In short: you can cancel your plan whenever. If you ask within 14 days of a payment and haven't used any of the credits it gave you, you get a full refund. If you've used some, we refund the share you haven't used.
This policy covers payments for Crayon Board: the paid monthly plans (currently Crayon and Studio) and one-off credit top-ups, sold by Crayon City LLC (CrayonCity). It forms part of our Terms & Conditions. The credits a new account is given are free, so there is nothing to refund for them.
We are the seller of record and handle refunds ourselves. Card payments are processed by Stripe, so an approved refund is returned to the card you paid with.
1. Cancelling
You can cancel a paid plan at any time from the pricing page in Crayon Board, or from the billing portal linked there. Cancelling stops the next renewal: you keep your plan and its credits until the end of the month you have already paid for, and you are not charged again. Cancelling on its own does not refund the current month. For that, see section 2.
2. 14-day refunds
Each payment (your first one, every monthly renewal and every top-up) can be refunded within 14 days of the date it was taken:
- No credits used: if you haven't used any of the credits that payment gave you, you get a full refund.
- Some credits used: we refund the unused share of the payment, calculated as the payment multiplied by the credits you have left from it, divided by the credits it gave you.
- After 14 days: payments are not normally refundable, except in the cases in section 3 or where the law requires it.
When a plan payment is refunded, the plan ends and your account continues without one. When a top-up is refunded, its unused credits are removed.
Credits are used in this order: your plan's monthly credits first, then credits carried over or added by a top-up or gift code. Credits given back for a class that failed are counted as unused.
3. When we always refund
- You were charged more than once for the same payment, or charged the wrong amount.
- You were charged after you cancelled.
- You paid, but your plan was never switched on and we can't fix it.
- A technical fault on our side stopped you from using the credits you paid for, and we can't fix it within a reasonable time.
- We permanently shut Crayon Board down. We then refund the unused part of your current month.
If a class fails to start, or stops early because of a fault on our side, its credits are given back to your account automatically. You don't need to ask.
4. How to request a refund
- Email support@crayoncity.dev, or message us on WhatsApp at +880 1779 418015, with the email address on your Crayon Board account. Your Stripe receipt has the payment date on it, which helps.
- We check how many credits you have used since that payment and work out the amount.
- We issue approved refunds to your original payment method, normally within 14 days. How quickly it appears depends on your bank.
What isn't refundable
- Sign-up credits, and credits added with free or promotional gift codes.
- Credits spent on classes that were delivered, except as described above.
- Unused credits from a payment more than 14 days old. They may carry over where your plan allows, but they are not paid out.
- Payments for an account closed for a serious breach of our Terms, where the law allows.
5. Your legal rights
Consumers in some countries, including the EU, EEA, UK and Switzerland, have a legal right to cancel certain online purchases. This policy doesn't reduce those rights. Where local law gives you more, the law applies.
6. Chargebacks
Please contact us before disputing a charge with your bank. Most problems can be fixed quickly, and a refund from us is faster than a chargeback.
7. Contact
Email: support@crayoncity.dev
WhatsApp: +880 1779 418015
We reply within two working days.