Refund policy

Paddle.com Market Ltd is the merchant of record for your purchase, which means they took the payment and they issue the refund. Ask us and we will arrange it; the money returns by the route it arrived, usually within five to ten working days depending on your bank.

Paddle.com Market Ltd has its own buyer terms and may grant a refund at its discretion even where this policy would not. Nothing here overrides that, and nothing here overrides a right you have by law.

Normally there is no gap between paying and having your files. If there is one — the payment went through but your files could not be made ready — write to us and we will refund you in full within 14 days. You do not have to give a reason and we will not ask for one.

Nothing has been delivered at that point, so there is nothing to argue about.

Your site is delivered the moment your payment goes through. The files are ready to download at once, the download starts by itself on the page where you paid, the link is in the confirmation email, and we keep an archived copy of exactly what you were given.

From then on we do not refund it. The product is a set of files. They are yours, they work without us, and there is no way for you to give them back — which is exactly the property that makes them worth buying.

If you are a consumer in the EU or the UK, you normally have fourteen days to withdraw from a distance purchase. For digital content that right ends when delivery begins, provided you agreed to immediate delivery and acknowledged that agreeing gives up the right.

We ask for both at checkout, as two separate boxes that start unticked: the first asks for your files straight away, the second confirms that delivering them ends your right to withdraw and that the payment is not refunded. The payment cannot go ahead until both are ticked. The moment you ticked them is recorded with your order and repeated in the confirmation email we send you.

This is not a trick and it is not meant to be. You can build the entire site, look at every page, and change anything you like before paying a single euro. The preview is the product. There is no version of this where you pay before you know what you are getting.

This is a different thing from changing your mind, and it is not covered by section 3.

If the files we deliver do not match the preview you approved, or they do not work as a website, tell us. We will fix it at our cost. If we cannot fix it in a reasonable time, you get your money back in full, and you may keep or delete the files as you prefer.

We do our best to make sure it never comes to that. The files are built from exactly what the preview shows, by the same code, and before we take any payment the checkout checks the folder itself: every page opens, every button and picture inside the site leads to something that is there, and nothing is left half-filled. If it fails, we do not take your money.

That obligation is ours regardless of when you notice. Statutory rights about faulty digital content apply on top of it and are not affected by anything in this policy.

So that we are not arguing about it later:

• Deciding after the fact that you preferred a different template. Every template is free to try before you pay.
• Words we drafted that turned out not to describe your business. They are a draft, you were asked to check them, and you published them.
• Your site not appearing in a search engine, or not appearing where you hoped. We give you the technical parts; we do not control Google.
• A photograph you uploaded that you did not have the right to use.
• Changing your mind about the design after downloading. That is what the €29 revision is for.
• A domain registered on your instruction. Registries do not refund those, so neither can we.
• Writing help whose words you did not keep. Each use spends its credits whether or not you use the result.

A plan — Care, or Hosting and care — is paid once for the time you choose and ends on its date; it never renews by itself, so there is nothing to cancel.

A plan is a service, and it starts the moment you pay because you ask it to. The law still lets you withdraw from a service in its first fourteen days: if you do, we refund what you paid less the part already provided, worked out by the day. After those fourteen days we do not refund any part of a plan.

Where a plan came with your site — “Done for you”, “Put online for you”, or a plan chosen at checkout — withdrawing refunds the plan's part only, at its listed price less the days used, and the plan ends. The site itself, the setting up and the domain registration were delivered on the day and are not refunded; the files stay yours.

To withdraw from a plan, use Withdraw from a purchase in your account (it is linked at the foot of every page): choose the plan, confirm, and we email you a receipt at once, with the amount coming back. Writing to us works too.

Services bought before plans were introduced renew until you cancel. Cancel whenever you like and the service runs to the end of the period you have already paid for; we do not refund part of a period, and we do not refund periods that have already been used.

You will not be renewed without warning. We email you before every renewal with the date, the amount and any change from last time, in enough time to cancel first — and cancelling takes the same number of clicks in your account as subscribing did. No telephone call, no letter, no offer to stay.

If you cancel by mistake within a few days of renewing and have not used the period, write to us. We would rather refund it than have you feel caught out.

Cancelling never affects a site you have bought. The pages keep working; only the form stops.

Writing credits pay for the writing help, drafts and translations. A pack is added to your site the moment the payment arrives. Before you pay, you tick two boxes: one asks for the credits straight away, one confirms that once they are added you lose your right to withdraw and the payment is not refunded.

• If a request fails on our side, the credits it used are given back automatically.
• Credits you bought can be moved between your own sites. They cannot be exchanged for money, sold or given to another account.
• Credits included free — with a site you buy, or each month with a plan — are not bought and have no cash value.
• If you paid and the credits did not appear, write to us: we add them or refund you in full.

Email support@youbuiltit.com with the address you bought with. That is the whole process — there is no form and no ticket number.

We answer within two working days. If we are turning you down, we will say why in plain words rather than quoting a clause number at you.

Please write to us before raising a chargeback with your bank. A chargeback costs us a fee on top of the refund and takes months to resolve, and in almost every case the thing you wanted was a refund we would have given you the same day.