1. Purchases are final
Gold packs and the Monthly Pass are one-time purchases of digital content, delivered to your account as soon as the payment is confirmed. Once delivered, they are not refundable, except where the law says otherwise.
The Monthly Pass does not renew, so there is never a subscription to cancel.
2. Your legal rights
Nothing in this policy takes away rights you have by law. In the EU and UK, consumers normally have 14 days to withdraw from an online purchase. For digital content delivered immediately with your consent, that right ends once delivery begins, as the law allows.
3. When we do refund
- You were charged but nothing arrived in your account, and we can't deliver it.
- You were charged twice for the same order.
- A fault on our side kept you from receiving what you paid for.
- Anywhere the law requires a refund.
4. How to ask
Write to support@playcrewloft.com with:
- the email address on your Crewloft account;
- the order number or the receipt from Creem;
- what went wrong.
We reply within 3 business days. Creem, our merchant of record, makes approved refunds back to your original payment method; how long that takes depends on your bank. If we haven't replied within 7 days, you can contact Creem directly.
5. What a refund takes back
When a payment is refunded or charged back, we take back what it gave: the Gold is deducted from your balance (which may go below zero, and then Gold can't be spent until it's positive again), and the Monthly Pass days are removed.
6. During the test period
Payments made in test mode before the official launch charge no real money, so there's nothing to refund. What they gave is cleared at the official launch, as described in the Terms of Service.