Refund Policy

Last Updated: 28 April 2026  |  Effective Date: 28 April 2026

This Refund Policy forms part of our Terms of Service and explains how Crittersoft Limited (“Company”, “we”, “us”, or “our”) handles refunds and billing for the Critter Service (the “Service”).

Capitalised terms have the meanings given in the Terms of Service.

1.1 New customers may access a 14-day free trial of the Service without providing a payment method.

1.2 During the free trial you have access to the features included in the entry-level Subscription Plan.

1.3 Usage is never charged during the free trial. This includes the base Subscription fee and all Verification units (including any potential overage).

1.4 The free trial automatically ends after 14 days unless you upgrade to a paid Subscription Plan.

If you upgrade to a paid Subscription Plan at any time during the 14-day free trial, you will be charged for the first billing period in arrears at the end of that period.
Usage during the free trial period remains completely free and you are not entitled to any refund for it.

3.1 All paid Subscription Plans are billed in arrears (at the end of each billing period).

3.2 There is no pro-rated billing. You will be charged the full periodic fee for any billing period in which you had access to the Service.

3.3 Verification units (including any overage beyond the included bundle) are charged only after the free trial ends, as they are consumed, and are billed in arrears together with the base Subscription fee.

4.1 You may cancel your Subscription Plan at any time via your Account settings.

4.2 Upon cancellation you will continue to have full access to the Service until the end of the current billing period.

4.3 You will be billed in full (in arrears) for that final billing period. After that period ends, your subscription will be terminated and access will cease.

4.4 No refunds or credits will be issued for any unused time in the final billing period.

All fees (base Subscription fees and Verification unit overages) are non-refundable except:

• as expressly stated in this Policy, or
• as required by applicable New Zealand law (including the Consumer Guarantees Act 1993 where it applies).

We may, at our sole discretion, offer a refund or account credit in limited cases such as:

• Billing errors (e.g. duplicate charges or charges after valid cancellation).
• Prolonged Service unavailability caused by us (not by you or third parties), provided you notified us promptly.

All other refund requests are reviewed case-by-case and not guaranteed.

7.1 To request a refund, email support@crittersoft.com or use the in-app support form. Provide your organisation name, Account email, and reason.

7.2 Approved refunds will be processed back to the original payment method within 10 business days via Lemon Squeezy (a Stripe company).

We will not issue refunds for:

• Any usage during the free trial (including Verification units).
• Verification units consumed after upgrading to a paid plan.
• Change of mind after the free trial period.
• Partial billing periods (no pro-rating).

We may update this Refund Policy with notice via email or the Service. Continued use after the effective date constitutes acceptance. Material changes will be notified at least 30 days in advance where possible.

If you have questions about this Refund Policy, please contact us:

Email: info@critter.com