Legal
Refund policy
When we refund a payment, how to ask for one, and what cancelling a plan does.
Last updated
The short version
- Cancel any time. Your plan runs to the end of the period you paid for.
- A new plan's first payment is refunded in full within 7 days if your team used 10 credits or fewer since paying.
- Renewals, unused time and used credits aren't refunded.
- Email us to ask. Dodo Payments, our reseller, sends the money back.
A summary to help you read it. The full text below is what applies.
This policy covers what you pay for Shingle: plans, extra live sites and credit packs. It's part of our Terms of service.
Who handles payments
Our online reseller, Dodo Payments, sells Shingle's plans and credit packs to you. Dodo Payments is the Merchant of Record for every order: you pay them, they work out and collect the tax, and they send your receipts. Your bank statement names them.
When a refund is agreed, Dodo Payments sends it back to the card or account you paid with.
Cancelling your plan
You can cancel a plan at any time. Your team's owner cancels it from Plan and billing, which opens Dodo Payments' customer portal.
- Your plan keeps working until the end of the month or year you've paid for. Nothing more is charged after that.
- When the plan ends, your team moves to the Free plan. Your published sites stay online and you can still change them, but you can't publish more sites than the Free plan allows.
- Credits you have left stay until they expire: a plan's credits last two months from when you get them, and a pack's last a year.
Cancelling doesn't refund time you've already paid for, except as this policy says below.
Refunds on a new plan
If a new plan isn't right for you, we'll refund its first payment in full when both of these are true:
- you ask within 7 days of that first payment, and
- your team has used 10 credits or fewer since that payment. That's two new sites, or ten changes.
This covers monthly and yearly plans, and any extra live sites bought with the plan. A team can have it once.
Credit packs
We'll refund a credit pack in full if you ask within 7 days of buying it and none of its credits have been used. Once any of them are used, the pack isn't refunded.
When we always refund
Whatever else this policy says, we refund in full:
- a payment taken twice for the same thing,
- a payment taken after you cancelled, and
- a payment for something we couldn't give you because of a fault on our side.
What we don't refund
- Renewals. Cancel before your renewal date to stop the next payment.
- The rest of a month or year after you cancel.
- Credits that have been used, and credits Shingle gave you for free.
- Payments for an account or team we suspended for breaking our Terms of service.
How to ask for a refund
Email [email protected] from the address you sign in with. Tell us your team's name and the date of the payment. We'll reply within two working days.
Once we agree a refund, Dodo Payments sends it. Banks usually take 5 to 10 working days to show it. You can also contact Dodo Payments directly, using the details on your receipt.
If a charge looks wrong, please talk to us before you dispute it with your bank: we can usually put it right faster.
What a refund changes
When we refund a plan's payment, we also cancel the plan, so your team moves to the Free plan straight away, and we take back the credits that payment gave you. Your published sites stay online.
When we refund a credit pack, we take back its credits.
Your rights
This policy doesn't take away any rights you have under the law. If you buy as a consumer, for example in the UK or the EU, you keep your statutory rights.