Refunds & Cancellations

We would rather earn your renewal than trap your money. This page states exactly how cancellations and refunds work for Sitezen subscriptions.

Cancelling

• You can cancel any plan, anytime, from your dashboard — no calls, no forms, no questions you must answer.
• Cancellation stops future charges. Your paid features keep working until the end of the period you already paid for.
• After that, your account moves to the free plan and your website stays online: your data stays, and you can export your clients, expenses, khata and products at any time.

If a plan is not renewed

A renewal payment that fails, or a plan that simply isn’t renewed, is not a cancellation — and nothing is changed. Your website stays fully online for a 7-day grace period while we let you know. After that it is paused: visitors see a short “temporarily unavailable” notice, while you can still sign in, see everything and renew. Renewing brings your website back exactly as it was — theme, pages, content and settings. You can move to the free plan at any time instead, and your website is then online on Free.

Refunds

• How refunds are made: by our support team, when you ask — there is no refund button in your dashboard. A refund is never more than you paid.
• Your one goodwill refund: if Sitezen is not right for you, write to us within 7 days of your first-ever subscription payment and we will refund it in full. Each customer can have one goodwill refund, ever. It ends your paid plan straight away: your website moves to the free plan at once and stays online.
• Renewals: renewal payments are not refundable — cancel before the renewal date to avoid the next charge.
• Billing errors are always corrected: a duplicate charge, a charge after a confirmed cancellation, or a charge caused by a fault on our side is refunded — just that charge — whenever it happens. A correction never counts as your goodwill refund and never changes your plan.
• AI credits you buy (top-ups) are not refundable. They never expire: they stay in your account through renewals, plan changes, lapses and cancellations until you use them.
• AI credits that come with your plan are for that billing period and expire when it ends — they never carry over. An upgrade replaces them with the new plan’s full allowance. Plan credits are always used before credits you bought, and if an AI job fails, its credits go back automatically.

How refunds are paid

Approved refunds go back to the original payment method through the gateway that charged you (Razorpay), normally within 5–7 working days of approval — your bank may take a few days more to show it.

Payments made to businesses on our platform

If you paid a business that uses Sitezen — a clinic, a shop, a coach — that payment went to that business through its own payment gateway, not to us. Refunds for those payments follow that business’s refund policy (linked in the footer of their website); please contact them directly. We are happy to help you reach them.

Asking for a refund

Email support@sitezen.app from your account email with the words “refund request” — we reply within one working day.