Refunds and Cancellation

Last updated 6 October 2026

Short version: you can always cancel, so you aren't charged again. You can get your money back within 14 days of a payment as long as you haven't generated a design since that payment. Once you've generated a design, the payment is final.

Online payment isn't live yet, so nobody is being charged at the moment. This policy applies from the day payments start, and is part of the Terms of Service.

1. Cancelling a subscription

• You can cancel a paid plan at any time, whether or not you've generated designs, from your account or by e-mailing [set SHADOWBOX_LEGAL_EMAIL] from the address on your account. We confirm every cancellation by e-mail.
• Cancelling stops the next renewal. You keep the paid plan until the end of the period you've already paid for, then your account moves to the Free plan. Your account isn't deleted unless you ask.
• Cancelling doesn't refund the current period on its own. Whether you can get money back is set out in section 2.
• To avoid being charged for the next period, cancel before it starts. We send a reminder before an annual plan renews.

2. When you can get a refund

No designs generated: full refund. If you ask within 14 days of a payment (your first payment or a renewal) and you haven't successfully generated a design since that payment, we refund that payment in full and cancel the subscription. Write to [set SHADOWBOX_LEGAL_EMAIL]; you don't need to give a reason. Designs you generated on the Free plan before paying, and attempts that failed with an error, don't count.

Designs generated: no refund. Generating a design delivers its cut files to you straight away, and they can't be returned. So once you have successfully generated a design on a paid plan, the payment for that period is final: you can still cancel the next renewal, but we don't refund the current period. Before you pay, we ask you to agree to this (see section 3).

This doesn't affect your rights in the following cases, which always apply:

• If the Service fails. If the Service doesn't work as described and we can't fix it within a reasonable time, you're entitled to a price reduction or a refund for the affected period. Your statutory rights for faulty digital content and services can't be excluded.
• If we change or end the Service. If we raise the price, change the terms to your disadvantage, remove a key feature, or close the Service, you can cancel and we refund the unused part of the period you paid for.
• If we close your account without you having broken the terms, we refund the unused part of the period.

3. Right of withdrawal (consumers in the EU, the EEA and the UK)

If you are a consumer, you have the right to withdraw from a contract for a paid plan within 14 days without giving any reason. The withdrawal period ends 14 days after the day the contract is concluded.

When the right ends early. When you pay, we ask you to agree that we start providing the plan immediately, and to confirm that you know you lose your right of withdrawal as soon as you generate your first design, because that delivers digital content (your cut files) to you. We confirm this agreement in the e-mail that confirms your order. If you then generate a design, the right of withdrawal ends at that moment. If you haven't generated a design, you keep the full right of withdrawal for the 14 days.

To exercise it, tell us ([set SHADOWBOX_LEGAL_NAME], [set SHADOWBOX_LEGAL_ADDRESS], [set SHADOWBOX_LEGAL_EMAIL]) clearly that you are withdrawing, for example by e-mail or by post. You can use the model form below, but you don't have to. It's enough to send your message before the 14 days are up.

Effects of withdrawal. If you withdraw, we refund all payments received from you without undue delay and at the latest within 14 days of the day we receive your withdrawal. We use the same means of payment you used, unless you expressly agree otherwise; you won't be charged any fees for the refund.

4. How refunds are paid

Refunds go back to the card or account you paid with, normally within 5 to 10 working days of our approval, depending on your bank. If a payment provider acting as merchant of record sold you the plan, it processes the refund and its name appears on the statement. Please contact us before opening a chargeback with your bank: we can usually sort it out faster.

5. Model withdrawal form