Refund policy
How refunds work for annual subscriptions, added users, onboarding and data migration.
01Annual subscriptions
If you cancel within 30 days of the first payment for a new account, we refund the subscription fee in full, less any taxes that cannot be recovered.
After 30 days, subscriptions are not refunded for the remaining term. The account stays active until the end of the paid period, and you keep full access to export your data.
02Added users and upgrades
Charges for users added or plans upgraded during a term are refundable within 14 days of the change, if the added users have not been used to create vouchers.
03Onboarding and data migration
Onboarding and migration are quoted as fixed price work after a free data review. Work is billed by stage: foundation, ground floor, upper floors and go-live.
Stages that have been completed and signed off are not refundable. If you stop before a stage is complete, fees for that stage are refunded in proportion to the work not yet done.
04Service failures
If the service is unavailable for an extended period because of a failure on our side, outside announced maintenance, we credit the affected days against your next renewal.
05How to request a refund
Send the request through the contact page from the account owner’s email, with the invoice number. Approved refunds are paid to the original payment method within 10 working days.
06What is never refunded
- Fees for periods already completed
- Charges for third party services passed through at cost, such as e-invoice or SMS credits
- Custom development work that has been delivered and accepted
Questions about this document can be sent through the contact page.