CrawlHawk

Refund Policy

Effective date: 31 May 2026 | Last updated: 31 May 2026

This Refund Policy applies to Credit Packs and other paid purchases on the CrawlHawk service (the "Service") operated by New Horizon Platforms Kft. (the "Operator", "we", "us"). It supplements our Terms and Conditions.

1. Scope

This policy covers payments made by Users to the Operator for Credit Packs and any other paid services offered through the Service. It does not cover payments made between Users (the Service does not facilitate such payments).

2. Payment Processor

All payments to the Operator are processed by Stripe Payments Europe, Limited. Refunds, where granted, are issued to the original payment method via Stripe.

3. Credit Packs — General Principles

Credit Packs are one-time purchases of digital service capacity. Each Credit Pack adds a defined number of Credits to your Account. Credits do not expire and remain available for use until consumed, subject to the Terms and Conditions and the Acceptable Use Policy.

A Credit is consumed when you use the Service to perform an operation that the Service counts against your Credit balance, including but not limited to processing a URL, running an AI Product Scraper extraction or invoking advanced processing.

4. Refunds for Consumers (Right of Withdrawal under EU Law)

Where you purchase as a consumer (a natural person acting outside the scope of any business or professional activity) within the European Union, you have a 14-day statutory right of withdrawal under Government Decree 45/2014. (II. 26.) of Hungary, implementing Directive 2011/83/EU on consumer rights. The 14-day period starts on the day the contract is concluded.

Exception for digital services that begin during the withdrawal period. Credit Packs are digital services that begin to be performed at your request when you start consuming Credits. In accordance with § 29(1)(m) of Government Decree 45/2014. (II. 26.), where you have expressly requested that performance begins before the expiry of the 14-day period, the following rules apply:

  • If you have not consumed any Credits from the Credit Pack: you may withdraw within 14 days and receive a full refund of the price paid.
  • If you have consumed only part of the Credits from the Credit Pack and choose to withdraw: you will be charged a proportionate amount corresponding to the Credits already consumed, calculated against the total price of the Credit Pack, and refunded the balance.
  • If the Credit Pack has been fully consumed with your prior express consent and your acknowledgement that you will lose your right of withdrawal once the service is fully performed: the right of withdrawal no longer applies.

To exercise the right of withdrawal, send an unequivocal statement of withdrawal to support@crawlhawk.com. We will reimburse you using the same means of payment used for the original transaction, without undue delay and in any event within 14 days of receipt of the withdrawal notice.

5. Refunds for Business Users

Where you purchase as a business User (legal entity, sole proprietor, or natural person acting in the course of business or profession), no statutory right of withdrawal applies. Credit Packs purchased by business Users are non-refundable, except in the cases described in Sections 6 and 7 below.

6. Material Service Failure

If the Service is materially unavailable or non-functional in a way that prevents the substantial use of paid features for an extended period and the Operator fails to remedy the issue within a reasonable time after being notified, the affected User may request a prorated refund or service credit corresponding to the value of the unused portion of the Credit Pack affected.

For the avoidance of doubt: failure of a specific Crawl due to the behaviour of a Target Website (including blocking, anti-bot protections, content changes, downtime or removal) is not a material service failure of the Service and does not give rise to a refund. Credits consumed by such Crawls remain consumed.

7. Discretionary Refunds

In addition to the cases above, the Operator may, at its sole discretion, grant a partial or full refund or restoration of Credits in cases of error, billing mistake, technical malfunction attributable to the Operator, or as a goodwill measure. No User has a contractual right to such discretionary refunds.

8. Non-Refundable Items

The following are not refundable except where required by mandatory law:

  • Credits already consumed, regardless of whether the resulting Crawl met the User's expectations as to completeness, accuracy or yield;
  • amounts attributable to Credits forfeited following termination of the Account for breach of the Terms or the Acceptable Use Policy;
  • Credit Packs purchased on Accounts that have been suspended or terminated for serious or repeated breach of the Terms or the Acceptable Use Policy;
  • add-on or one-off purchases that have been substantially used or delivered.

9. How to Request a Refund

Send an email to support@crawlhawk.com with the subject "Refund Request" and include:

  • the email address associated with your Account;
  • the invoice number or transaction reference;
  • the Credit Pack concerned and the approximate Credits consumed at the time of the request;
  • a brief description of the reason for the request.

We aim to acknowledge requests within 3 business days and to make a final decision within 7 business days. Approved refunds are processed within 14 days of approval. Bank settlement times vary and are outside our control.

10. Failed Payments

If a payment fails, we may invite you to retry. If a charge is reversed (for example through a chargeback), we may reverse the corresponding Credit allocation, suspend access to the Account, or take other appropriate action.

11. Chargebacks

Before initiating a chargeback with your bank or card issuer, please contact us at support@crawlhawk.com so that we can attempt to resolve the matter directly. Initiating an unjustified chargeback may result in suspension or termination of your Account.

12. Dispute Resolution for Consumers

Consumers may submit complaints to the Csongrád-Csanád County Conciliation Board (Csongrád-Csanád Vármegyei Békéltető Testület), 6721 Szeged, Párizsi krt. 8-12., Hungary, or to another competent ADR entity listed in the European Commission's Consumer Redress database. The previous EU Online Dispute Resolution Platform was discontinued as of 20 July 2025 by Regulation (EU) 2024/3228. This does not affect your right to bring proceedings before a competent court.

13. Modifications

We may update this Refund Policy from time to time. The "Last updated" date at the top reflects the latest version. Changes do not affect refund rights that have already accrued.

14. Contact

For refund-related inquiries, please contact us at support@crawlhawk.com.