Refunds and cancellation

This policy is part of our terms of service. It covers the fees you pay us for a CentraPoint plan. Payments that your customers make to you are covered in section 6.

1. Free trial

Starter, Growth and Business start with a 14-day free trial. Nothing is charged, and we do not ask for a card. If you decide not to continue, you do not need to do anything: if you have not paid, your account is limited to billing 3 days after the trial ends, and your data is kept.

2. How to cancel

An administrator can cancel at any time under Settings > Billing > Cancel subscription, or you can email us. When you cancel:

• automatic card renewal stops at once, so you are not charged again;
• you keep full access until the end of the period you have paid for; and
• the account then becomes read-only. You can still sign in, see your data and export it.

If you hold a yearly plan as a consumer, your plan instead ends 20 business days after you cancel (or at the end of your year, if sooner), and we refund the unused part of the year (section 3). Settings > Billing shows the end date and the refund before you confirm.

To close your account completely, or to have your data deleted, email us. Our privacy policy explains what we must keep.

3. When we refund plan fees

• Cooling-off (ECTA section 44). If you are a consumer (a natural person), you may cancel a plan you bought online within 7 days after you pay for it, without giving a reason and without penalty. We refund the payment in full within 30 days.
• Yearly plans (CPA section 14). If you are a natural person, for example a sole proprietor (we treat every account without a company registration number this way), you may cancel a yearly plan at any time on 20 business days' notice, under Settings > Billing or by email. We refund the unused part of the year within 15 business days after the notice period ends, less the yearly discount on the months you used: each month started by the end of the notice period is recalculated at the monthly price. If a further yearly payment is charged when your year ends without your choosing to renew, we refund it, less the monthly price for each month you used. Section 11 of our terms has the details.
• Our mistakes. If we charged you twice, charged the wrong amount, or charged you after you cancelled, we refund the incorrect amount in full.
• If we end the service. If we end your agreement for a reason that is not your fault, or remove a paid feature you rely on, we refund the unused part of any fee you paid in advance.

Apart from these cases, and any other refund the law requires, we do not refund the unused part of a monthly period or of a yearly plan held by a business. We also do not refund the price difference when you change plans.

4. How refunds are paid

We refund to the card or bank account you paid from, through Netcash, within the times above (otherwise within 30 days). Referral credit has no cash value and is not refunded, unless we agree in writing to pay it out. A refunded payment that earned someone a referral reward may cancel that reward.

5. How to ask

Email show support email from your account's email address. Give your company name and the payment date and amount, and tell us whether you are cancelling under section 3. We confirm every refund in writing.

6. Payments made to merchants

If you paid a business that uses CentraPoint, that business sold you the goods or services and received your money through its own payment provider. CentraPoint does not receive the money and cannot refund it. Please ask the business for a refund under its own refund policy, which is usually linked on its payment page. If you dispute a card payment, contact your card issuer. If you dispute a debit order, contact your bank. Your rights under the Consumer Protection Act and ECTA apply against the business that sold to you.