Refund policy

Anthology Interactive, LLC (doing business as Crestfall Studio) runs Crestfall Studio, an interactive fiction platform. You read, write and play stories with characters that are created with artificial intelligence. This policy explains what you are buying, when we give money back, and how to ask.

This is the plain language version and it is the whole policy. If anything here conflicts with the Terms of Service, tell us and we will fix the conflict; until we do, the Terms of Service governs.

What this policy covers

This policy covers every payment you make to Crestfall Studio on the Crestfall Studio website: coin purchases and any paid plan we offer. Crestfall Studio is a website. There is no app and no app store purchase path, so every payment and every refund runs through the payment processor named below and through us.

Who can buy

Crestfall Studio is for adults 18 and over. You enter your date of birth when you create your account, before any payment step, and an account that is not marked as an adult account cannot reach checkout.

If we find that an account holder is under 18, we close the account, stop any renewal, and refund the unspent balance to the original payment method. We do not refund coins that have already been spent in that case.

What you are buying

Coins are the currency inside Crestfall Studio. When you buy coins you are buying a limited, personal right to use features inside Crestfall Studio. Coins are not money. They have no cash value outside Crestfall Studio, they cannot be resold or exchanged for cash, and they are not a deposit or a balance we hold on your behalf. Purchased coins may be gifted to another Crestfall Studio account. Free coins cannot be gifted or transferred.

Coins are added to your account immediately after a successful payment. That is delivery. A paid plan gives you access for the period you paid for, starting immediately.

Coins never expire.

When we refund a coin purchase

Once coins are added to your account the purchase is complete. After that we refund in the cases below, and we refund in any case where the law where you live gives you a right we cannot remove.

We refund in full, to the original payment method, when:

• you were charged more than once for the same purchase;
• you were charged and the coins never arrived in your account;
• the payment was not authorized by the cardholder;
• we withdraw or cannot supply a paid feature you bought;
• a fault on our side consumed coins you did not choose to spend. In this case we restore the coins first; if you would rather have the money, say so and we refund instead.

We do not refund coins you have already spent, except in the fault case above, and except where the law requires it.

Outside these cases we may still refund at our discretion, for example when something clearly went wrong for you and the rules above do not quite cover it. Doing that once does not commit us to doing it again.

You must ask for a refund within 14 days from purchase. Within that window we refund unspent purchased coins only.

Paid plans, renewals and cancellation

If we offer a paid plan, it renews automatically at the end of each paid period until you cancel it.

You can cancel at any time from your account settings. Cancelling stops the next renewal. Your access continues until the end of the period you have already paid for, and we do not refund part of a period that has already started unless the law where you live requires it.

Any coins included with a paid plan are subject to this whole policy, including the rule that spent coins are not refunded.

How to ask for a refund

Write to support@crestfallstudio.com. Include the email address on your account, the date and amount of the charge, and what went wrong. The Contact page lists every address we use, including legal@crestfallstudio.com for authorities.

We answer in writing, and we give you a reason whether or not we refund.

Refunds go back to the original payment method. We cannot send a refund to a different card, a different account or a different person. How long the money takes to appear is set by your bank or card issuer, not by us.

What you will see on your statement

The charge on your card or bank statement will read:

CRESTFALL STUDIO

If you do not recognize a charge, please write to us before you ask your bank to reverse it. We can almost always identify the payment and, where this policy calls for a refund, send it faster than a bank dispute would.

Disputes and chargebacks

If you open a dispute with your bank or card issuer, our payment processor will ask us for the record of the purchase, and we will supply it: the account, the date, the amount, the delivery of the coins, and any messages between us.

While a dispute is open we may suspend the account and hold the coin balance, so that the same purchase is not both refunded and spent. If the dispute is withdrawn or decided in our favor, we restore the account and the balance.

We do not penalize anyone for asking a question. We do close accounts that use disputes to take coins without paying for them.

Suspension, closure and breaches of our rules

If we suspend or close your account because you broke the Terms of Service or the Content Policy, you are not entitled to a refund of coins you have already spent.

If we close your account for breaking these rules, unspent coins are forfeited. If we close your account for any other reason, including ending the service or leaving your country, we refund unspent purchased coins; earned and bonus coins are not refunded.

Buyers in the European Union and Germany

Paid purchases are offered in the United States and, when we enable it, in the European Union. Access from other regions may be restricted.

German checkout. The final button on any paid checkout shown to buyers in Germany reads "Zahlungspflichtig bestellen". German law is strict on this: without a button that states the order is subject to payment, no contract forms. The English button reads "Order and pay".

Tax. Where tax applies to your purchase it is shown at checkout, and a refund includes the tax charged on the refunded amount.

Contact point. Users write to support@crestfallstudio.com. Authorities write to legal@crestfallstudio.com. Both are published on the Contact page.

Who processes your payment

Stripe processes payments for Crestfall Studio. Card details are entered on Stripe's payment form. We never see or store your full card number.

Crestfall Studio's account with Stripe is subject to Stripe's own rules for the businesses it serves, which Stripe can apply or reconsider at any time. If we ever move to a different payment processor, we will publish an updated version of this policy before the change takes effect.

Changes to this policy

We can change this policy. When we do, we publish the new version on this page with a new effective date, and the version that applies to a purchase is the one published when you made it.