Cancellation and Refund Policy

How to cancel

The store’s owner can cancel the subscription themselves: in Settings, under “Subscription”, by clicking “Cancel subscription”. The cancellation is confirmed right away, and the same section shows until when the subscription stays active.

You can also cancel by notifying us - by phone, by email or by registered mail - using the contact details at the end of this page. In your notice, include your name, the store’s name and the email address you sign in with. We’ll send you a confirmation of a cancellation given to us by notice.

When the cancellation takes effect

Cancelling in Settings takes effect at the end of the paid period - a month or a year, depending on the plan. Until then the Service keeps working as usual, and after that no further charges are made. Until the end of the period you can change your mind by clicking “Keep the subscription”.

On the monthly plan the cancellation takes effect at the end of the month you paid for. The paid period isn’t refunded mid-way, except for the 14-day cancellation below and the cases in “How refunds are made”.

The annual plan is a subscription for a year, paid in advance at ten months’ price. You can cancel it at any time, and the cancellation takes effect at the end of the year you paid for: until then the Service keeps working as usual, and after it nothing further is charged. A mid-term proportional refund does not apply to this plan - except for the 14-day cancellation below, and the cases in “How refunds are made”.

Cancelling within 14 days

On both plans you can cancel the engagement within 14 days of the day you subscribed, or, if you received the transaction’s details in writing later, of the day you received them. In that case we’ll refund your payment, less the proportional part for the days on which the paid Service was already provided, and we won’t charge a cancellation fee. If you subscribed during the trial and cancel before the paid period begins, you get the full payment back.

This right is given to every customer, even one who isn’t a consumer under the Consumer Protection Law. A customer who is a person with a disability, a senior citizen or a new immigrant may cancel within four months, under the conditions in section 14C1 of that Law.

The free trial

The trial lasts 14 days, for free and with no credit card. Nothing is charged when it ends, and there’s nothing to cancel: if you haven’t subscribed, replying to customers is paused until you do.

How refunds are made

Refunds are made to the card you paid with, through Grow, within 14 days of the day we receive the cancellation notice. The credit appears on the card’s account according to the card company’s billing dates.

A double charge, or a charge made by mistake, is refunded in full. If the cancellation is because the Service didn’t match what was presented to you, or because of a breach on our part, the full payment is refunded with no deduction.

And when we are the ones changing things: if we remove a material feature included in the subscription, change the Terms of Use materially to your disadvantage, or stop providing the Service for a reason other than your breach, you can cancel and get a proportional refund for the unused part of the paid period, on either plan.

A charge that doesn’t go through

If a subscription charge doesn’t go through, we’ll try the card again after one day, after three days and after seven days, and meanwhile you can pay with a different card in Settings. If the last attempt also fails, the subscription ends and nothing is charged for that period.

After the subscription ends

When the subscription ends, replying to customers is paused, and customers’ messages keep arriving in the inbox. The data is kept as described in the Privacy Policy, and you can subscribe again at any time.

Contact us

For questions about a charge, a cancellation or a refund, contact us using the details at the end of this page.