Billing Policy
Cancellation & Refund Policy
Last updated: February 2026
TL;DR
- Full refund within 14 days of your initial purchase
- Cancel anytime — service continues until period ends
- Refund processed within 14 days to your original payment method
- Try the 14-day free trial before subscribing
1. Refund Policy
You can request a full refund within 14 days of your initial subscription purchase. The 14-day refund window applies to your first subscription payment only and does not reset upon automatic renewals.
Refunds are processed through Paddle, our merchant of record. Paddle will issue the reimbursement within 14 days of receiving your request, using the same payment method used for the original transaction. No additional fees are charged.
Paddle reserves the right to refuse refund requests where there is evidence of fraud, refund abuse, or other manipulative behaviour.
2. How to Request a Refund
To request a refund within the 14-day window:
- Email us at billing@crystalfive.gg with your registered email and date of purchase
- Or contact Paddle directly through your payment receipt
To meet the cancellation deadline, it is sufficient to send your request before the 14-day period expires.
3. Canceling Your Subscription
You can cancel your subscription at any time through:
- CrystalFive Host app → Settings → Subscription → Cancel
- Contact us via email
When you cancel, your service continues until the end of the current paid period. After that, the relay service is deactivated until you resubscribe.
4. Changing Plans
You can upgrade your plan at any time (Starter, Plus, or Pro). When upgrading mid-period, the difference is calculated pro-rata.
To downgrade, cancel your current subscription and subscribe to the lower plan when your paid period ends.
5. Auto-Renewal
Subscriptions auto-renew at the end of each period. We'll notify you before renewal:
- 7 days before monthly renewal
- 30 days before yearly renewal
6. Service Termination
If we discontinue the service entirely, we'll provide advance notice and your service will remain active until the end of your current paid period.
7. Payment Processor
We use Paddle as our merchant of record. All billing, refunds, and cancellations are processed through Paddle.