Refund policy

Last updated: 2026 — 2026-09-20

Two different things can be refunded on Creavela: the plan you pay us, and a product a customer buys in your store.

Your plan

Plans are paid up front as a one-time payment; there is no free tier. Work on your store begins immediately after payment, which is why the refund window is limited: full refund if you ask before we start building; a refund of the part not yet performed once the work is under way; and no refund once the store has been delivered and published, the service having then been performed. Ask from the contact page — we answer within five business days.

Once your store is built

The deliverable is a working store, published and yours. The build itself is then performed and is not refundable. What remains refundable after delivery is on the order side: a product that never shipped, arrived damaged or was not as described is refunded in full to the customer who paid for it, and any amount charged in error is returned. Nothing recurring is billed, so stopping costs nothing.

Products bought in a store

Customer orders are fulfilled by our sourcing partners. Returns and refunds depend on the partner and the destination country; the storefront shows the applicable terms before payment.

How to ask

Write to us from the contact page with your order or application reference. We answer every request, whatever the outcome.

Card disputes

Payments run through Stripe. You keep your bank's dispute rights; contacting us first is usually faster.

Statutory withdrawal rights

If you are a consumer in a jurisdiction that grants a withdrawal period — the European Union and the United Kingdom among others — that right applies in addition to anything written here and cannot be signed away. that period is 14 days from the day the contract is concluded. Because we only start building when you ask us to, you may request an immediate start: in that case you expressly accept that your right to withdraw ends once the service has been fully performed, and that if you withdraw while the work is under way you owe the share already delivered. If you do not ask for an immediate start, the 14 days run in full and you owe nothing.

Orders paid by instant transfer

Where a customer pays by an instant bank method rather than a card, the refund follows the same rules but is returned through that method, and the provider's own time limit applies — for some methods a refund is only possible within a fixed window after payment.