When we give the money back

Ask within 14 days of your first charge on a paid plan and you get all of it back. You do not have to give a reason, and we will not ask you to sit through a call about it. Reply to the receipt, or write to support from the email on the account.

14 days rather than the customary seven, because a shop's month is the unit that matters — a fortnight is long enough to put real orders, a real payday and a real festival weekend through the software and know.

Your data is not deleted the moment a refund is issued. The workspace drops to the Free plan and keeps everything that fits there; export any table to CSV whenever you like, before or after.

If a monthly renewal went through and you had already stopped using BaseBlock, tell us within 7 days and we refund that month in full. "Had already stopped" means what it sounds like: no orders billed, no automations run, nobody signed in.

Later than that, or on a month you did use, the answer is no — but cancelling is instant and keeps your access to the end of the period you have paid for. Nobody is billed for a month they cancelled during.

We would rather not have this rule at all. The real fix is not surprising anybody with a charge, which is why a receipt goes out on every renewal and a reminder goes out before a yearly one.

Within 30 days of a yearly payment, you get the whole year back. After that, you can still leave and take back the part you have not used.

The pro-rata calculation is the honest one rather than the flattering one. A year bills at 10 months, so the months you did use are re-priced at the ordinary monthly rate, and what is left is refunded:

So a Business workspace nine months into a year is not owed much, and one two months in gets most of it back. Part-months are not counted against you — the month you leave in is free. If that arithmetic comes out at zero or below, the refund is zero; we do not send an invoice for the difference.

Money that has already left us and gone to somebody else, or work already delivered:

• Fees charged by somebody else and passed through — courier bookings, SMS and email sends on your own provider account, domain registration.
• Onboarding or data-migration work already carried out, which is billed for the hours it took.
• Hardware. A biometric clock is bought from its own supplier and returned under that supplier's terms.

Service credits owed under the uptime SLA are a separate thing and are not affected by any of this. They come off your next invoice, or come back as money if you have already left.

Through the rail it arrived on. An eSewa payment is refunded to that eSewa account, a Khalti payment to that Khalti account, a card to that card. We cannot send a refund somewhere else, and we will not — that is how a refund becomes somebody else's fraud.

Allow up to 10 working days. eSewa and Khalti refunds are a manual operation on both sides, so this is slower than the payment was, and we would rather quote the real figure than a cheerful one.

You will get written confirmation with the amount and the date it was sent, whether or not the wallet has shown it yet.

Say so. These windows are the rule, not the ceiling: a shop that lost a month to a problem at our end, or was billed through a hospital stay, or upgraded to a plan it turned out not to need, is a conversation and not a clause. Write to support and put what happened in your own words.

What we will not do is quietly decide it case by case and call that a policy. The rules above are what you can hold us to without asking anybody's permission.