Refund Policy

1. Overview

Crystality is a subscription-based desktop software service offering cosmetic personalization tools for supported games. This policy explains when refunds are available and how to request them. Please read it before purchasing. By completing a purchase, you agree to this policy.

Our goal is to treat customers fairly while operating a sustainable digital service. We encourage you to contact support with any billing or access issues before requesting a refund or filing a payment dispute.

2. When Refunds Are Not Available

We do not provide refunds in the following situations:

• Change of mind or no longer wanting the subscription
• Unused portion of a billing period after you cancel
• General dissatisfaction where the service was delivered and functioned as described
• Failure to meet system requirements that were stated before purchase (please check requirements on our website first)

Subscription cancellation stops future renewals and charges. You keep access until the end of the billing period you have already paid for. No partial refunds are given for the unused part of that period.

3. When Refunds May Be Considered

We may issue a refund in limited circumstances, including:

• Verified technical incompatibility: The software does not run correctly on your system despite meeting stated requirements, and our support team cannot resolve the issue within a reasonable timeframe (e.g. within a few business days of you providing the information we need to assist).
• Duplicate or erroneous charge: You were charged more than once for the same period, or charged in error (e.g. wrong plan or amount). We will correct billing errors and refund any overcharge.

Approval of a refund in these cases is at our discretion after reviewing your account and the circumstances. We may ask you to provide details and work with support to try to fix technical issues before a refund is granted.

4. How to Request a Refund

To request a refund, contact us by email with:

• Your account email address
• Order or transaction reference (if you have it)
• Date of purchase or charge
• Brief reason for the request (e.g. technical issue, duplicate charge)
• For technical issues: what you have tried and any error messages or steps support has already suggested

Email: support@crystality.win

We will review your request and respond within a few business days. If a refund is approved, it will be credited to the original payment method. Processing time can take 5–10 business days depending on your bank or card issuer. If a refund is not approved, we will explain why and, where relevant, suggest alternatives (e.g. further troubleshooting).

5. Subscription Cancellation (Not a Refund)

Cancelling your subscription is separate from requesting a refund:

• You can cancel at any time from your account dashboard.
• Cancellation stops future renewals; you will not be charged for the next period.
• You keep access to the software until the end of the current paid period.
• We do not refund the unused part of the current period when you cancel.

6. Payment Disputes and Chargebacks

If you have a problem with a charge, we ask that you contact us first at support@crystality.win so we can try to resolve it. Many issues (e.g. duplicate charges, access problems, or questions about billing) can be fixed directly. Filing a chargeback or payment dispute without contacting us can delay resolution and may result in account restriction while the dispute is under review.

We will respond to chargebacks and disputes in accordance with our payment processor's procedures and will provide relevant transaction and account information to resolve the matter. We encourage customers to use our support channel first for a quicker outcome.

7. Customer Support and Complaints

We aim to respond to support and complaint inquiries within a few business days. For billing or refund questions, please contact:

Include your account email and a clear description of your issue. We will work with you in good faith to address complaints and, where appropriate, offer a refund or other solution in line with this policy.

8. Changes to This Policy

We may update this Refund Policy from time to time. The current version will be posted on this page with an updated "Last updated" date. The policy in effect at the time of your purchase applies to that transaction. We encourage you to review this policy before purchasing.