Refund Policy

1. Overview

This policy explains when CrewSignals issues refunds and how billing, cancellation, and disputes are handled. It applies to the paid Crew plan. CrewSignals is a web-based shift-handover and operational log platform sold as a monthly subscription for business and workplace use. There are no physical goods, no shipping, and nothing to download — you access the software immediately after subscribing. This policy sits alongside our Terms of Service and Privacy Policy.

2. Subscription billing

CrewSignals offers a Free plan and a paid Crew plan (currently $12 per team per month, as shown on our website). Crew is billed per team — each team is its own subscription, so an account with several paid teams has several subscriptions. The Free plan is free forever and never involves a charge.

Crew renews automatically each month until you cancel. Payments are processed by Paddle, our payment provider, which acts as the merchant of record for your purchase. That means Paddle is the seller on record for the transaction, collects any applicable tax, and issues your invoice or receipt. Refunds, when granted, are returned through Paddle to your original payment method.

3. Refund eligibility

Because cancelling stops future charges rather than reversing the current one, fees for the current or already-used billing period are generally non-refundable. This is consistent with our Terms of Service, which state that fees are not prorated or refunded for partial billing periods.

That said, we'd rather be fair than rigid. We review good-faith requests case by case and will typically issue a refund or account credit where the situation warrants it, including:

• a billing error or a charge that clearly shouldn't have happened;
• being charged shortly after you intended to cancel and hadn't used Crew in the new period;
• a prolonged service outage or a defect that prevented you from using Crew for a meaningful part of the period.

See How to request a refund below.

4. Non-refundable situations

To set clear expectations, we normally do not refund:

• billing periods that have already elapsed or been substantially used;
• a change of mind after you've actively used Crew during the paid period;
• renewals you forgot to cancel before the renewal date — though we'll still consider these, especially if the team wasn't used afterward;
• the Free plan, since nothing is ever charged for it.

5. Duplicate or accidental charges

Genuine mistakes are always put right. If you were charged twice for the same team, upgraded the wrong team, or were billed after a confirmed cancellation, contact us with the details and we'll verify the charge and refund the erroneous amount through Paddle. You will not be expected to absorb a duplicate or accidental charge.

6. Failed or unauthorized payments

If a renewal payment fails, we don't cut off your team right away. The subscription enters a past-due state and Paddle automatically retries the payment for a period while your team keeps Crew access. You can update your card at any time from Manage billing in team settings, which opens Paddle's secure customer portal. If the payment ultimately cannot be recovered, the team returns to the Free plan.

If you see a charge you don't recognize, or believe your payment method was used without authorization, contact us and Paddle promptly. Unauthorized charges are handled in line with Paddle's buyer protection and applicable law.

7. How to request a refund

Refunds aren't automated in the app — a person reviews each request. To start one, email us at hello@crewsignals.com or contact us. To help us resolve it quickly, please include:

• the team name the subscription belongs to;
• the email address on your account;
• the charge date and amount;
• a short description of the reason for the request.

Approved refunds are processed through Paddle, since Paddle is the merchant of record for the original charge.

8. Refund processing time

We aim to review refund requests within a few business days. Once a refund is approved and issued through Paddle, the funds typically appear on your statement within about 5–10 business days, depending on your bank or card provider. The exact timing is outside our control once the refund has been submitted.

9. Subscription cancellation

You can cancel a Crew subscription yourself at any time from team settings; only team admins can manage billing. Cancellation takes effect at the end of the current billing period rather than immediately, so your team keeps Crew features until the period you've already paid for runs out. No further charges are made after you cancel.

Changed your mind? As long as the period hasn't ended yet, you can resume a scheduled cancellation from the same settings screen and Crew simply continues.

10. Effect of cancellation

When the paid period ends, the team returns to the Free plan and Free-plan limits apply again — up to 3 members, the most recent 7 days of handover history visible in the app, and no export or full-text search. Your data is retained as described in our Privacy Policy; cancelling a subscription does not delete your account. Account deletion is a separate request — you can ask us to delete your account and associated data at any time via our contact page.

11. Statutory rights and Paddle's policies

Nothing in this policy limits any mandatory consumer or statutory rights you may have under the law that applies to you. Because Paddle is the merchant of record, Paddle's own buyer terms and refund policy may also apply to your purchase. Where those rights or policies require a refund, we honor them.

12. Changes to this policy

We may update this policy from time to time. When we make material changes, we'll revise the “Last updated” date at the top of this page. Continued use of CrewSignals after a change takes effect constitutes acceptance of the updated policy.

13. Contact

If you have questions about this policy or a specific charge, please contact us. You may also want to review our Terms of Service and Privacy Policy.