1. Cancellation

You can cancel your Sorted subscription at any time, with no questions asked.

How to Cancel:

• Via Settings: Log in to your account → Settings → Your Plan → Cancel Subscription
• Via Email: Email alex.greenhalgh@live.co.uk with your account email address and "Cancel Subscription" in the subject line

What Happens After Cancellation:

• Your subscription remains active until the end of your current billing period
• You can continue using your paid plan features until the subscription expires
• You will not be charged again after cancellation
• Your account automatically reverts to the Free tier when the subscription ends
• All your data (listings, batches, settings) is preserved

2. Refund Policy

Standard Policy:

We do not offer pro-rata refunds for partial months. If you cancel mid-month, you'll retain access until the end of your billing period, but no refund will be issued.

Technical Issues Exception:

If you experience technical issues that prevent you from using Sorted, and we are unable to resolve them within a reasonable timeframe, we will issue a full refund if requested within 7 days of your subscription payment.

Examples of eligible technical issues:

• Persistent photo upload failures
• AI processing errors preventing listing generation
• Account access issues not resolved by our support team

How to Request a Refund:

Email alex.greenhalgh@live.co.uk within 7 days of your payment with:

• Your account email address
• Date of payment
• Description of the technical issue
• Evidence (screenshots, error messages, etc.)

We'll review your request within 2 business days and issue a refund if eligible. Refunds are processed via Stripe and typically appear in your account within 5-10 business days.

3. No Refunds For

Refunds are not available for:

• Change of mind: "I don't need it anymore" or "I found a different tool"
• Partial month usage: "I only used it for 2 weeks"
• Unused quota: "I didn't use all my listings this month"
• User error: Incorrect photo uploads, not reviewing AI-generated listings, etc.
• Third-party costs: OpenAI API fees are separate and non-refundable
• eBay rejection: eBay refusing to accept your listings (you must review AI output before uploading)
• Account suspension: Due to Terms of Service violations

4. Downgrading Plans

You can downgrade to a lower-tier plan at any time via Settings. The downgrade will take effect at the start of your next billing cycle. You will not be charged the difference for the remainder of the current month.

Example:

• You're on the Power Seller plan (£79/month), renewed on May 1st
• On May 15th, you downgrade to Reseller (£39/month)
• You continue using Power Seller features until May 31st
• On June 1st, you're charged £39 and moved to Reseller tier

5. Upgrading Plans

When you upgrade mid-cycle, you'll be charged the pro-rata difference immediately, and your new quota takes effect right away.

Example:

• You're on Starter (£19/month), renewed on May 1st
• On May 15th (halfway through the month), you upgrade to Reseller (£39/month)
• You're charged ~£10 immediately (half the £20 difference)
• On June 1st, you're charged the full £39 for Reseller

6. Free Tier

The Free tier is unlimited during our beta period. After launch:

• Free users will have a monthly listing cap (exact number TBD)
• Existing Free users will be grandfathered in with advance notice of any changes
• You can upgrade to a paid plan anytime to unlock higher quotas

7. Payment Failures

If your subscription payment fails:

• Stripe will automatically retry the payment 3 times over 2 weeks
• We'll email you when payment fails so you can update your card details
• If all retries fail, your account is automatically downgraded to the Free tier
• No penalty or late fee is charged — just update your payment method to reactivate

8. Account Deletion

If you delete your account:

• All your data (photos, listings, batches) is permanently deleted within 90 days
• Active subscriptions are cancelled immediately
• No refunds are issued for remaining subscription time
• You can re-register anytime, but your previous data cannot be recovered

9. Questions?

If you have questions about cancellations or refunds, email us at: alex.greenhalgh@live.co.uk

We aim to respond within 1 business day.