Refunds and cancellation

Cancelling your monthly plan

Email us and we will cancel your plan. There is no notice period and no cancellation fee.

Your plan stays active until the end of the month you have paid for, so nothing switches off the moment you cancel. Your website stays up, your inbox keeps working and your bookings keep coming in until that period ends. After that we do not bill you again.

We do not refund part of a month. If you cancel halfway through a paid month, you keep the service for the rest of it rather than getting half your money back.

What you keep when you leave

Your domain is registered in your name, so it stays yours and you can point it wherever you like.

Your data is yours too. Before your account closes we export your contacts, conversations, quotes, invoices and reviews and send them to you in a standard format you can take anywhere. Just ask.

Your prepaid wallet

Some things you pay for as you use them, like WhatsApp messages and bulk email. That money sits in a prepaid wallet on your account.

If you cancel with credit left in your wallet, you can either use it before your plan ends, or ask us to refund the unused balance. We pay it back the same way you paid it in, usually within a few working days.

The once-off setup fee

Most plans include a once-off setup fee, quoted on your call. It pays for the work of building your site and setting your business up on the platform.

If you change your mind before we start that work, we refund the setup fee in full. Once we have started building, the setup fee is not refundable, because the work has been done. We will always tell you when we are about to start.

Custom projects

Custom work, like a booking engine, a client portal or an integration, is quoted per project and usually starts with a deposit that secures your slot in our build schedule.

That deposit is refundable if you cancel before we start. Once work has started it is not refundable, and anything already built and paid for is yours. The full terms for a custom project are set out in the quote you approve.

If a payment fails

Card payments fail sometimes, usually because a card has expired or a limit was hit. If that happens we will let you know and give you a chance to sort it out. We do not switch anything off the moment a payment bounces.

If a payment stays unpaid after we have contacted you, we may pause the account until it is settled. Your data stays safe while an account is paused.

Changes to your plan or price

You can move up or down a plan at any time. A change takes effect from your next billing date.

If we ever change our prices, we will tell you before it affects you, and you are free to cancel rather than accept the new price.

If we end the service

In the unlikely event that we stop providing your service, we will give you fair notice, refund any month you have paid for but not received, refund your unused wallet balance, and hand over your data and your domain.

How to cancel

Email sales@site-base.app from the address on your account and tell us you would like to cancel. We will confirm in writing, tell you the exact date your plan ends, and ask whether you want your data export and any wallet refund.

If something is not working for you, it is worth telling us before you go. Most problems we hear about are fixable, and we would rather fix them. Book a call and we will talk it through.