Refund & Cancellation Policy

1. Purchases covered

This policy covers project services, hosting, maintenance, and premium app purchases billed directly by LetsCrak. Project work and recurring services have different refund rules, set out below. Nothing here removes a refund or other remedy required by applicable law.

2. Cancelling project work

Before work starts: you can cancel and receive a full refund of the amount paid for that project. We do not deduct a cancellation fee from that refund.

After work starts: you can cancel and receive a partial refund of the unused portion of your payment. We calculate the amount using the agreed scope, milestone values or rates, and the work actually completed up to cancellation. We provide an itemised explanation; we do not apply an arbitrary fixed forfeiture percentage.

The refund is the amount you have paid less the value of work already completed, up to the amount paid. If the completed work accounts for the entire payment, there may be no unused amount to refund. Any remaining payment obligation for completed work is assessed against your agreed quote, rather than an unapproved additional charge.

If we cannot deliver the agreed work, we will discuss an acceptable correction or revised delivery arrangement with you. If the issue cannot be resolved, amounts paid for work we cannot supply are refundable. Defective or unusable work is not automatically treated as satisfactorily completed work for the refund calculation; applicable customer remedies remain available.

3. Hosting, maintenance, and premium apps

Subscription charges are non-refundable for an activated billing period when you change your mind, do not use the service, or cancel partway through that period. This applies to recurring hosting, maintenance, and premium app plans such as LetsMute. There is no prorated refund simply because you stop using a paid plan.

You may cancel automatic renewal at any time before the next renewal is processed. Email hello@letscrak.com with the service name, the email associated with the purchase, and an invoice or transaction reference. You may also use subscription controls supplied by the service or billing platform, where available. Uninstalling an app or ceasing to use a service does not cancel its billing.

After cancellation, the current paid period continues until its scheduled end and further renewals stop. Cancellation after a renewal has already been processed normally applies to the following renewal. We confirm your cancellation and the relevant end date by email.

The non-refundable rule does not exclude correcting duplicate or incorrect charges, investigating an unauthorised charge, or providing a remedy where we fail to supply the purchased service. It also does not override refunds required by law. Contact us promptly if access was never activated or the service does not match what you purchased.

4. Requesting a refund

1. Email hello@letscrak.com with “Refund request” or “Cancellation request” in the subject.
2. Include your name, the purchase email, invoice or transaction reference, payment date, amount and currency, and the reason for your request.
3. For a delivery or technical problem, explain what happened and include relevant error details. Do not send a full card number, card security code, password, or other unnecessary sensitive information.

Please report a problem as soon as you notice it. We do not impose an additional short reporting deadline that removes your mandatory rights. To stop a renewal, your cancellation must reach us before that renewal is processed.

5. Review and processing times

We review refund requests within 5 business days of receiving them and respond with our decision or the specific information needed to resolve the request. If information is missing, we explain what is needed rather than silently closing the request.

Once a refund is approved, we submit it to the original payment method within a further 5 business days. Your bank or payment provider may take additional time to credit your account. We can supply a refund reference so you can follow up if it has not appeared.

Business days mean Monday to Friday, excluding public holidays in Sri Lanka. Refunds are issued in the original transaction currency. Currency conversion differences or fees independently charged by your bank are outside our control. If the original payment method cannot receive the refund, we will work with you and the payment provider on a verified alternative.

6. App-store purchases and payment disputes

If an app store, rather than LetsCrak, billed your purchase, use that store's cancellation and refund process. Its processing times may differ. We can help identify the billing channel and investigate an app issue.

You may contact us to resolve a billing issue without giving up your right to contact your bank or payment provider. If a dispute is already open, tell us so we can coordinate the response and avoid duplicate credits.

7. Returns and related terms

These purchases are services or digital access, so there is no physical item to ship back. Ending access, project handover, and the value of completed work are handled according to the relevant order and this policy. See our Terms of Service and Service Delivery Policy for further details.