable"
• Accounts suspended for policy violations
• Enterprise contracts (subject to separate terms)

3. Subscription Cancellation

3.1 How to Cancel

You can cancel your subscription at any time:

• Go to Settings → Billing → Cancel Subscription
• Email info@crownlightholdings.com with your cancellation request
• Contact support through live chat

3.2 Cancellation Effects

• Your subscription remains active until the end of the current billing period
• You retain access to all features until the cancellation date
• Audit reports are accessible for 90 days after cancellation
• You can export your data at any time before cancellation
• No further charges will be made after cancellation

3.3 Reactivation

Cancelled subscriptions can be reactivated within 90 days. Your previous settings and audit history will be restored. After 90 days, data may be permanently deleted.

4. Service Credits vs. Refunds

For service issues (downtime, bugs, performance problems), we may offer service credits instead of refunds. See our Service Level Agreement for details.

• Service credits are applied to future billing cycles
• Credits are non-transferable and non-refundable
• You can choose between credits or refund for eligible SLA breaches

5. Billing Errors

If you believe you've been charged incorrectly:

• Contact info@crownlightholdings.com within 30 days of the charge
• Provide your account email and transaction details
• We will investigate and respond within 5 business days
• Confirmed billing errors will be refunded in full

6. Downgrades

If you downgrade from a higher-tier plan to a lower-tier plan:

• No partial refunds are issued for the price difference
• The lower rate applies to your next billing cycle
• Features from the higher tier remain accessible until period end

7. Annual Plans

Annual subscriptions have special terms:

• 14-day money-back guarantee applies (pro-rated after use)
• Cancellation after 14 days: no refund, but access continues until year-end
• Mid-term upgrades: credit applied toward new plan
• Auto-renewal: cancelled 30 days before renewal date unless you opt out

8. Enterprise and Custom Plans

Enterprise customers are subject to the refund terms in their signed agreement. Typically:

• 30-day evaluation period with full refund option
• Annual contracts: pro-rated refunds for unused months
• Custom terms negotiated in the Master Services Agreement

9. Tax Refunds

If a refund is issued, applicable taxes will also be refunded. Tax exemptions must be provided before purchase; retroactive exemptions are not available.

10. Dispute Resolution

If you have a billing dispute that cannot be resolved through our support team:

• Contact your payment provider (credit card company, PayPal)
• File a chargeback if warranted (we respond to all disputes)
• Consider mediation through a neutral third party
• Legal action as governed by our Terms of Service

11. Changes to This Policy

We may update this Refund Policy with 30 days' notice. Changes apply to purchases made after the effective date.

12. Contact

For refund or billing questions:

Email: info@crownlightholdings.com
Hours: Monday-Friday, 9 AM - 6 PM EST