itsmysite.ai

Refund Policy

Last updated: 2026-06-03

Draft — not yet reviewed by legal counsel. This document is written to be a serviceable first draft for review by counsel familiar with consumer law in India, the EU, the UK, and the US states we sell into. Bracketed […] tokens must be filled in before publication.

This Refund Policy describes when and how we refund payments for the itsmysite.ai subscription service. It is a part of, and incorporated into, our Terms of Service.

Paid subscriptions are sold by Paddle.com Market Limited ("Paddle"), our merchant of record. Paddle processes payments and refunds on our behalf in accordance with this policy and Paddle's Buyer Terms.

TL;DR

  • We don't give refunds for unused parts of a billing period. You keep access to the paid tier until the end of the period you've already paid for, and then drop to Free.
  • Custom-domain registration fees are non-refundable because they pass through to a third-party registrar (we don't get to keep that money either).
  • Billing errors, duplicate charges, and unauthorised charges are always refunded in full.
  • EU / UK consumers have a 14-day statutory right of withdrawal, but it is waived when you start using the Service immediately on purchase (which is the typical case).
  • Annual plans are not refunded on cancellation, but you can downgrade and receive a pro-rata service credit on the same account.

If you think any of this is wrong for your situation, email billing@itsmysite.ai and we'll review it case-by-case.

1. Subscription fees — general rule

Our subscription fees are charged in advance for the upcoming billing period (monthly or annual). When you cancel, your subscription continues to the end of the period you've already paid for, and we don't refund the unused portion.

This is the standard model for SaaS billing. It allows us to keep prices simple, predictable, and low — by not building the operational overhead of partial-period refund accounting into every product decision.

2. Custom-domain registration fees

If you use the Service to register a custom domain through us (a feature on paid tiers), the registration fee is non-refundable once the registration has been submitted to the registrar. This is because the registrar charges us at the moment of registration and the fee is not recoverable.

The hosting of a site on a custom domain is part of your paid subscription and is subject to the general rule in Section 1.

3. EU / UK consumer cooling-off (14 days)

If you are a consumer in the European Union or the United Kingdom, you have a statutory right under EU Directive 2011/83/EU (Consumer Rights Directive) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to withdraw from your purchase within 14 days of the order, without giving any reason.

However, EU and UK law allows you to expressly request that the supply of digital services begin before the end of the withdrawal period. If you do so, and acknowledge that you will lose the right of withdrawal once performance has begun, you waive your cooling-off right.

By starting to use the Service immediately at purchase — for example, by creating or editing a site, attaching a custom domain, or using the discovery feature — you expressly request immediate performance and acknowledge that you lose the right of withdrawal once the Service has been fully performed.

Where we have only partly performed the Service at the time of withdrawal, we may charge you for the portion of the Service already provided, calculated pro-rata.

To exercise your right of withdrawal within the cooling-off window (and before you have triggered immediate performance), email billing@itsmysite.ai with your order ID and a clear statement that you are withdrawing.

4. India consumer rights

If you are a consumer in India, this policy is provided in addition to your rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. Nothing in this policy excludes or limits any right you have under those laws.

If you believe a charge is unfair, deceptive, or you did not receive the Service you paid for, raise the issue with our Grievance Officer at grievance@itsmysite.ai. We will acknowledge within 24 hours and resolve within 15 days, in line with the IT Rules, 2021.

5. Billing errors and unauthorised charges

We always refund: - Duplicate charges for the same subscription; - Charges that occurred after a successful cancellation (e.g., a renewal that should not have run); - Unauthorised charges, where you can show that someone other than you initiated the payment; - Currency / tax errors beyond what was clearly stated at checkout.

Contact billing@itsmysite.ai with the charge details (Paddle invoice number is enough). Paddle will refund directly via the original payment method, typically within 5–10 business days, sometimes longer depending on your bank.

6. Free trials

If we offer a free trial: - You will not be charged during the trial period; - The trial converts to a paid subscription at the end of the trial unless you cancel before it ends; - You must cancel at least 24 hours before the trial ends to avoid the conversion charge; - Only one free trial per user.

If you forget to cancel and are charged for the first paid period, write to billing@itsmysite.ai within 7 days of that first charge and we will refund it — provided you have not materially used the paid features during the new billing period.

7. Annual plans

Annual plans are charged in a single annual payment at the start of the year and are not refunded on cancellation (general rule in Section 1).

If you downgrade from a paid annual plan to a different paid tier (e.g., Elite → Pro) mid-cycle, the difference is converted to pro-rata service credit on your account that is applied to your next renewal. We do not issue cash refunds for downgrades. Upgrades from one paid tier to another mid-cycle are pro-rated automatically by Paddle.

If you cancel an annual plan mid-cycle, you keep the paid tier through the remaining months of the year you've already paid for. We do not refund the unused months.

8. Service disruptions and outages

We aim for high availability but do not commit to a specific uptime percentage unless we publish a separate SLA. Routine downtime, brief outages, and degradation are not, by themselves, grounds for a refund.

If we have a major prolonged outage that affects most users for an extended period, we may, at our sole discretion, issue a service credit on a goodwill basis. This is discretionary and is not an admission of fault or liability.

9. Suspension or termination for breach of Terms

If we suspend or terminate your account because you have materially breached our Terms of Service — for example, by publishing prohibited content under Section 4 — you are not entitled to a refund of any prepaid fees for the suspended or terminated period.

10. How to request a refund

  1. Email billing@itsmysite.ai from the email address on your account.
  2. Include the Paddle invoice number (in your purchase email) or the date and amount of the charge.
  3. Briefly explain the reason for the request.

We will respond within 5 business days. If a refund is approved, Paddle will process it to the original payment method, typically within 5–10 business days, though some banks may take longer.

For card chargebacks: please give us a chance to resolve the issue before initiating a chargeback. Chargebacks resolved in our favour may result in the account being closed.

11. Changes to this policy

We may update this policy from time to time. Material changes will be communicated at least 30 days in advance, through email and an in-Claude notice. The "Last updated" date at the top reflects the current version.

12. Contact

  • Billing and refunds: billing@itsmysite.ai
  • Grievance Officer (India): grievance@itsmysite.ai
  • Paddle (your purchase counterparty): https://www.paddle.com/support