Cancellation and Refund Policy

This policy explains how cancellation and refunds work for SiteOwl subscriptions. It forms part of the SiteOwl Terms of Service. Nothing in this policy limits a refund, correction, re-performance or other remedy required by applicable law.

Contact: billing@siteowl.online

1. Cancelling a plan

You may cancel at any time through the Dashboard or by emailing us from the address associated with your account. Include the website and plan you want to cancel.

Cancellation stops future service periods. Unless applicable law requires otherwise, it takes effect at the end of the current paid service period. You may continue using the remaining plan benefits until that date, subject to the Terms of Service.

Plans do not renew automatically. No further service period begins unless a new payment is received and approved.

Cancellation of a subscription does not automatically delete the client account or all records. Account closure and personal-data requests are handled separately under the Privacy Policy.

2. Active tasks at cancellation

We will ordinarily continue an accepted active task while the current paid service period remains active. No new task may be submitted after the plan expires.

If the plan ends while an accepted task remains incomplete for reasons attributable to SiteOwl, we will either complete the agreed task within a reasonable time or offer an appropriate correction, re-performance, credit, proportionate refund or full refund as required by the circumstances and applicable law.

If work is delayed because the Client has not supplied required access, instructions, content, files, approvals or feedback, expiry or cancellation does not extend the plan automatically. We may close an inactive task after reasonable notice.

3. When a refund may be available

Subject to applicable law, a refund may be approved when:

• SiteOwl determines before work begins that the website or requested service is not eligible and cannot activate the plan;
• the same payment was made twice or the amount was paid in error and can be verified;
• SiteOwl cancels a paid service period without providing the purchased service and the cancellation was not caused by the Client’s breach;
• accepted work materially fails to match the agreed task and SiteOwl cannot correct or re-perform it within a reasonable time; or
• applicable consumer law requires a refund or other remedy.

Depending on what has already been delivered, the appropriate remedy may be correction, re-performance, service credit, a proportionate refund or a full refund.

4. When a refund is not normally available

Except where applicable law requires otherwise, we do not normally provide refunds for:

• a change of mind after setup or work has begun;
• unused time, unused task allowances or failure to submit tasks during an active paid period;
• delay caused by missing Client content, instructions, access, approval or feedback;
• dissatisfaction based on preferences that were not included in the accepted task;
• a third-party hosting, plugin, theme, API, payment, email or other service failure outside SiteOwl’s reasonable control;
• cancellation after services for the paid period have been substantially or fully performed; or
• suspension or termination resulting from unlawful activity, material breach, abuse, fraud or non-payment.

This section is not a “no refunds” rule and does not remove statutory remedies for defective, misdescribed or unperformed services.

5. How to request a refund

Email billing@siteowl.online from the account email and include:

• the Client name and website;
• the payment date and reference;
• the plan or service involved;
• the reason for the request; and
• the requested resolution.

Do not email banking passwords, card security codes or unrelated financial records. If proof of payment is required, redact unrelated transactions and unnecessary account details.

We may request reasonable information to verify the account and payment. We will acknowledge the request within three (3) business days and communicate the decision or next step within three (3) business days, subject to complex investigations or legal requirements.

6. Approved refunds

Approved refunds will ordinarily be sent to the original payment method or, where that is not technically possible, to a verified account belonging to the payer. SiteOwl will initiate an approved refund within fifteen (15) business days. A bank or payment provider may require additional processing time.

The Client is responsible for accurate refund details. We may deduct only those fees or amounts that applicable law and the original payment terms permit.

7. Consumer withdrawal rights outside the Philippines

Clients purchasing as consumers in another country may have mandatory cancellation or cooling-off rights. For example, certain consumers in the European Union may have a 14-day withdrawal period for an online service contract, subject to rules for services that begin during that period.

Where such a right applies, SiteOwl will provide the required information and honour it. If you expressly ask SiteOwl to begin work during a statutory withdrawal period, you may be required to pay for service proportionately performed before withdrawal, and the right may end once the service has been fully performed where the law permits and the required acknowledgement was obtained.

8. Contact and complaints

Questions or complaints about a cancellation, payment or refund should be sent to billing@siteowl.online. You may also have the right to approach the consumer-protection authority or dispute-resolution body available under applicable law.