innitwebRefunds and cancellations
The full text below is what counts. The orange boxes are a plain-English summary of each part, so you don't have to read the whole thing to know where you stand.
The short version
This is a summary to help you. The full text below is what counts.
- You can build and edit for free. You only pay when you decide to download.
- Paid but not downloaded yet? Ask within 14 days and we'll refund you in full.
- Once you've downloaded, it's yours, so we can't refund a change of mind. If it's faulty, we'll fix it, replace it or refund you.
- Hosting, developer and agency subscriptions can all be cancelled any time and run to the end of the period you've paid for.
- Buying a template on the High Street lands in your account straight away, the same one-off digital-download rules as any other download.
- If you buy from a site someone built with us, the refund is between you and the seller.
1. The one-off download
In short: Free to try. Refundable until you download; after that it's yours to keep.
Building, editing and opening templates costs nothing. You pay once, based on what your site contains, when you want to download the code.
Because the code is digital and available the moment you've paid, we ask you to confirm before you pay that you want it straight away and that you lose your 14-day right to cancel once you've downloaded it. That's a rule for digital downloads, not something we've made up.
- If you've paid but haven't downloaded, you can cancel within 14 days and we'll refund you in full.
- If you've downloaded and simply changed your mind, we can't refund it, because you already have what you paid for.
- If you add more to your site later, you pay only the difference. Adding doesn't change what you've already paid.
2. If something's wrong with it
In short: Faulty or not as described? We'll put it right, and your legal rights are never affected.
If your download is faulty, isn't as we described, or isn't fit for the purpose we said it was, you have rights under the Consumer Rights Act 2015 that nothing in our terms or this policy takes away. Tell us what's wrong at support@innitweb.com and we'll fix it or replace it. If that doesn't work, or can't be done, you can ask for a refund or a price reduction.
3. Hosting subscriptions
In short: Cancel any time. You keep your site live until the end of what you've paid for.
- You can cancel a hosting subscription at any time from your account or by emailing us. It stays active until the end of the period you've paid for, then stays online for a further 7 days, and then your site goes offline.
- We don't refund part periods, because you keep the service until the end of the period.
- If you're a consumer and cancel within 14 days of first subscribing, we'll refund what you paid, less a fair amount for the days your site was hosted.
- When the 7 days are up we take the hosted copy offline and delete it. The site saved in your account stays there, so you can come back or take your code.
If we take a service away or charge you in error, we'll refund the affected amount.
4. Developer and agency subscriptions
In short: Cancel any time. You keep the benefit until the end of what you've paid for.
You can cancel a developer or agency subscription at any time from your account or by emailing us. It stays active until the end of the month you've paid for.
We don't refund part months, because you keep the benefit until the end of the period. If you're a consumer and cancel within 14 days of first subscribing, we'll refund what you paid, less a fair amount for the days it was active.
Cancelling a developer subscription takes down any templates you have listed on the High Street; it doesn't affect a sale that's already gone through. Cancelling an agency subscription returns your account to the usual free allowance of sites.
5. Buying a template on the High Street
In short: Delivered to your account straight away. The same digital-download rules as any other download apply.
When you buy a template, it's copied into your own account immediately, ready to edit, with the pages, source formats and first-party designs the seller had paid for on it. Because it's digital and delivered the moment you pay, the same 14-day cancellation right and its limits apply as for the one-off download: once it's in your account and usable, we can't refund a change of mind.
If the template's underlying code is faulty, isn't as described, or isn't fit for purpose, the same promise as our own downloads applies: tell us at support@innitweb.com and we'll fix it, replace it or refund you, because we generate that code either way.
Where a purchase is refunded, we also refund our own platform fee on it. The seller keeps their agreement with us about their subscription regardless.
6. Buying from a site built with innitweb
In short: If you bought something from someone's site, that seller handles your refund, not us.
Each site owner is the seller of what they sell. We provide the software and (if they host with us) the hosting; we aren't the seller and can't decide or issue your refund. Contact the seller using the details on their site. Payments are handled by Stripe, so the seller can refund you through it. If you can't reach the seller, you can ask your card provider about your options.
We don't charge a fee of our own on payments a site owner takes through a site we host, so there is none for us to refund. Stripe's own processing fee isn't returned by Stripe.
7. How to ask for a refund
In short: Email us. We'll answer promptly and pay refunds back the way you paid.
Email support@innitweb.com from the address on your account, saying what you bought and why you're asking. We'll reply within 3 working days. If we agree to a refund, it goes back to the card you paid with, and it normally reaches you within 5 to 10 working days depending on your bank.