Refund Policy

That window applies to all three licences — Monthly, Yearly and Lifetime — and it applies whether you bought as a consumer or as a business. The rest of this page explains how to make the request, what happens next, and how a refund differs from cancelling a subscription.

By email. There is no form to fill in and no account to sign into — the same as the rest of LeadCo.

• Write to thewebsitelabs@gmail.com.
• Include your order reference. If you have a receipt for the payment, the reference is on it. Your licence key works just as well if it has gone astray, and so does the email address you bought with.
• Tell us briefly what went wrong. You do not have to justify the request inside the window, but if something is broken we would rather fix it — and often can, within the same reply.

We aim to reply within 3 business days. If you have written and had no reply, Creem can be asked to step in on your behalf. There is no waiting period to serve first — see section 6 for what its Buyer Terms actually provide.

• The refund is issued through Creem, which took the payment. It goes back to the card or wallet you paid with; we cannot send it anywhere else.
• You will get an email from Creem confirming it. Funds normally reach your account within five to ten business days, depending on your bank.
• The licence is revoked when the refund is issued. That is automatic — a refunded payment sets the licence to revoked in the same operation — so please uninstall the application.
• If the purchase was a subscription, refunding it also ends the subscription. Nothing further is charged.

These two get confused constantly, and the difference is worth thirty seconds of reading because taking the wrong one costs you time.

Cancelling a subscription. Monthly and Yearly subscriptions can be cancelled at any time from the Creem customer portal. Sign in with the email address you used to pay — there is no password — and cancel from there. You can also write to support and we will do it for you.

If what you want is simply to stop paying, cancel — you keep what you have paid for until it runs out. If you want the money back, ask for a refund.

If you are a consumer in the European Union or the EEA, distance selling law ordinarily gives you fourteen days to withdraw from a purchase without giving a reason.

LeadCo is digital content, and your licence key is issued as soon as the payment is confirmed. Where you gave express consent at checkout to delivery beginning straight away, and acknowledged that giving it ends the statutory 14-day right of withdrawal, that right does not apply to your purchase. Where you were not asked for that consent, or did not give it, the right applies in full and you may exercise it by writing to support.

Separately from all of that, and permanently: if the software is faulty, not as described, or not fit for a purpose you told us about, you have statutory remedies — repair, replacement, a price reduction or a refund, depending on the circumstances. Those rights are not limited by anything on this page, are not confined to 14 days, and nothing in this policy should be read as an attempt to exclude them.

The window is deliberately generous and we would rather resolve a problem than argue about one. There are three situations in which a request will be declined, and they are all about abuse rather than about buyer’s remorse:

• Outside the window. A request made more than 14 days after the payment falls outside this policy. Your statutory rights, where the product is faulty or not as described, are unaffected by that and continue to apply.
• Repeated buy-and-refund. Buying, refunding and buying again is not a subscription. Where the pattern is clear we may decline further refunds and decline further sales.
• Use in breach of the Acceptable Use Policy. A licence terminated for the reasons set out in the Acceptable Use Policy or in section 11 of the Terms does not create a right to a refund.

Note what is not on that list: having downloaded the software, having installed it, or having run searches with it. Trying the product is the point of the window.

Proxy traffic is bought from your own provider and billed by them. We cannot refund it, because we never received it — see section 5 of the Terms.

Because Creem is the seller of record, it is Creem that executes the refund — we determine eligibility under this policy and request it. That also means you have a second route if we let you down. Creem’s Buyer Terms §9.1 ask you to contact the merchant first, using the receipt from the purchase. §9.2 then provides, in full, that “[i]f a long-standing issue persists and the Buyer is unable to resolve it directly with the Merchant from whom the Product was purchased, the Buyer may contact Creem, through the Customer Portal or via other contact options on the Website, who takes appropriate steps within its discretion to address the issue in accordance with these Buyer Terms.” So there is no period you have to wait out before writing to them — the condition is simply that the matter is unresolved between you and us — and equally, what Creem does about it is Creem’s decision rather than something we can promise on its behalf. Its two routes are its customer portal and its contact page.

Please do not start with your bank. A chargeback takes weeks, costs us a fee whatever the outcome, and gets you your money back more slowly than an email to thewebsitelabs@gmail.com would. If you do not recognise a charge, the line on your statement begins CREEM.IO* — that is us, via Creem.