Refunds, cancellations and returns

1. There is nothing to return

Creo Access is software delivered over the internet. There is no physical product, no shipment and no return address, so a returns process in the traditional sense does not apply. What matters instead is when you are charged, how you stop being charged, and what happens if a charge was wrong.

2. The free trial

A new subscription starts with a 14-day free trial. During the trial you have the same access as a paid subscriber, and you are charged nothing.

A card is required to start the 14-day free trial.

If you cancel before the trial ends, no payment is taken. If you do not cancel, the subscription continues and the first payment is taken when the 14-day trial ends.

You are only offered one trial per account. If a trial has already been used on an account, starting again means starting a paid subscription.

3. When billing begins and how renewal works

Billing begins at the end of the free trial, or immediately if you start a paid subscription without a trial. Prices are in US dollars. Taxes may apply depending on your location.

You choose monthly or annual billing at checkout. A monthly subscription renews every month and an annual subscription renews every year, automatically, until you cancel. We do not increase the price of an existing subscription without telling you in advance.

4. Cancelling

You can cancel at any time from Settings in your account. Cancellation needs no explanation, no email and no phone call, and it takes effect through the same billing system that took the payment.

Cancellation takes effect at the end of the period you have paid for.

In practice that means you keep full access until the end of the month or year you have already paid for, and no further payment is taken. Cancelling does not delete your workspace: if your access lapses, the workspace stays available to you in read-only form for 30 days and follows the lifecycle described on our data handling and deletion page.

We do not pro-rate a partly used period by default. If you cancel one week into a month you have paid for, you keep the remaining three weeks rather than receiving a refund of them.

5. Duplicate or incorrect charges

If you were charged twice for the same period, charged after cancelling, charged the wrong amount, or charged on an account that is not yours, that is our error and we will refund it in full. Tell us and we will investigate; you do not need to argue for it.

Refunds are returned through the original payment method by our payment processor. How quickly it appears is decided by your bank or card issuer, not by us, so we do not promise a specific number of days.

6. Service failures

If Creo Access is substantially unavailable, or a core feature you are paying for does not work, and we cannot resolve it in a reasonable time, contact us. We will look at what you were unable to use and for how long, and a refund or credit for the affected period is an appropriate remedy in that situation.

AI-assisted features produce drafts that need your professional judgment. Output you disagree with is not in itself a service failure, and neither is a fair-use allowance behaving as described at the point of sale.

7. How to request a refund

Email support@creosystems.io from the address on the account, with the date and amount of the charge and a short description of the problem. We will acknowledge the request and tell you our decision, with the reason, within 14 days.

Outside the situations above, a duplicate or incorrect charge, a service failure, or a statutory right, a refund of a period you have already used is at our discretion. We would rather say that plainly than publish either a blanket refusal or a promise we have not committed to. If your circumstances are unusual, ask.

8. Statutory rights, which come first

Nothing on this page removes or limits any right you have under consumer law, and where a statutory right gives you more than this policy does, the statutory right applies.

If you are a consumer in the UK or the European Economic Area, you generally have a 14-day right to withdraw from a distance contract for digital services. Where you ask us to begin providing the service immediately and acknowledge that you lose that right once it has been fully performed, the usual statutory exceptions apply. If you believe your withdrawal right applies to a payment you have made, tell us and we will honour it.

Consumer protections elsewhere, including in Australia, and in individual US states, may also give you rights that override the standard position above. Those rights apply regardless of what this page says.

Most Creo Access subscriptions are business purchases rather than consumer purchases, and consumer withdrawal rights generally do not apply to a business buyer. We do not use that as a reason to refuse a genuine billing error.

9. Contact

support@creosystems.io
Creo Systems · creosystems.io

Our Terms of Service govern the subscription itself, and our Privacy and Data Protection Policy explains what we do with billing information.