Refund policy
Effective 25 October 2026
- Ask within 14 days of any payment and we'll refund it in full. You don't need to give a reason.
- Ask in crew bot: Settings → Wallet → Payments, the payment’s ⋯ menu → Ask for a refund.
- Paid by card? You can also ask Paddle at paddle.net, or email us.
- Paid with M-Pesa? Email us with the M-Pesa receipt, and the money goes back to the same number.
- After 14 days, cancelling stops the next renewal, and your plan runs to the end of the time you've paid for.
Who this is from
crew.bot is made and run by Eikal Limited, Nairobi, Kenya. This policy is part of our terms of service. Card payments go through Paddle.com, our online reseller and the Merchant of Record for orders paid by card, so Paddle issues those refunds. Paddle's own buyer terms apply to them too.
14 days, for any reason
If crew.bot isn't right for you, ask for a refund within 14 days of a payment and we'll refund that payment in full. This covers:
- your first payment for a plan, and each renewal after it;
- payments for 1, 3 or 12 months at once;
- usage credit you've added to your wallet, for the part you haven't used.
When we refund a plan payment, the time it paid for ends and your workspace moves to the plan it had before, or to Free. Your workspace and everything in it stay as they are.
How to ask
- In crew bot: under Settings → Wallet → Payments, open the payment’s ⋯ menu and choose Ask for a refund. It works for card and M-Pesa payments alike.
- Paid by card: go to paddle.net, find your order with the email address you paid with, and ask for a refund there. Or email [email protected] with the email address you paid with, and we'll ask Paddle for you.
- Paid with M-Pesa: email [email protected] with the M-Pesa receipt (for example SJK4H7XYZ1) and the workspace it was for.
We answer within 2 business days. Card refunds go back to the card or account you paid with, usually within 5 to 10 business days, depending on your bank. M-Pesa refunds go back to the number that paid, within 5 business days.
After 14 days
- You can cancel at any time in crew.bot, under Settings → Wallet. A card plan then doesn't renew again, and an M-Pesa plan simply isn't paid for again.
- Your plan keeps running until the end of the time you've paid for. We don't refund the rest of a period you've already started, after the 14 days.
- Used usage credit isn't refunded, because it has paid for AI the crew has already used.
When something goes wrong on our side
If you were charged twice, charged the wrong amount, or crew.bot was unavailable for a long stretch of time you'd paid for, tell us at any time, not just within 14 days, and we'll put it right with a refund.
Moving to a bigger plan
A bigger plan starts straight away. If you pay by card, Paddle charges only the difference for the rest of your billing period. If you pay with M-Pesa, what's left of your current plan goes into your wallet as usage credit.
Abuse
We may decline a request that's part of a pattern of abuse, such as buying and refunding again and again to use the service without paying. Where the law where you live gives you more rights than this policy, those rights apply.
Contact
Questions about refunds go to [email protected], or Eikal Limited, Nairobi, Kenya.