Cancellation & Refund Policy
Everything you need to know about cancellation and refunds
Last updated: January 2026
TL;DR
1. Canceling Your Subscription
You can cancel your subscription at any time through:
- CrystalFive Host app → Settings → Subscription → Cancel
- Contact us via email
When you cancel, your service continues until the end of the current paid period. After that, your account automatically converts to the Free plan.
2. No-Refund Policy
We don't offer refunds for paid periods for these reasons:
- The Free plan lets you try the full service before paying
- You can use the service until the end of your paid period
- Server operating costs are paid in advance
3. Exceptions
We may offer refunds in these cases:
- Technical error on our end
If you couldn't use the service due to a technical issue we couldn't resolve
- Duplicate charge
If you were charged more than once by mistake
- Legal requirements
In cases required by law
4. Changing Plans
You can upgrade from Free to Premium at any time. When upgrading mid-period, the difference is calculated pro-rata.
5. Auto-Renewal
Subscriptions auto-renew at the end of each period. We'll notify you before renewal:
6. Service Termination by Us
If we suspend your account for terms violation, you are not entitled to a refund.
If we discontinue the service entirely, we'll provide a pro-rata refund for the remaining period.
7. Requesting an Exception
If you believe your case warrants an exception, please include:
- Your registered email address
- Date of payment
- Reason for refund request
8. Payment Processor
We use Paddle for payment processing. Any refunds are processed through Paddle and may take 5-10 business days to appear in your bank account.