Refund Policy

Payments are final

A SignElectronically subscription is billed to the team monthly or yearly, in advance. It covers that period of the service for the seats on the plan: sending envelopes, templates, bulk send, the audit trail and the API, within the limits on the pricing page. The period is fully available as soon as it is paid, and its price does not change with how many envelopes the team actually sent. This policy forms part of the Terms of Service, and under it every payment is final apart from the exceptions below.

Starting a subscription asks us to provide the service right away, and you accept that any statutory right of withdrawal or cooling-off period ends once it has begun.

Stopping renewal

Subscriptions renew on their own. The team owner can cancel at any moment in the billing section of the app, without contacting us. The next period is then not charged, and the plan stays active until the paid one ends. Unused days, envelopes and seats are not paid back, and moving to a smaller plan gives no money back for the current period.

Cancelling never undoes a charge already made: a renewal that has gone through stays in place and the team keeps that period. If a renewal payment fails, it is still due for a period that has started, so the card is retried over the following days. Those retries collect one open invoice and are not new charges, and a renewal paid after them is not refundable. To skip a renewal, cancel before the renewal date shown in billing.

What is not refunded

• The team stopped needing e-signatures, or a deal or hire did not go ahead.
• Few or no envelopes were sent in a paid period.
• A signer declined, let a request expire or never opened it.
• A document type or jurisdiction where an electronic signature is not accepted, as the legal validity pages describe.
• A renewal nobody cancelled in time, or one cancelled just after it was charged.
• Taking a plan for a one-off payment. Every plan is recurring, which the pricing page, checkout, confirmation email and billing section state.
• A feature that is not on the pricing page, or that behaves differently from what was assumed.
• The wrong plan, billing period or number of seats.
• Use of the account by a person who was given someone else's login.

The exceptions

A charge is returned only in the three cases below, only when our records bear it out, and never above what was paid for the period in question.

• Duplicate billing. A billing fault on our side charged the team twice for the same period.
• An unauthorised charge that is shown. The card was used without permission, it is reported to us within 14 days of the charge, and our records and our payment operator's records confirm it. A claim on its own is not evidence, and we may ask for confirmation that the card issuer was informed.
• Total service failure. A confirmed fault on our side made SignElectronically fully unusable for a continuous period, it was reported to us at the time, and we could not resolve it. Slow pages, a delayed signing email and problems with your own devices, network or mail server are excluded.

An approved return is made to the card that was charged, is the whole of our liability for that charge, and does not create a right to another.

Making a request

Email [email protected] from the address on the account within 14 days of the charge, with the date, the amount and the exception relied on. Requests that arrive later or by another route are not reviewed, and declined requests are not reopened.

Records

Creating an account means accepting the Terms of Service and the Privacy Policy, which include this policy. Before payment the checkout shows the plan, the price, the billing period and the automatic renewal, and the confirmation email and billing section repeat them.

For each subscription we keep the time of purchase, the plan and price shown, the acceptance of the terms, the emails we sent, and the account activity log, including sign-ins, seats added, envelopes created and sent and signatures completed, with the technical details stored next to each entry. Our payment operator keeps its own record of every charge, including the card's issuing country, where the payment came from and the result of bank authentication such as 3D Secure. Claims of an unauthorised charge are assessed against these records.

Chargebacks

Please contact us before contacting the bank. A chargeback opened without writing to us first breaches the Terms of Service and leads to the account being closed permanently. If a dispute is opened, we send the records described above to the card issuer.

Earlier purchases

Subscriptions bought before October 14, 2026 remain under the terms in force on the day of purchase.