This policy explains how refunds work on paid TurnKey Directories licences: what is covered, what is not, how a refund is processed, and how to ask for one. It applies to every purchase made from us and forms part of our Terms of Service.
Every paid licence comes with a 30-day money-back guarantee. If TurnKey Directories isn’t right for your project, email us within 30 days of your purchase and we refund it in full. No form to fill in, no exit survey, no retention call.
The rest of this page is the long version. It is written to be read, not to be survived.
This policy applies to paid TurnKey Directories licences bought directly from us — one-time and annual, on every tier: Starter, Growth, Pro and Agency. It covers the licence fee itself and any tax we collected on top of it.
The free plugin is not covered, because there is nothing to refund. The version on WordPress.org costs nothing, has no listing cap, and you can keep running it for as long as you like — before a purchase, after a refund, or instead of ever buying anything.
If you bought a licence through someone other than us — a bundle, a reseller, a marketplace — your refund is handled by whoever took your payment, under their policy. Forward us the receipt and we will point you at the right place.
You have 30 calendar days from the date of purchase — the date on your invoice — to ask for your money back. We refund the full amount you paid, including VAT or sales tax. There is no restocking fee, no processing fee, and no deduction for time used.
You do not have to justify it. These are the reasons we hear most, and every one of them qualifies:
We would rather fix it than refund it. If something is broken, tell us first — most of what looks like a dead end is a setting, a server limit or a plugin conflict, and we have seen it before. But you are never obliged to let us try, and asking for help does not pause, shorten or forfeit your 30 days.
If you are a consumer in the European Union or the United Kingdom, you normally have a 14-day right of withdrawal on anything bought at a distance. Digital content is the exception: because your licence key and download are delivered immediately, checkout asks you to agree to that immediate delivery and to acknowledge that doing so ends the statutory withdrawal right once delivery has begun.
Our 30-day guarantee is offered voluntarily on top of that. It is longer than the statutory window, and it survives immediate delivery, which the statutory right does not. Nothing on this page limits or replaces any right you have under mandatory consumer law, and where the two conflict, the law wins.
Past day 30 there is no automatic refund. We would rather say that plainly than bury it. Two situations we will still look at, one by one:
The usual outcome in both cases is a prorated credit toward a future purchase or renewal rather than money returned to your card. It is a goodwill decision made by a person, not an entitlement you can claim, and we will not pretend otherwise.
Upgrades are lossless. Moving up a tier costs the difference between what you already paid and the new tier’s price — never the full price a second time. So buying the wrong tier is rarely a reason to refund; it is usually a reason to upgrade.
An upgrade payment carries its own 30-day guarantee on the amount you paid to upgrade. Refunding it puts you back on the tier you were on before; it does not cancel the original licence underneath it.
If you upgrade, then find you do not actually need what the higher tier added, and you are outside the 30 days, tell us anyway — we may apply a prorated credit toward future billing. Downgrades on annual plans take effect at the next renewal. One-time licences do not downgrade: what you bought stays yours.
You can cancel an annual plan at any time from the customer portal. Cancelling stops the next renewal and leaves the current term running to its end date — you keep everything you paid for until then. The first payment on an annual plan is covered by the 30-day guarantee like any other purchase.
If a renewal goes through and you meant to have cancelled, email us within 14 days of the charge. As long as the new term has not been used, we refund it and close the plan.
Cancelling is not the same as deleting. When an annual licence lapses it goes read-only for a 30-day grace period — existing listings keep serving, new listings and admin write actions stop. After that the admin dashboard and portal lock, and your published listings still serve. Your data stays in your own WordPress database throughout.
One email, with the word Refund in the subject line. That is the whole process. Include:
We reply to confirm rather than to argue. The refund goes back to the original payment method — we cannot send it anywhere else — and the licence key is deactivated at the same time. We process refunds within 3 business days and, where the statutory right of withdrawal applies, always within the 14 days the law allows.
After that it is your bank’s clock, not ours: card issuers typically take a further 5–10 business days to show the money back on your statement. Any tax collected at checkout is returned with the purchase price. Refunds are issued in the currency you were charged in, so if your bank converted the payment, the amount that lands back can differ slightly from what left — that gap is the exchange rate, not a deduction.
Send it here. If you would rather check an invoice or a licence key first, both are self-serve in the customer portal.
The licence key is deactivated when the refund is issued, and the paid features stop at the next licence check: monetisation and the customer portal, display ad zones, gated listing features, the Network Hub, and the higher import ceilings.
Your data stays yours. Listings, categories, images, imported records and settings all live in your own WordPress database. We do not delete anything from your site, and you can keep running the free plugin from WordPress.org — it has no listing cap, so your directory keeps serving.
Please email us before you call your bank. Inside 30 days you were going to get the refund anyway, and a dispute only makes it slower and more expensive for both of us.
A chargeback opened without contacting us first is treated as a request to end the licence: the key is deactivated, and we may decline future purchases from the same account. We keep order and delivery records and will respond to disputes with them. If a chargeback was a genuine mistake, say so — we will help you withdraw it rather than hold it against you.
We may revise this policy — to make it clearer, or because the law or the product changed. Every revision is dated at the top of this page. The version in force on the day you bought is the version that applies to your purchase, so a later edit can never shorten a window you already had.