Refund Policy

1. Who handles payments

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders, so it takes the payment, issues the invoice and makes any refund, always to the payment method you used. Your receipt comes from Paddle and carries a link to manage the purchase.

2. Free trial

Every plan starts with a 14-day free trial. You add a card to start it and nothing is charged during the trial. Cancel before the trial ends and you pay nothing at all. One free trial per person or business.

3. Cancelling

You can cancel at any time from the billing page in the application or from the link in any email Paddle sends you. Cancelling stops future charges. Your plan keeps running to the end of the period you have already paid for, and your data stays on your account.

4. Refunds

• First payment. If SiteRefiner is not right for you, ask within 14 days of the first payment for a plan, whether that is the charge when your trial ends or your first charge without a trial, and we refund it in full.
• Yearly renewals. Ask within 14 days of a yearly plan renewing and we refund that renewal in full.
• Monthly renewals after the first payment are not refunded, but you can cancel at any time so the next one is never taken.
• Something we got wrong. If you were charged in error, charged twice, or the Service was unavailable or broken in a way that stopped you using it, tell us and we will refund the affected charge or the part of it you could not use, whenever it happened.
• Once a refund is made, access to what it paid for ends.
• We may refuse a refund where there is evidence of fraud or abuse, for example repeatedly subscribing and asking for a refund.

5. Plan changes and add-ons

• Moving to a bigger plan, adding extra sites or switching from monthly to yearly is charged straight away for the rest of the current period, less what you have already paid for it.
• Moving to a smaller plan or removing extra sites leaves a credit for the unused part of the period, which is taken off your next charges rather than paid back to your card.
• Changes made during the free trial are not charged until the trial ends.
• Add-ons end when the plan they belong to ends, and their first payment follows the same 14-day rule as a plan.

6. Content generation

A content piece is billed once it is published or exported: it is added to your next invoice, or charged straight away on a yearly plan. Pieces covered by a monthly bundle cost nothing extra. A run can be cancelled at any stage before it is published or exported without charge. A delivered piece is not refunded, unless it failed to publish or export correctly and we could not put it right. A monthly content bundle follows the same 14-day rule as a plan for its first payment.

7. Your statutory rights

Nothing in this policy limits the rights you have by law. If you buy as a consumer in the UK, the European Economic Area or Switzerland, you can withdraw from a purchase within 14 days, and wherever local consumer law gives you more protection than this policy, that protection applies.

8. How to ask for a refund

• Email [email protected] from the address on your account, or use the link in your Paddle receipt, or go to paddle.net and look up the order.
• Tell us which charge you mean. The order number on the receipt is enough.
• Paddle returns approved refunds to the original payment method. How long the money takes to appear depends on your bank.
• Please talk to us before disputing a charge with your bank. A dispute can pause your account while it is reviewed, and asking us is quicker.

9. Contact

SiteRefiner. [email protected].

See also the Terms of Use and the Privacy Policy.