Service Delivery, Termination and Refund Policy

Last updated: 2026-11-02.

CrawlPipe is a cloud-based digital data and API platform with no physical goods, so physical shipping or merchandise return does not apply. This policy explains how HABIFY COMPANY LIMITED (CÔNG TY TNHH HABIFY, Enterprise Code 0319523808) delivers the CrawlPipe service, how subscriptions or accounts may be terminated, and the specific circumstances and procedures for refunds.

1. How the service is delivered

CrawlPipe is delivered 100% online at crawlpipe.com and api.crawlpipe.com:

Instant Free-tier activation: As soon as you sign in with your Habify Account, your default organization is created automatically on the Free plan (500 API units/month, web legal & bidding lookup, and basic AI Legal Q&A).
Immediate API key provisioning: You can generate cp_live_… API keys and configure webhooks immediately in /dashboard/keys and /dashboard/webhooks; keys work instantaneously across all /v1/* REST endpoints and @crawlpipe/mcp.
Automatic paid plan activation: When you subscribe to a paid plan (Individual Lookup, Business & Bidding, Builder API, or Pro API) via VietQR/PayOS, VNPay, MoMo, ZaloPay, or PayPal, your upgraded monthly unit allowance, rate limit, and plan features (webhooks, export) are activated automatically within seconds of payment confirmation, and your VAT e-invoice (for VND payments) is emailed to you.
If activation is delayed: If your plan or quota does not reflect a successful payment within 30 minutes, please contact us via https://support.habifyhub.com or crawlpipe@habifyhub.com for priority reconciliation.

2. Service availability and completion

Each API/MCP request is fulfilled synchronously in real time upon returning a 2xx JSON response, and usage counters are updated on /dashboard/usage. Continuous platform availability and corpus freshness metrics (p50/p95) are published transparently at /status and /v1/meta/freshness. Because digital API access and web lookup are provisioned immediately upon subscription activation, paid subscription periods that have been activated and used cannot be exchanged for another product.

3. Termination of service by the Customer

Cancelling a paid subscription: You may cancel your paid plan at any time in /dashboard/billing (or via your PayPal dashboard for USD subscriptions). Cancellation stops future recurring charges and takes effect at the end of the current paid billing cycle. You retain full access to your paid plan and remaining monthly units until the period ends, after which your organization transitions to the Free tier without losing its API keys, team members, or webhook settings.
Deleting an organization or closing your account: Organization owners may delete an organization at any time in /dashboard/settings. Deleting an organization immediately revokes all associated cp_live_… API keys and deletes its webhooks. If you request full account deletion through your Habify Account settings, your account enters a recovery grace period before permanent deletion in accordance with our Privacy Policy.

4. Suspension or termination of service by CrawlPipe

We may suspend or terminate access to the Service in the following cases:

Breach of Terms or law: If an organization violates the Terms of Service or Conditions and Restrictions of Service (such as unauthorized bulk resale of the corpus, payment fraud, or security attacks), or upon request by a competent state authority. No refund is provided when termination is due to a user's breach.
Non-payment: If a recurring renewal payment fails and remains unpaid after the grace/dunning window, the organization is automatically downgraded to the Free tier.
Discontinuation of the Service: If CÔNG TY TNHH HABIFY decides to discontinue operating CrawlPipe for business reasons, we will notify all active customers at least 30 days in advance, assist with data export, and issue a pro-rata refund for any unused prepaid subscription period.

5. Refund eligibility

Subscription fees are generally non-refundable once the billing period has started and quota has been provisioned, except in the following verified cases:

Billing or payment gateway error: You were charged (or charged twice for the same order) via VietQR/PayOS, VNPay, MoMo, ZaloPay, or PayPal, but the corresponding CrawlPipe plan or quota was not activated due to a technical error on our system or the payment gateway, and you prefer a monetary refund rather than plan activation.
Severe prolonged service outage: A critical fault on CrawlPipe's side causes the REST API and web portal to be completely unavailable for more than 72 consecutive hours, preventing you from utilizing your paid plan during that billing cycle.
Service discontinuation by CrawlPipe: We permanently cease providing the Service before the end of your prepaid billing period (pro-rata refund of the remaining unused days).
Mandatory statutory refunds: Any other case where a refund is required by Vietnamese consumer protection law.

6. How to request a refund and processing timeframe

How to submit: Submit a refund request via our support portal at https://support.habifyhub.com or email crawlpipe@habifyhub.com from your organization owner/admin email, including your organization slug, transaction ID, payment date, amount, payment method, and reason.
Review and disbursement timeframe: We acknowledge receipt within 24–48 working hours and complete verification within 15 working days. Once approved, the refund is transferred back to your original payment method or to a bank account in the payer's name within 15 working days of approval, with zero refund processing fees.
VAT e-invoice adjustment: For refunded VND transactions, the previously issued electronic VAT invoice will be adjusted or cancelled in accordance with Vietnamese tax law.