Refund Policy

01

The policy, in one sentence

Write to us within 14 days of any payment, having used less than 50% of your plan’s product quota, and we refund it in full. You do not have to give a reason, fill in a form, take a call, or explain what went wrong. “I would like a refund” and the email address you paid with is the entire process.

The 14 days run from the date of the payment, not from the date you first used the product. A subscription that renews starts a fresh window on each renewal payment.

Two conditions, and there are no others. Past 14 days, or past 50% of the quota, the payment is not refundable. Either one on its own ends the window — they are not cumulative.

02

The usage ceiling, and exactly how it is counted

The refund is available while the account has processed less than 50% of the product quota included in the plan it bought. It is measured as a share of your own plan, not as a fixed number of products, so it means the same thing on every plan and it does not change if we change a quota.

On a one-off migration, which includes 5,000 products, that is 2,500 products. Enough to run a real catalogue through and see the export before you decide.

The free Pre-Flight Report is not counted. It needs no account, it is not attached to a plan, and running it as many times as you like has no effect on a refund. Only products processed on a paid plan count toward the ceiling.

We would rather say this here than discover it with you later. A ceiling that a buyer meets for the first time when they ask for their money back is a trapdoor, and this product’s whole position is that it tells you the truth about what it did. So: it is in the sentence above, it is on the pricing page, and it is the only condition besides the 14 days.

The one thing we ask, and cannot require: tell us what was wrong. Not to talk you out of it — the refund is not conditional on your answer — but because a refund with a reason attached is the most useful thing anybody sends us.

03

How to ask, and what happens next

• Email [email protected] from the address you bought with, or tell us that address if you are writing from another one.
• We confirm by reply that the refund is approved. A person reads the inbox, so this is a reply from a person.
• Our payment provider, acting as merchant of record, issues the refund to the original payment method. It cannot go anywhere else — that is a rule of the card networks, not our preference.
• Your bank or card issuer then takes its own time to show the money. That part is out of everyone’s hands here and is usually the longest part of the wait.

We are not going to promise you a number of days, because two of the three steps above are not ours. What we control is the first one, and that is answered by a person rather than queued. If a refund we confirmed has not reached you and you think it has been too long, reply to the same email and we will chase it with our payment provider.

04

Who you are actually dealing with

Our payment provider is the seller of record on your purchase. It takes the payment, its name is on your receipt and your bank statement, and it is the party that moves a refund back to your card. Checkout is not open yet, so no provider is named here until one is actually selling on our behalf. We decide this policy and we approve the refund; our payment provider executes it.

That split is why a refund can be approved by us on a Monday and still be in transit on a Thursday, and why the line on your statement will not say ImportReady. It is also why you should write to us first rather than to your bank: a chargeback opens a dispute process that takes weeks and cannot be cancelled once started, when an email settles the same thing in a day.

05

After 14 days

The guarantee above stops after 14 days, but the door does not. There is no automatic refund on a payment older than that, and there are two situations where we refund anyway, without being asked twice:

• You were charged for something you had cancelled, or charged twice. That is our error or a billing error and we return it in full whenever you notice it.
• We discontinued a feature you were paying for, or suspended your account, and you had paid for a period you can no longer use. We refund the unused part. That commitment is in the terms as well, in sections 5 and 8.

Outside those, a payment older than 14 days is yours to ask about and ours to decide, and we would rather say that than publish an “exceptional circumstances” clause that means nothing.

06

Cancelling is not the same as a refund

Cancelling stops the next renewal and leaves your access running until the end of the period you have already paid for. You do it yourself from your account page and you never have to ask us. Nothing is refunded, because nothing is being taken away.

A refund returns a payment you have already made. If you are inside the 14 days and you want the money rather than the remaining access, ask — section 3.

There is nothing to refund on the free Pre-Flight Report. It costs nothing, needs no account, and takes no payment details, which is the intended way to find out whether this product is any use to you before you spend anything on it.