1. Policy Overview
At Serplora, we believe in fair, transparent, and straightforward commercial relationships. This Refund and Cancellation Policy outlines the exact terms under which refunds, license cancellations, and billing terminations are processed for:
- Digital Software Products: Desktop licenses and features for CheapCrawler.
- Software Subscriptions (SaaS): Recurring monthly or annual plans for online tools and premium crawler capacity.
- Client Agency Retainers: Search Engine Growth, Paid Advertising management, and Web Engineering services.
2. CheapCrawler & Software Licenses
We encourage all users to test our free web tools and free preview capabilities before purchasing commercial licenses.
- 14-Day Money-Back Guarantee: If you purchase a CheapCrawler software license and encounter verifiable technical defects, incompatibilities with your operating system, or failures to perform advertised crawl functions that our support engineers cannot resolve, you are entitled to a 100% full refund within fourteen (14) calendar days of your original purchase.
- Ineligibility Criteria: Refunds cannot be issued after the 14-day window has expired, or in cases where target websites actively block automated crawling via Cloudflare Turnstile, CAPTCHA, or IP rate-limiting beyond software control.
3. Recurring SaaS Subscriptions
For monthly or annual tool subscriptions:
- Cancel Anytime: You may cancel your subscription at any time without fees or penalties. Cancellations can be triggered self-service inside your Account Subscriptions page, or by submitting a ticket at /support.
- Continued Access: When you cancel a subscription, your paid access remains active through the end of your current paid billing period. You will not be charged again.
- No Partial-Month Pro-Rata Refunds: Unless required by local consumer legislation, we do not issue partial refunds for unused days within an already-billed monthly cycle once active.
- Annual Plans: If you cancel an annual plan within thirty (30) days of initial purchase or renewal, you may request a refund minus the standard single-month rate for the time elapsed.
4. Agency Retainers & Development Sprints
Professional service engagements (such as ongoing SEO growth retainers, paid advertising campaigns, and custom web development) represent dedicated engineering hours, strategy sessions, and asset creation:
- Cancellation Notice: Client retainers may be cancelled by either party with thirty (30) days' written notice prior to the start of the next billing cycle.
- Completed Work: Fees paid for engineering hours, completed development sprints, technical audits, or ad management services already delivered are non-refundable.
- Pre-paid Retainer Balances: In the event of early termination with mutual consent, any unallocated advance retainer funds for work not yet initiated will be credited back to the client.
5. How to Request a Refund or Cancellation
To request a refund or cancellation, follow these simple steps:
- Submit a Ticket: Visit our Support Help Desk and select your service category ("Client" or "CheapCrawler User").
- Provide Details: Include your account email address, invoice number or transaction ID, and a brief explanation of your reason for cancellation or refund.
- Email Alternative: You can also email us directly at [email protected] with the subject line
Refund Request - [Your Order ID].
6. Processing Times & Payout Methods
- Review Period: Our billing team reviews all refund requests within one (1) to two (2) business days.
- Payment Payout: Once approved, refunds are transmitted immediately to our payment processor (Stripe). Depending on your financial institution or credit card provider, the funds will appear back on your original payment method within five (5) to ten (10) business days.
- Original Payment Method: All refunds are issued exclusively to the payment method used during checkout; we cannot redirect refunds to alternative cards, bank accounts, or third parties.
7. Chargebacks & Fair Resolution
If you experience an unrecognized charge or billing dispute, we strongly urge you to contact our support team at /support or email [email protected] before filing a payment chargeback with your bank.
We resolve billing discrepancies promptly. Unwarranted chargebacks lead to automated account freezes and license revocation while the banking dispute is under formal review.