Service Guarantee

A guarantee you can actually hold us to

Sharing a subscription takes trust, so we would rather promise less and keep it than promise everything and argue later. Here is the whole of it: for the entire period you paid for, the access you bought has to work. If it stops working, we fix it or replace it at no cost. That is the guarantee, and the rest of this page is just the detail of how we honour it.

Our Guarantees

Free Replacement

If an account cannot be fixed, we replace it with an equivalent one for the time remaining on your subscription — a Canva Pro account is replaced by another Canva Pro account, at no extra cost.

Account Repair in 72 Hours

Report a problem and our technical team starts a repair straight away. Most cases are solved in minutes; the most complex take up to 72 hours. We email you the moment access is restored.

Delivery Within Minutes

Your access is sent as soon as the payment is confirmed, usually in minutes. If a delivery is delayed beyond the time stated on the product page, tell us and we will make it right.

Support, Any Hour

Our team answers around the clock, in Spanish and English. Every claim gets a human reading it, and we keep you posted by email until the case is closed.

What this guarantee is not

This is a guarantee that your access works, not a trial period. Our products are delivered digitally and only once, so a completed delivery is final: we do not refund a change of mind, and we cannot undo a delivery any more than a cinema can un-show a film. We are also an intermediary, which means changes the platform itself makes after your purchase — to its prices, plans, features or catalogue — are outside what we can guarantee. Our refund policy sets out exactly when money does go back.

Read the Refund Policy

What We Promise

Genuine premium access on every account we sell
The price you see is the price you pay — no hidden fees
Each product's specific conditions published before you buy
Secure payment processing with fraud protection
A reminder before every renewal charge
Cancel future renewals at any time, with no penalty
Your personal data is never sold or shared with third parties

How to Claim Your Guarantee

Tell us what happened

Reach us through the contact page, live chat or email. Send your order number and describe the problem — what you expected, what you got, and when it started. A screenshot of the error saves everyone a round trip.

We verify

Our team checks the account and confirms the fault. This usually takes a few hours and at most 24 to 48 hours for complex cases.

We repair or replace

We fix the account and restore your access, or issue an equivalent replacement for the time remaining on your subscription. You are told by email either way.

The Fine Print

Replacements are provided during the subscription period you purchased, for the time remaining on it, and under the specific conditions published on each product page.

To be covered, the account must not have been used in breach of our Terms of Use, the platform's own terms, or the product's conditions. Accounts suspended for misuse are not replaced or refunded.

We cannot guarantee uninterrupted access, and we are not responsible for restrictions, sanctions or policy changes applied by the platform itself, nor for playlists, files or settings stored inside an account.

For the complete terms, see our Terms of Use and our Refund Policy.

Questions about any of this?

Ask before you buy rather than after — our team is happy to walk through any of it.