Refund & Subscription Terms

1. Free Starter and Professional

The Free Starter Plan includes a one-time allowance of complimentary Translation Credits, with the amount and validity shown in the Service. It has no plan fee, requires no purchase to use those credits and does not turn into a paid subscription when the credits are used or expire. The starter allowance is not available repeatedly by changing plans or creating multiple accounts.

Professional currently requires a successful credit-pack purchase, not a monthly or annual subscription. A Free Starter account automatically becomes Professional after successful completion of that purchase. There is no separate upgrade fee. Further packs are optional one-time purchases to fund further usage. Enterprise or other tailored arrangements follow the terms of your separate written agreement.

2. Credit packs, usage and expiry

Each pack's credit quantity, price, currency, taxes and validity are disclosed with the offer or at checkout before purchase. Complimentary or bonus credits follow the validity stated for their grant. Expiry dates and balances can be viewed in Usage & credits. Dated credits expire at 23:59:59 UTC on the stated expiry date. Buying another pack does not generally reset the expiry of earlier purchased packs.

The current rate is one Translation Credit per word processed by AI for translation; optional reverse translation is charged for the words processed in that step as well. Usage across target languages is added together. Project runs are charged to the workspace owner's balance and One-off translations to the signed-in user's balance. The available credits with the earliest expiry are consumed first.

Credits do not renew automatically or become a monthly allowance. Unused credits remain available until their applicable expiry; they are not lost at the end of a calendar month. If credits are exhausted or expire, a further purchase is needed for further chargeable translations, but your Professional plan does not automatically expire or return to Free Starter. Credits cannot be cashed out; complimentary credits have no cash refund value, without affecting your statutory rights.

3. Upgrading and plan limits

• The Free Starter-to-Professional upgrade takes effect only after successful purchase completion is confirmed. Selecting Upgrade, opening checkout, cancelling it or a failed payment does not change your plan or grant the purchased credits.
• The upgrade preserves your existing workspaces, projects, files and records, subject to normal retention rules. Any remaining unconsumed Free Starter credits are carried over and their expiry is extended to the Professional credit validity applicable at upgrade. Any complimentary Professional bonus is granted according to the offer shown. Expired or previously consumed credits are not restored.
• Professional provides the features and increased limits shown in your account, subject to fair use. Credits pay for translation usage; they do not remove plan limits on workspaces, projects, files, batches, file size, formats, languages or models.
• There is no routine downgrade from Professional to a new Free Starter allowance. Stopping purchases, spending your credits or credit expiry does not restart the one-time starter allowance.

4. Stopping purchases and future subscriptions or add-ons

There is no current Professional recurring subscription to cancel. You can stop buying packs at any time; this does not trigger another charge or an automatic downgrade. Existing credits retain their applicable expiry, and account closure does not itself create a right to a refund beyond the rights set out below.

We may later offer monthly subscriptions for other plans and/or add-ons. Before you agree, the offer will clearly state the price, billing frequency, included credits or features, any minimum term, renewal arrangements and how to cancel. Recurring payments require your express agreement; an earlier credit-pack purchase does not authorise them.

Only a subscription expressly described and accepted as automatically renewing will renew. Any future subscription's cancellation timing, access after cancellation, treatment of included allowances and any change of plan will follow the terms disclosed when you subscribe, subject to your statutory rights. Existing purchased packs remain subject to their agreed validity. We will give advance notice of renewal price changes so you can cancel before they take effect.

5. 14-day right to cancel (UK and EU consumers)

If you are a UK or EU consumer, you generally have a statutory right to cancel an eligible online purchase within 14 days of entering into the contract. This applies to credit-pack purchases and any future subscription or add-on where the law provides that right. Contact info@creuware.com to exercise it. Unused purchased credits covered by a valid cancellation are refunded and removed from your balance.

If you expressly request that a service begins during the cancellation period, a proportionate charge for services actually supplied before cancellation may be deducted only where legally permitted and the required information and consent have been provided. Buying credits or running a translation does not by itself remove your cancellation rights. Any lawful exception for fully performed services or digital content supplied immediately requires the applicable express consent and acknowledgement; accepting these Terms alone is not a substitute. Your statutory rights are not restricted by this policy.

6. Other refunds

• Duplicate or mistaken charges are refunded in full.
• A prolonged service failure caused by us may be remedied by a refund or replacement credits, without limiting your statutory remedies.
• If a fault on our side results in an incorrect credit deduction, contact us so we can investigate and correct it. Successfully completed portions of a partly failed run may still consume credits; a partial failure does not automatically mean all usage is free.
• Outside your statutory rights or an express offer, packs are normally not refundable merely because you stop using the Service, credits expire, you close your account or you are dissatisfied with an AI translation that requires human review. This does not exclude remedies for a service that fails to meet legally required standards.
• Any additional refund arrangement for a future subscription, add-on or individually agreed plan will be disclosed with that offer. Complimentary and bonus credits are not a separate cash payment and have no cash refund value.

7. Requesting a refund

Email info@creuware.com with your account email and invoice reference. We acknowledge requests within 5 working days and pay approved refunds to the original payment method within 14 days.

8. Failed payments

An unsuccessful, cancelled or pending credit-pack payment does not add purchased credits or trigger a Free Starter-to-Professional upgrade. Your existing plan, credits and records are unchanged by that unsuccessful purchase. If you are charged but your credits do not appear, contact info@creuware.com with the payment reference before making a duplicate purchase.

If a completed payment is later reversed, refunded or disputed, the related purchased credits may be removed or access restricted as appropriate, subject to your statutory rights. Any payment retry or access rules for a future recurring subscription will be stated in that subscription's terms; they do not apply to the current one-time-pack model.

9. Your content when credits expire or you stop purchasing

Translations you produced remain yours. Spending or expiring credits, or stopping purchases, does not itself delete your workspaces, projects or records. Stored files still follow your plan's retention period and account deletion rules, so download anything you need to keep. One-off snippets and files are not retained; copy or download their results immediately. A purchase or upgrade cannot restore content already deleted or removed after its retention period.