Refund policy

Last updated 15 October 2026

This policy forms part of the public offer. Refunds are made by the Contractor named there.

How refunds work here

Crystalia is a digital service delivered immediately on payment. Before you pay, you tick a separate box confirming you understand that access opens at once, so the 14-day right to withdraw from the purchase that consumer protection law gives you ends when it does. There is therefore no automatic refund window. Refunds are considered individually, on request. We would rather sort out a purchase that went wrong than hold you to it, and in practice we look at what actually happened rather than at a rule.

When a refund is guaranteed

• If a technical fault means you have not received your access key within 48 hours of a successful payment, and technical support has not been able to fix it, the Contractor refunds the full amount within 14 calendar days of your request — unless the fault was caused on your side or by force majeure.
• If the offer does not allow you to buy (clause 4.4, which covers buying from Russia or Belarus among other cases), your payment is returned within 7 business days to the account it came from, and grants no access.

Problems on your side — a device, a PDF viewer, a printer or an internet connection that will not cooperate, or a key that was not kept — are not grounds for the guaranteed refund, but you can still ask, and the request is considered like any other.

How to ask

Email support@crystalia.online with the order reference from the receipt WayForPay sent you, and tell us what went wrong. If you cannot find the reference, the email address you paid with is usually enough for us to find the order.

We answer every request. If we cannot refund, we will tell you why rather than leave it unanswered.

What we look at

• Whether the service failed to do what it says it does.
• Whether you were charged for something you did not intend to buy, including a renewal you meant to cancel.
• How much of what you bought has already been used. Exports you have already downloaded are the thing you paid for, and a request made before you have used any is a much easier one to grant.
• How long ago the payment was. WayForPay's own limits on reversing a charge apply to us too.

What happens when a refund is granted

The Contractor returns the money through WayForPay to the card you paid with, or, if you paid by bank transfer, to the account the money came from. How long it takes to appear is up to your bank, not to us, and is usually a few working days.

A refund takes back what the payment bought, in proportion to what was returned:

• A refunded subscription payment pulls your licence's expiry back by the share of the period that was refunded. A full refund of a period ends it; half a period refunded takes half the days.
• A refunded top-up takes back the corresponding share of the exports it added, and never more than the balance you still hold.
• Exports you have already used are never clawed back, and your balance is never driven below zero. If you used what you bought and then refunded it, you keep what you used.

A subscription payment refunded in full also stops the automatic renewal, so your card will not be charged again. A partial refund does not cancel the subscription: it adjusts what you have and leaves the arrangement in place.

Cancelling instead of refunding

If the problem is simply that you no longer want the subscription, you do not need a refund to stop it. Cancel it from inside the application or by writing to us: the next charge does not happen, and you keep the access you have already paid for until the period ends. See the terms for how that works.

Chargebacks

Please write to us before asking your bank to reverse a charge. A chargeback is slower for you than an email to us, and it costs us a fee whatever its outcome, so it is the worst route to a result we would usually have given you anyway.