Refunds & Cancellation

This policy covers your subscription to SetupShop. It does not cover sales made by a shop built on the platform — for those, see that shop's own returns policy.

1. The free trial

1.1 A trial store runs for 7 days with every feature enabled and no card required.

1.2 Nothing is charged during a trial and it does not convert to a paid plan automatically. If you do not choose a plan, the store simply stops serving at the end of the trial.

1.3 One trial per account.

2. Cancelling

2.1 You can cancel a subscription at any time from your account. No notice period and no cancellation fee.

2.2 Cancellation takes effect at the end of the period you have already paid for. Your store keeps working until then, so cancelling on the first day of a month you have paid for leaves the store live for the rest of it.

2.3 We do not pro-rate. The unused part of a period is not refunded.

2.4 You can undo a cancellation at any point before it takes effect.

3. Refunds

3.1 Subscription fees are not generally refundable, because you have had access to the service for the period you paid for.

3.2 We will refund you where:

• we terminate your subscription other than for your breach — we refund the unused part of the period;
• you were charged in error, or charged twice;

3.3 Where we agree a refund it is made to the payment method originally charged, within 10 working days.

3.4 You contract with us as a business, so the statutory 14-day cancellation right for consumers does not apply.

4. Changing plan

4.1 You can move between plans at any time.

4.2 Moving up takes effect immediately and the difference is charged pro rata for the remainder of the period.

4.3 Moving down takes effect at your next renewal, so you keep the features you have paid for until then.

4.4 Features not included in a lower plan stop being available when the change takes effect. The data behind them is not deleted — see clause 6.

5. The platform fee

5.1 The platform fee on an online sale is charged at the time of that sale and is not refundable by us.

5.2 Where you refund a Shopper, our platform fee on that sale is not returned to you.

5.3 Stripe's own processing charges are a matter between you and Stripe.

6. Your data after cancelling

6.1 We keep your store's data for 30 days after a subscription ends so you can export it. After that it is deleted from live systems, and backups age out on our ordinary cycle.

6.2 Resubscribing within that window restores the store as it was.

7. Failed payments

7.1 If a payment fails we retry it and email you.

7.2 If it remains unpaid after 14 days the store is suspended: it stops serving Shoppers, but the data is kept under clause 6.

7.3 Settling the account restores the store.

8. Getting in touch

Billing questions go through setupshop.online/contact. If you think you have been charged incorrectly, tell us and we will look into it.