This policy explains how trials, cancellation, Plan changes, withdrawal and refunds work for FiveSites subscriptions. It supplements the terms.
1. The trial
FiveSites is available on paid Plans only. Your first Site gets a 3-day free trial with Pro Plan features, once per Account and without a card, so you can try the Service before you pay. The trial never turns into a paid subscription by itself: if you do not pick a Plan, the Site goes offline and is deleted 7 days later.
2. Renewals
Subscriptions renew automatically at the start of each monthly or yearly period. Every payment comes with a sales document (an invoice without VAT) you can download from the billing page.
3. Cancelling
You can cancel at any time on your Site's billing page or in the Stripe customer portal. The Plan stays active until the end of the paid period and does not renew. The Site then goes offline, and if you do not buy a Plan within 7 days we delete it with its Content. We warn you by e-mail first.
4. Upgrading or downgrading
When you upgrade you pay the prorated difference for the rest of the current period. When you downgrade, the unused part of your current Plan becomes a credit on your next invoice.
5. Withdrawal within 14 days
A Consumer or a Sole trader with consumer rights may withdraw from a paid Plan agreement within 14 days of concluding it, without giving a reason. They then pay only for the days the Plan was actually active, and we refund the rest within 14 days. Section 13 and Annex 2 of the terms give the details and a model statement.
6. Other refunds
Apart from withdrawal, we do not refund the unused part of a period, because you can try the Service on the trial first and cancel at any time. We do refund you when:
- we charged you because of a mistake on our side;
- the Service was unavailable for a significant part of the billing period through our fault;
- we end the agreement or significantly limit a paid feature for reasons not on your side;
- we accepted your complaint, or the law entitles you to a refund.
7. How to ask for a refund
Write to us at [email protected] with the Site's address and the sales document number. Please talk to us before raising a dispute with your bank - we can usually sort it out faster. We answer complaints within 14 days. Refunds go back to the original payment method, usually within 5-10 business days of our decision.