Cancellation & Refunds
This page explains how cancelling, downgrading and refunds work for paid plans. The free client trial needs no payment, so there is nothing to refund.
1. Cancelling
Cancel at any time from account settings or through the Connect with sales form. Cancellation takes effect at the end of the current billing month, and you keep full access until then.
2. Monthly billing
Client fees paid for the current month are not refunded on cancellation. Order usage is billed only for orders actually shipped, so there is no unused usage to refund.
3. Annual billing
If you cancel an annual plan within the first 30 days, we refund the client fees in full, minus order usage. After 30 days, annual client fees are not refunded, but the plan stays active until the end of the paid year.
4. Removing clients
When a client leaves your warehouse, archive them in the platform. Archived clients with no stock and no orders are not charged from the next billing month.
5. Downgrades and upgrades
Upgrades apply immediately and are charged pro rata for the rest of the month. Downgrades apply from the next billing month. Features not included in the lower plan stop at that point, and their data remains available for export.
6. Billing errors
If you believe an invoice is wrong, tell us within 60 days of the invoice date. Every usage charge is traceable to dispatched orders, and confirmed errors are credited or refunded in full.
7. Service credits
If a serious outage caused by us stops you from shipping for more than 4 hours in a month, ask for a service credit. Credits are applied to your next invoice.
8. How refunds are paid
Approved refunds are paid to the original payment method within 10 working days.