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Refund and Cancellation Policy

Version 2026-10-13, effective 13 October 2026. Permanent link

This policy explains how cancelling and refunds work for the Vendure self-serve Plans: Starter, Growth and Scale. It forms part of the Vendure Terms of Service. If the two conflict, the Terms of Service win. Enterprise agreements have their own terms.

Free trials

You can try one Plan free for 14 days, once per Customer Account. You enter card details at signup, and nothing is charged during the trial.

You can cancel a trial free of charge at any time before it ends, in Vendure Console. You keep access until the trial ends, and nothing is charged. You can also change Plan during the trial, with immediate effect, and the trial end stays the same. If you don't cancel, the trial converts into a paid Subscription when it ends (14 days after it started, unless we extended it), and we charge the first payment then. You can also choose to start paying earlier in Vendure Console. The paid term then starts that day.

If you chose an annual commitment, conversion starts your 12-month term. Once the first billing period has started, the refund rules below apply.

How to cancel

A Billing Admin can cancel a Subscription at any time in Vendure Console. Cancelling stops the Subscription from renewing. You can reverse a cancellation before it takes effect, as long as no payment is overdue.

When a cancellation takes effect

Monthly commitment: the Subscription ends at the end of the current monthly billing period. We charge nothing after that.

Annual commitment: a 12-month commitment, billed in monthly instalments at a lower rate. Cancelling stops the Subscription from renewing at the end of the 12 months. It does not end the commitment early. We keep charging the monthly instalments until the 12 months are up, and you keep full access until then.

What happens to your access

Your Plan stays fully active until the cancellation takes effect. After that, access to the Commercial Plugin packages ends, the licence check stops installed Commercial Plugins from working (Terms 10.7), and you must remove them from your environments. If we terminated your Subscription on notice, you first get the 90-day migration period in Terms 6.4. Vendure Core stays free and open source, and you can keep using it.

Your Customer Account in Vendure Console stays available after cancellation, so you can see your invoices and subscribe again later. You can ask us to close it once it has no active Subscription (Terms 18.6).

Refunds

We don't refund a billing period once it has started. This applies to monthly commitments and to each instalment of an annual commitment, including when you cancel or downgrade part-way through a period.

We do refund:

  • duplicate charges; and
  • billing errors, meaning a charge that doesn't match your Plan, your commitment or our price.

Please report these within 60 days of the charge, so we can correct them quickly.

We also refund, and stop any remaining instalments of an annual commitment, where the Terms of Service provide for it:

  • if we can't fix a fault in the Commercial Plugins;
  • if we change a Plan in a way that materially reduces what it includes, offer no reasonable replacement, and you cancel because of it;
  • if you cancel after objecting to a change of the Terms of Service;
  • if we end a Subscription because of an IP claim, or terminate it on notice;
  • if you terminate because of our material breach, or for good cause attributable to us; or
  • if a force majeure event lasts more than 60 days.

If you move a Project to an Enterprise agreement, the remaining instalments of its annual commitment stop from the date the Enterprise agreement starts (Terms 1.4).

How refunds are paid

We refund to the payment method that was charged. We aim to do this within 10 business days of approving the refund. Your bank may take a few more days to show it. If VAT was charged, the refund includes it, and we issue a credit note.

How to request a refund

Email contact@vendure.io with your company name, the Project, the date and amount of the charge, and what went wrong. We reply as soon as we can. Notices under the Terms of Service, such as a termination for breach or an objection to a change, go to legal@vendure.io (Terms 24.1).

Downgrades and upgrades

An upgrade takes effect immediately, and we charge the prorated difference for the rest of the current billing period. An upgrade combined with a move to a monthly commitment takes effect at the next renewal. A downgrade takes effect only at the end of your current commitment, once the higher Plan's capabilities are no longer in use. If the final check fails, your current Plan renews for a further commitment, 12 months on an annual commitment (Terms 8.2). Neither an upgrade nor a downgrade creates a refund.

Chargebacks

Please contact us before you dispute a charge with your bank. We can usually resolve a billing problem faster. If you dispute a charge for an amount that is due, that amount counts as unpaid from the date of the dispute (Terms 6.7).

Rights under law

Nothing in this policy limits rights you have under law that cannot be excluded by contract, such as the consumer guarantees under the Australian Consumer Law (Terms 26).