Refund Policy

1. Who this is from

The seller is the NumCRM project: the site numcrm.com and the app app.numcrm.com. All refund correspondence goes to info@numcrm.com. This policy forms part of the Public Offer.

No legal-entity details are stated in this document. This does not affect your rights under this policy.

2. First, 14 days free

Before any payment you get 14 days of the Professional plan without a card. That is the main protection against a purchase you regret: you can look at the service before anything is charged, not after.

For that reason, as a general rule a paid month is not refunded — it was paid after you had already used the service for free. The exceptions are below, and there are four of them.

3. First exception: your rights in law

If you are a consumer in the EU or the UK, distance-selling law gives you 14 days to withdraw from the contract without giving a reason. For a digital service that starts working immediately this right can end earlier — but only if you expressly asked for it to start at once and confirmed that you understood the consequence. If you gave no such confirmation, your 14 days remain in full, and we will not invoke immediate access to refuse you.

If you are outside the EU and the UK, the mandatory consumer-protection rules of your country apply. Nothing in this policy takes away a right your own law gives you.

4. Second exception: a charge you were not expecting

The subscription renews automatically. If you forgot to cancel and found the charge, write to us within 14 days of the charge date. If you have not used the service in that time, we refund that period in full and cancel the subscription.

"Not used" means no sign-ins to the app and no new records created after the charge. We can see that and check it ourselves — you do not have to prove anything.

5. Third exception: the service was down

If a failure on our side left you without access for a prolonged period, we will extend your paid period by the length of the outage or refund the corresponding part of the payment — your choice. Tell us when it happened and we will check the logs.

6. Fourth exception: the wrong amount was taken

A double charge, a charge after cancellation, an amount that does not match your plan — that is our mistake. Refunded in full and without argument as soon as we see the evidence.

7. How to ask for a refund

One e-mail to info@numcrm.com. Please include:

• the e-mail address the account is registered to;
• the date and amount of the charge, as they appear on your statement;
• what happened — two lines is enough.

We answer within 24 hours and say yes or no with a reason. There is no separate refund form or button in the app — only e-mail, and that is deliberate: a person reads every one of these.

8. Timing

A decision within 3 working days of your e-mail. An approved refund is sent through Airwallex back to the card that paid, within 5 working days of the decision. After that the money moves at your bank's pace — usually 3 to 10 working days, which is outside our control.

Refunds are calculated in hryvnia and sent back as the same hryvnia amount. What arrives in your currency may differ from what was charged because of exchange rates and bank fees; we do not compensate the difference.

9. What is not refunded

• a paid period you have used, where none of the exceptions in sections 3–6 applies;
• periods paid for more than 12 months ago — we no longer hold the payment reference needed to reverse them;
• access closed for breach of the acceptable-use rules (section 11 of the offer). If you think that decision was wrong, write to us and we will look again.

10. Cancelling is not refunding

Cancelling stops future charges and keeps your access to the end of the period you paid for. It does not by itself return money for that period. If what you need is money back, do not rely on cancelling — write to us.

11. Chargebacks

If you believe a charge was wrong, write to us before going to your bank: we almost always settle it faster than a bank does and without consequences for your card. We do not treat a chargeback raised without contacting us as a breach and do not penalise it — but it takes weeks where an e-mail takes a day.

12. Governing law

This policy chooses neither the law of a particular country nor a particular court.

The mandatory consumer law of the country you live in applies to you. You may also approach your national consumer-protection authority.