Refund policy

BaseCommerce is downloadable software delivered as a licence key. This page explains when you can get your money back and how to ask.

Refund window

We offer a 30-day money-back guarantee from the date of purchase. If the product does not work for you within that period, email support@basecommerce.io from the address you bought with and we will refund you in full — no explanation required.

Refunds are returned to the original payment method. Your bank typically posts the credit within 5–10 business days; that timing is outside our control.

What happens to your licence

A refund revokes the licence. Any sites you activated stop receiving updates and support, and the key no longer activates new sites. Sites already running the software keep working — we do not disable anything already installed.

Renewals

Plans renew annually. We do not automatically refund a renewal you forgot to cancel, but if you contact us within 14 days of a renewal charge and have not used the licence in that period, we will refund it. You can cancel at any time before the renewal date to avoid the charge entirely.

Cancelling stops future charges. It does not end the period you have already paid for — your licence stays active until the end of that term.

When we may decline

We may decline a refund where a licence shows signs of abuse — for example a key shared across many unrelated sites, or repeated buy-and-refund cycles. This is rare and we will always explain our reasoning.

Statutory rights

Nothing here limits rights you have under consumer law in your country. EU and UK buyers: digital content supplied immediately is normally exempt from the 14-day right of withdrawal once you have accessed it, and by downloading you consent to immediate supply — but our voluntary policy above is more generous, and we honour it either way.

Asking for a refund

Email support@basecommerce.io with the email address used at checkout. You do not need the order number, though it helps.