Creately Refund Policy

Thank you for choosing Creately.

If you would like to request a refund, we encourage you to review our policy on refunds to familiarize yourself with the refund applicable reasons and how to apply.

Except when required by law, all refunds are subject to an internal approval process. Creately reserves the right to provide or decline a refund regardless of the reason as determined during the approval process. The decision given by Creately (Cinergix Pty Ltd) shall be the final decision.

1. Cancellations, Auto-renewals and Unused periods

As per clauses 3.11 and 5.3 of the Terms of Service that you accepted while purchasing your Creately subscription, please note that Creately is not obligated to provide refunds for subscription cancellations, unused periods or auto-renewals. All fees are non-refundable, even if your subscription is cancelled before its renewal. 

You will be charged the fee mentioned for your subscription plus any relevant taxes on each renewal until you cancel or pause your account using the Account Management interface or by contacting the Creately Support team via a ticket.

If you cancel your account before the next renewal cycle, you'll have access to paid services until the end of your subscription period, yet charges for the unused period will not be refunded. Your account and its contents will be permanently deleted after your subscription cancels on the subscription end date, and you will not be charged subsequently. 

To cancel your subscription, kindly refer to the article on how to cancel a subscription or alternatively you could refer to the article on how to pause the subscription to pause and avoid renewal.

How to request a refund?

You could request a refund in the event you deem it necessary by emailing Creately Support at support@creately.com. The request must be made via the email address linked to your subscription. 

The act of submitting a request may not guarantee a refund; however, the Billing Team will review all refund requests in accordance with our Refund Policy and as outlined in our Terms of Service.

Following the refund approval process, Creately will reach out to you with a decision, and this decision shall be final.

2. Corrupted or Malfunctioning Workspace/App

In the event, you have contacted Creately Support and your request for bug fixes has exceeded its deadline, making it impossible for you to work in Creately, you are able to request a refund.

How to request a refund?

Request using the same thread you used to contact the support specialist or send a new email to support@creately.com mentioning the relevant ticket number you used to contact your support specialist.

3. Duplicate Payments

If you have been charged multiple payments from Creately on the same day, it could be due to one of the following reasons:

• A due payment from a previous invoice settled along with the current payment; or
• Payments made to separate accounts having the same payment method

Further, you could request a refund in the event you have been charged more than once at a particular instance.

How to request a refund?

Forward your request to support@creately.com along with the payment receipts from your bank or PayPal for the payments made.

In the event that Creately determines that you are entitled to a refund of all or part of the fees you paid, such refund shall be made to the payment method associated with your Creately account.

4. Tenure changes

If you have unintentionally purchased a different billing tenure and contacted Creately Support within 12 hours of purchase, your request to change the tenure within the same plan will be considered. While we will consider your request, it is important to note that it will go through an approval process, and therefore we cannot guarantee the outcome.

5. Claims submitted for the following reasons are non-refundable:

• Forgetting to cancel a subscription
• Assuming that the subscription was automatically cancelled
• Assuming that the subscription selected differs from the subscription purchased
• Multiple refunds have been requested for the same subscription
• Assuming the existence of features that are not offered by Creately