Refunds and cancellations

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.

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 email] 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.

• You can cancel a hosting subscription at any time from your account or by emailing us. It stays active until the end of the month you've paid for, and then your site goes offline.
• We don't refund part months, 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.
• After a subscription ends we keep your site for 30 days so you can come back or take your code, and then delete it.

If we take a service away or charge you in error, we'll refund the affected amount.

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.

Where a site owner takes payments through us and a payment is fully refunded, we refund our own platform fee on that payment too. Stripe's own processing fee isn't returned by Stripe.

Email [support email] 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.