Refund Policy

Effective October 14, 2026

SignSend subscriptions are paid in advance and every payment is final. You can try the product on one real document with the free demo before buying, and you can stop renewal from your account page whenever you want. The rest of this page explains the few cases where a charge is returned.

What you are paying for

Each monthly or yearly plan buys access to SignSend for that billing period: sending documents for signature, templates, signing links, audit trails and the team features of your plan, within the limits on the pricing page. Access for the whole period starts the moment it is paid, so the fee is the same whether you sent fifty envelopes that month or none.

By subscribing you ask us to make the service available right away, and you accept that any statutory withdrawal or cooling-off right ends once it has started.

Stopping renewal

Plans renew automatically. Turn renewal off on your account page at any time, without writing to us, and nothing more will be charged. Your plan stays active until the end of the period already paid for, and unused days are not credited back.

Turning renewal off only affects future periods. If a renewal has already been charged, the charge stands and you keep access for that period. If a renewal payment is declined, it is still owed for a period that has begun, so the card is retried over the next few days. Those retries settle one unpaid invoice rather than adding new charges, and a renewal paid after them is not refundable. To avoid the next renewal, switch it off before the renewal date on your account page.

Cases that are not refunded

  • You no longer need e-signatures, or a deal you wanted to sign fell through.
  • You sent few or no documents during a paid period.
  • A signer declined, ignored or never opened a signing request.
  • A renewal you meant to cancel, or cancelled only after it was charged.
  • You took the plan for a one-off purchase. All plans are recurring, as the pricing page, checkout, confirmation email and account page state.
  • A feature that is not listed on the pricing page, or that works differently from what you expected, including signature types the terms say we do not offer.
  • A file that could not be used, for example a damaged, password-protected or unsupported document.
  • The wrong plan, billing period or number of users.
  • Use of your account by anyone you gave your login to.

When a charge is returned

There are three, and each must be backed by the records described below. The amount returned is capped at what you paid for the period in question.

  • Duplicate billing. You were charged twice for the same period because of an error in our billing.
  • An unauthorised charge you can show. Your card was used without your consent, you report it within 14 days of the charge, and our records together with those of our payment operator confirm it. A claim alone is not proof, and we may ask you to confirm that you reported the misuse to your card issuer.
  • A complete outage. A confirmed fault on our side left SignSend fully unusable for a continuous period, you reported it while it was happening, and we could not resolve it. Slow delivery of a signing email, an issue with one feature, and problems with your own device, browser, network or mailbox are excluded.

A returned charge goes back to the card that paid it, is the whole of our liability for that charge, and does not create a right to any further return.

Requesting a review

Email [email protected] from your account address within 14 days of the charge, with its date and amount and the case above that you think applies. Later requests, or requests made another way, are not reviewed, and a declined request is not reopened.

Records we rely on

When you create an account you accept our Terms of Service and Privacy Policy, which include this policy. Before payment the checkout states the plan, price, billing period and automatic renewal, and your confirmation email and account page repeat them.

For every subscription we keep the purchase time, the plan and price displayed, your acceptance of the terms, the emails we sent about it, and the account activity log, including sign-ins, documents uploaded, envelopes sent and signatures completed, with the technical details stored alongside each event. Our payment operator keeps its own record of each charge, such as the card's issuing country, where the payment originated and the outcome of bank checks like 3D Secure. Unauthorised-charge claims are checked against both.

Chargebacks

Contact us before contacting your bank. A chargeback opened without writing to us first breaches our Terms of Service and leads to permanent closure of the account. Where a dispute is raised, we send the records above to the card issuer.

Purchases before this policy

Subscriptions bought before October 14, 2026 keep the terms that applied on the day of purchase.