Refund policy
CANCELLATION, RETURNS AND REFUNDS POLICY
Last updated: 17 August 2026
This policy applies to purchases and bookings made through the CRU Creative Hub online store, operated by Creative Random Universe, Lda., Portuguese company tax number 515 490 849.
The following terms do not affect any mandatory consumer rights granted under applicable Portuguese and European legislation.
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Right of withdrawal
Where applicable, consumers have 14 days to withdraw from a distance contract without giving any reason.
For service contracts, this period begins on the date the contract is concluded. For purchases of physical goods, it generally begins on the date the consumer receives the goods.
Where the consumer expressly requests that the provision of a service begin during the 14-day withdrawal period, the consumer may be required to pay an amount proportionate to the service already provided.
If the service is fully performed during that period, following the consumer’s express consent and acknowledgement that the right of withdrawal will be lost once the contract has been fully performed, the right of withdrawal can no longer be exercised.
The law provides exceptions to the right of withdrawal, including certain services relating to leisure activities, events or bookings scheduled for a specific date or period.
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Monthly coworking and atelier subscriptions
Coworking and atelier subscriptions are monthly and renew automatically according to the billing cycle associated with the selected plan.
Subscriptions may be cancelled at any time through the customer account or by sending a request by email. To help CRU Creative Hub manage and organise its spaces, we kindly ask customers, whenever possible, to cancel at least 10 days before the next renewal date.
No further charges will be made after cancellation. The customer may continue using the service until the end of the monthly period already paid for.
Cancellation does not entitle the customer to a full or partial refund for a period that has already begun or for unused days, without prejudice to the statutory right of withdrawal or any other legally applicable rights.
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10-day pack
The 10-day pack is valid for two months.
Any unused days remaining at the end of the validity period expire and cannot be converted into cash, extended or refunded, without prejudice to any applicable statutory rights.
Failure to use all or part of the pack for reasons attributable to the customer does not entitle the customer to a refund.
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Meeting room bookings
Requests to cancel or reschedule a booking must be submitted by email.
Cancellations communicated at least 48 hours before the start of the booking are eligible for a full refund.
Cancellations communicated less than 48 hours in advance and no-shows are not eligible for a refund.
Requests to reschedule must also be submitted at least 48 hours in advance and are always subject to room availability.
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Photography and recording studio bookings
Requests to cancel or reschedule a booking must be submitted by email.
The following conditions apply:
Cancellation at least 14 days in advance: full refund;
Cancellation less than 14 days but at least 5 working days in advance: refund of 50% of the amount paid;
Cancellation less than 5 working days in advance: no refund;
No-show: no refund.
Requests to reschedule are always subject to studio availability and CRU Creative Hub’s express confirmation.
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Events and activities scheduled for a specific date
Events, workshops and other activities scheduled for a specific date or period may be subject to their own conditions, which will be displayed on the relevant page before purchase.
Where legally applicable, bookings for leisure activities scheduled for a specific date may be excluded from the 14-day right of withdrawal.
If an event is cancelled by CRU Creative Hub, the participant is entitled to a full refund of the amount paid. If an event is postponed, the participant may accept the proposed new date or request a refund, unless different conditions were clearly communicated before purchase.
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Physical products
If physical products are sold through the online store, consumers may communicate their intention to return them within the statutory period of 14 days following receipt.
After communicating the decision to withdraw, the consumer has 14 days to return the product. Before sending it, the consumer must contact CRU Creative Hub to receive the relevant return instructions.
Return costs are borne by the consumer, except where the product is defective, has been sent incorrectly or CRU Creative Hub agrees to cover those costs.
The consumer may only be held liable for any reduction in the product’s value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.
In accordance with the law, the right of return may not apply to customised or made-to-order products, perishable products, or sealed goods that are unsuitable for return for health protection or hygiene reasons once opened.
These limitations do not affect statutory rights relating to defective or damaged products or products that differ from those ordered.
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Cancellation by CRU Creative Hub
If CRU Creative Hub is unable to provide a confirmed service or booking, the customer may choose to:
reschedule the service, subject to availability;
receive credit of an equivalent value, by mutual agreement;
receive a full refund of the amount paid.
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Processing refunds
Whenever possible, refunds are issued using the same payment method used for the purchase.
Where there is a statutory right to a refund, it will be processed within the applicable legal period. For returns of physical products, the refund may be withheld until the product has been received or until the consumer provides evidence that it has been sent.
The time required for the funds to become available in the customer’s account may vary depending on the bank or payment service provider.
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How to request a cancellation or refund
Requests must be sent to hello@crucreativehub.com and include:
the customer’s name;
the order or booking number;
the service, plan or product purchased;
the booking date, where applicable;
the reason for the request, where relevant.
For the purpose of meeting any applicable deadline, the relevant date is the date on which the email is received by CRU Creative Hub.
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Optional withdrawal form
To exercise the right of withdrawal, where applicable, the consumer may send the following statement:
“I hereby give notice that I withdraw from the contract relating to the purchase of the following service or product: [identification]. Order placed or contract concluded on: [date]. Name: [name]. Address: [address]. Date: [date].”
Use of this form is optional. Any unequivocal statement expressing the decision to withdraw from the contract is sufficient.
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Contact details
Creative Random Universe, Lda.
CRU Creative Hub
Rua do Rosário, no. 211
4050-524 Porto, Portugal
Email: hello@crucreativehub.com
Telephone: +351 935 600 904