Refund policy

Last updated: October 30, 2026

These terms describe the intended CraftAI marketplace workflow.

Seller subscriptions

Your first subscription payment is refundable within 14 days of that payment. This guarantee applies to the first payment only. To request it, contact the support contact shown on our Contact page once the live service opens with your account email and payment reference within that window. Renewals are non-refundable. Following cancellation, benefits remain available until the end of the current billing period.

Pro and Flat include a 14-day free trial. Cancellation and plan management are self-service through the Stripe Customer Portal. Cancellation takes effect at the end of the billing period; excess portfolio items are hidden without deletion, and ranking reverts, the paid-plan badge is removed, and new orders use the Starter 15% commission. Orders already paid retain their frozen commission rules.

Failed renewals

If a seller subscription renewal payment fails, Stripe automatically retries eligible payments within 7 days. Your plan benefits remain available during this 7-day grace period. Update your payment method through the Stripe Customer Portal. Some failures require a new payment method before a retry can succeed. If payment is not recovered by the end of the grace period, paid benefits end and new orders use Starter rules. In-flight orders keep their frozen commission rules.

Order refunds and disputes

Order refunds are handled through the dispute process. A buyer may open a dispute from the order page before completion. Our administrator reviews the brief, messages, delivery and supporting information, and resolves the dispute within 5 business days. Outcomes are a full refund, a partial refund or release of funds to the seller. Approved refunds return to the original payment method within 5-10 business days; bank processing time may vary.

If work has not started within 48 hours

If the seller has not started within 48 hours of payment, the buyer is entitled to a full refund on request. No dispute is required. Use the refund action on your order page or contact support with the order reference.

Delivery acceptance

An order completes when the buyer accepts the delivery, or automatically 3 days after delivery if there is no open dispute or revision request. Buyers may request revisions up to the accepted quote’s agreed count. A revision returns the order to In Progress. Please review deliveries promptly and open a dispute before completion if required.

Late disputes

For 7 days after an order automatically completes, buyers may submit a late dispute if the final deliverable is missing or materially different from the agreed scope. Use the Late dispute button on the order page, choose the issue and provide supporting details. An administrator reviews it within 5 business days and may approve a full refund, partial refund or no refund. This window applies after automatic completion, including orders already reviewed; it does not restart when a dispute is resolved. If you cannot access the order, contact support with your order reference.

Buyer charges

Buyers have no subscription and no buyer fees at launch. Mandatory rights that apply under consumer law are unaffected by this policy.