Refund Policy
This Refund Policy explains how iPixel Media LLC ("CrateDrive") handles subscription cancellations and refunds. It supplements our Terms of Service.
1. Subscription Cancellation
You may cancel your subscription at any time through the customer billing portal accessible from your account settings.
When you cancel:
- Your subscription remains active until the end of your current billing period.
- You continue to have full access to your paid plan features during this time.
- Your subscription will not renew at the end of the period.
- You will not be charged again unless you re-subscribe.
You can also cancel by deleting your account entirely; see Section 4 below.
2. No Pro-Rated Refunds
We do not issue partial or pro-rated refunds for unused time within a billing period. If you cancel mid-month or mid-year, you retain access through your paid-through date, but no portion of the fee for that period is refunded.
This applies to both monthly and annual subscriptions.
3. Refund Requests for Billing Errors
If you believe you have been charged in error (duplicate charge, incorrect amount, charge after cancellation, etc.), please contact us at support@cratedrive.com within 60 days of the charge. Include:
- The email address associated with your account;
- The date and amount of the charge;
- A description of the error.
We will investigate and, if we confirm a billing error on our part, issue a refund to the original payment method within 10 business days.
4. Account Deletion
If you delete your account entirely (not just cancel the subscription), your subscription is cancelled and no further charges will occur. The same no-refund rule applies — you retain access through your paid-through date and receive no refund for unused time.
Account deletion is permanent and results in the deletion of your content from our systems within 24 hours (file objects in cloud storage may take up to one hour to remove). See our Privacy Policy for details on data retention after deletion.
5. Plan Downgrades
If you downgrade from a higher-priced plan to a lower-priced plan via the customer billing portal:
- The downgrade takes effect at the end of your current billing period.
- You retain access to your higher-tier features through that period.
- Your next bill will be for the lower-priced plan.
- No partial refund is issued for the price difference within the current period.
If your current storage usage exceeds the lower plan's quota when the downgrade takes effect, you will need to remove files to fit within the new quota. Files exceeding the quota may become read-only (downloadable but not playable in the web app) until you reduce usage; we will not delete files solely for quota overage for at least 30 days.
6. Plan Upgrades
If you upgrade from a lower-priced plan to a higher-priced plan via the customer billing portal:
- The upgrade takes effect immediately.
- Stripe will pro-rate the price difference and bill you for the remainder of the current period at the higher rate.
- The new plan's storage quota and features are available immediately.
7. Free (Starter) Plan
The Starter plan is free. There is nothing to refund. You may delete your Starter account at any time.
8. Statutory Rights
Nothing in this Refund Policy limits any statutory consumer rights you have under the law of your country of residence (for example, the EU's 14-day "cooling off" period for distance contracts, where applicable). Where statute requires us to issue a refund, we will do so even if this Policy would otherwise not apply.
EU consumers who wish to exercise the 14-day right of withdrawal must do so within 14 days of the start of their first paid subscription by emailing support@cratedrive.com. Note that, by purchasing a digital service, you may have waived this right by accepting that service delivery begins immediately at the time of purchase, as is the case with CrateDrive's instant activation.
9. Chargebacks
If you dispute a charge with your bank or credit card issuer instead of contacting us first, we may temporarily suspend your account pending resolution. We strongly encourage you to email support@cratedrive.com before filing a chargeback so we can resolve the issue directly. Chargebacks that are determined to be invalid may result in account termination.
10. Contact
Questions about this Refund Policy or a specific charge? Contact:
iPixel Media LLC 15106 Barby Ave., Tampa, FL 33625 Email: support@cratedrive.com