Test on the free plan before you pay
Sellentum has a free plan, and it is not a time-limited trial. You can create a workspace, add your catalog, build and publish a guided experience, and see real results before any payment is taken. This exists so that you can find out whether Sellentum works for your catalog and your shoppers while it costs you nothing.
Because that free plan is available to everyone before purchase, we ask you to use it. A paid plan is the step you take after you are satisfied, not the way to find out whether you will be.
If you are unsure whether a paid plan covers what you need, contact us at hello@sellentum.com before you subscribe. We would rather answer the question first than process a refund afterwards.
What a paid plan buys
Paid plans are subscriptions to the Service for a billing period — monthly or yearly, as chosen at checkout. Fees are billed in advance for that period. The plan, its price and what it includes are shown to you at the time of purchase and on your billing page afterwards.
Your workspace is provisioned as soon as payment succeeds, and the plan's limits apply immediately. Access is what you are buying, and it is available to you for the whole period you paid for.
Refunds
Fees already paid are non-refundable except where a refund is required by law. This includes fees for a period you did not fully use, and fees for a period during which you did not log in.
We may, at our discretion, issue a refund or a credit in circumstances such as the following. Nothing here creates an entitlement, and each request is assessed on its own facts.
- You were charged more than once for the same billing period.
- You were charged after cancelling, because of a fault in our billing.
- A sustained failure of the Service prevented you from using the plan you paid for, and we were unable to resolve it.
- You subscribed within the last 14 days, have not meaningfully used the paid plan, and ask us before the period ends.
Where a refund is agreed, it is returned to the original payment method through our payment processor. Depending on your bank, it can take up to ten working days to appear on your statement.
Cancelling a plan
You can cancel a paid plan at any time from the billing page in your dashboard. Cancelling stops the next payment; it does not refund the period you are currently in.
After you cancel, you keep full access to your paid plan until the end of the period you have already paid for. At that point the workspace moves to the free plan. Your data is not deleted when a plan ends — the limits of the free plan simply apply again.
Downgrading to a smaller paid plan takes effect at the end of the current billing period. Upgrading takes effect immediately and is prorated by our payment processor against what you have already paid.
Failed payments
If a renewal payment fails, our payment processor retries it over a short period and we mark the workspace as having a payment problem. You can update your payment method from the billing page at any time during that window.
If payment is not recovered, the subscription is cancelled and the workspace returns to the free plan. We do not pursue payment for a period that was never successfully charged.
Statutory rights
Sellentum is a business service, and paid plans are sold to businesses rather than to consumers. Consumer cancellation rights therefore do not usually apply.
Where mandatory consumer or local law does give you a right to a refund or to cancel, that law takes precedence over this policy, and nothing in this document limits or removes it.
How to request a refund
Email hello@sellentum.com from the address on the account. Tell us the workspace, the charge you are asking about and what happened. We aim to respond within five working days, and we will tell you plainly whether we are issuing a refund and why.
Please raise a billing problem with us before disputing a charge with your bank. A chargeback suspends the account while it is investigated, which helps neither of us resolve the underlying issue.
Changes to this policy
We may update this policy. The version that applies to a charge is the version published when that charge was made, and the acceptance recorded against your account names the version you agreed to at signup.
Where a change is material, we will ask you to accept the new version. This policy sits alongside our Terms of Service; where the two address the same subject, the Terms govern.