Refund and cancellation policy

This policy explains how to cancel, when you can get your money back and what happens to your site afterwards. It is part of the Terms of Service. Current prices are on the pricing page.

1. How you are charged

• You pay per site, by the number of languages on that site, monthly or annually.
• Annual billing costs ten months of the monthly price, charged once up front (two months free).
• Extra sites on the same account cost 30% less than the same site would cost alone.
• A launch discount may apply to your first payment or first year. It is shown on the pricing page only while it applies. When that first period ends, the subscription renews at the regular price you saw as the full price, not the discounted price.
• Shopify stores are billed monthly by Shopify, under Shopify's rules (section 7).
• You never pay per word and nothing is charged automatically beyond your plan.

2. Cancelling

You can cancel at any time in the billing page or the customer portal. Cancelling stops the next renewal. Your plan stays active until the end of the period you have paid for, and you can keep using everything until then. Cancelling does not delete anything.

After the paid period ends there is a 14-day grace period. Then your account moves to the Free plan: your published translations keep being served, you can sign in and export everything, but you cannot translate new text, add languages or publish updates. See the Terms for how long we keep your published files.

Please cancel before the renewal date. We cannot always stop a renewal that has already been charged, but section 3 explains when we refund it.

3. Refunds

• [REFUND WINDOW DAYS: OPEN]-day money-back guarantee on your first purchase. If you are not satisfied, ask within [REFUND WINDOW DAYS: OPEN] days of your first payment (monthly or annual) and we will refund it in full. This applies once per customer.
• Renewals. If you forgot to cancel and ask for a refund within 7 days of an annual renewal charge and you have not used the service in the new term in a meaningful way, we will refund the renewal. Monthly renewals are not refunded once charged, but you can cancel at any time before the next one.
• Service problems. If we are unable to provide the service you paid for for a significant part of a term because of a fault on our side, we will refund the affected part, or credit it if you prefer.
• Changes in your plan. When you add sites or languages, you pay the difference for the rest of the term. When you reduce them, the change applies at the next renewal and the current term is not refunded in part.
• Discounted purchases. Refunds are for what you actually paid, not the regular price.
• No other refunds. Apart from the above and your legal rights, payments are non-refundable. We do not refund part of a period you used.

To ask for a refund, write to [OPEN: mailbox] from your account e-mail address with the invoice number. Refunds go back to the original payment method, normally within 5 to 10 business days, depending on your bank.

4. Failed payments

If a renewal payment fails, we tell you by e-mail and our payment provider retries over several days. If it is still unpaid when the term ends, the 14-day grace period starts and then the account moves to the Free plan as described above.

5. Taxes and currency

Prices are in US dollars. Taxes such as VAT or sales tax are added where required and shown at checkout. Invoices are sent by e-mail and available in the billing page.

6. Your statutory rights

Nothing in this policy limits rights you have by law that cannot be waived. If you are a consumer, for example in the EU or UK, you may have a right to withdraw from a distance contract within 14 days. LgTranslate begins to provide the service as soon as you subscribe. By asking for this, you agree that the service starts at once, and you understand that you may lose some of your withdrawal right once it has been fully provided. Our money-back guarantee in section 3 is at least as generous.

7. Shopify

If you subscribe through Shopify, Shopify bills you, and its rules cover subscriptions, charges and refunds. We cannot refund Shopify charges ourselves; contact us and we will help you with the request to Shopify.

8. Disputes and chargebacks

If you are unhappy with a charge, please contact us first; we will usually resolve it faster than your bank. If a chargeback is opened we may pause the account until it is settled.

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