Every Gratora plan comes with a 14-day money-back guarantee. You do not need to give a reason. This guide covers what you can get back, how to ask, and what a refund does to your license.
What we refund
- A new purchase. Ask within 14 days and we refund it in full.
- A renewal. Ask within 14 days of the renewal charge and we refund that renewal in full.
- An upgrade. Ask within 14 days of the charge for moving to a bigger plan or adding sites, and we refund that charge in full.
- A purchase made twice by mistake. We refund the extra one whenever you tell us, as long as you have not activated it on a site your other license does not already cover.
The 14 days start the day after the payment and end at the end of the 14th day. If that day is a Saturday, a Sunday or a public holiday where you live, you have until the end of the next working day. It is enough to send your request in time.
How to ask
Use whichever is easiest:
- In your account. Sign in at gratora.net/account, open Licenses and click Withdraw from contract here next to the purchase. Check the details and click Confirm withdrawal. The button is there for at least 14 days after each purchase, renewal and upgrade.
- Without signing in. Go to gratora.net/withdraw and give your name, the email address you bought with, and which purchase you mean, then click Confirm withdrawal.
- By a support request. Go to the help center, click Submit a request and tell us which purchase you want refunded.
Any clear message is enough, and we confirm by email that it has reached us. After the button or the withdrawal page, that email repeats what you sent and when it arrived.
How the refund is paid
We refund the full amount of that payment, in the currency you paid, to the payment method you used, through Stripe. There is no charge for a refund. We send it within 14 days of your request, and your bank can take a few more days to show it.
What a refund does to your license
A refund of a purchase, a renewal or a duplicate ends that license straight away and stops it from renewing. The License screen on your sites shows Revoked, and updates, downloads and support for the add-ons stop. The add-ons you installed keep working. They are free software under the GPL, and you may keep using them.
A refund of an upgrade puts the license back on the plan you had before, with its renewal date unchanged. Add-ons that were only in the bigger plan stop receiving updates but keep working where they are installed. If your earlier plan covers fewer sites, each add-on keeps the sites that checked in with it most recently.
Your right of withdrawal in the EU, the EEA and the UK
If you are a consumer living in the European Union, the European Economic Area or the United Kingdom, the law gives you 14 days to withdraw from the contract without giving a reason. Our guarantee gives you the same 14 days and the same full refund, so a request under either one is handled the same way, through any of the options above.
You keep this right even if you have already downloaded, activated or used the add-ons, and you pay nothing for that use. We never ask you to give it up at checkout.
After 14 days
After the 14 days, payments are not refundable, except for purchases made twice by mistake and wherever the law requires a refund. Canceling stops future renewals: see Renewals, failed payments and canceling. Our Terms set out the full rules.