The short version. Cancel a paid plan any time and keep it until the end of the period you've paid for, and try Flight or Soar free for 14 days first. We don't refund partial periods, except in the cases below. A premium template can be refunded within 14 days if you haven't published your shop with it. If you bought something from a freelancer through Perchway, you bought it from them, so ask the freelancer first. If that doesn't fix it, we make sure you're refunded when the work or item wasn't delivered, arrived damaged, isn't what was described, or you were charged by mistake.
This page is part of our Terms of Service. Words like "Freelancer", "Client" and "Paid plans" mean what the Terms say they mean.
1. Perchway subscriptions (Flight and Soar)
- Try first. Each paid plan comes with a 14-day free trial with every feature unlocked. We don't charge you when it ends unless you've chosen a paid plan. If you haven't, your account moves to the Free plan, and nothing you've added is deleted.
- Cancel any time in your account settings, or by emailing [email protected]. Cancelling stops the next renewal. You keep your paid features until the end of the period you've paid for, and then your account moves to the Free plan.
- No refunds for partial periods. If you cancel partway through a month or a year, we don't refund the rest of it, except in these cases:
- Our mistake. If we charged you by mistake, such as twice, or after you cancelled, we'll refund the charge.
- A paid plan that changes for the worse. If we significantly reduce what your paid plan includes during a period you've paid for, you can cancel and get a refund for the unused part of that period.
- If Perchway shuts down, we refund the unused part of any subscription you've paid for in advance.
- When the law requires it. Some places give you a right to cancel and get a refund, and where they do, we follow the law.
To ask for a subscription refund, email [email protected] from your account's email address within 60 days of the charge.
2. Things you buy from a freelancer
When you buy from a Freelancer's shop, invoice or payment link, the Freelancer is the seller and your payment went to them, so refunds come from the Freelancer. This section sets the minimum every Freelancer on Perchway agrees to.
How to ask
- Ask the Freelancer first, from your client portal or with the contact details on their shop. They can refund you straight away, and they decide refunds for change of mind under their own refund policy, shown on their shop.
- If it isn't sorted out within 7 days, or the Freelancer doesn't reply, email [email protected] with your receipt and what went wrong. We'll ask the Freelancer for their side and decide. If you're owed a refund and the Freelancer doesn't give it, we can refund you from their Stripe or PayPal account.
Please ask within 60 days of buying, or of the delivery date you were promised, if that's later.
When you're refunded, whatever the Freelancer's policy says
- It wasn't delivered: by the date you were promised, or within 30 days of paying if no date was given. For a physical item, that means it hasn't arrived by the latest delivery date shown at checkout, or within 30 days of paying if none was shown, and tracking doesn't show it delivered to the address you gave.
- A physical item arrived damaged, and the Freelancer hasn't replaced it.
- It's significantly different from its description, or from what your contract with the Freelancer says, and the Freelancer hasn't fixed it.
- The files are faulty, such as corrupt or missing, and the Freelancer can't replace them.
- You were charged by mistake, such as twice, or someone used your card without permission.
- The law requires a refund.
We may refund in full or in part. For example, for custom work that was partly done, we may refund the part that wasn't delivered. A refund for an item that never arrived, arrived damaged or isn't as described includes what you paid for shipping. The Freelancer may ask you to send a damaged or not-as-described item back first, and pays for the return.
What isn't refunded, unless the Freelancer's policy allows it
- Digital downloads you've downloaded, if they're as described and work, because they can't be returned.
- Custom work you're unhappy with for reasons of taste, when it matches what you agreed. Ask the Freelancer about revisions instead.
- Physical items you've changed your mind about, unless the Freelancer's policy accepts returns. If it does, you usually pay to send the item back, and the original shipping isn't refunded.
- Items made or personalized just for you, when they match what you ordered.
If you live in the EU or the UK
Consumers there can usually cancel a purchase from a business within 14 days. For digital downloads, you're asked at checkout, on the Freelancer's behalf, to agree that delivery starts straight away, and that you lose the right to cancel once the download starts. For services, if you ask the work to start within the 14 days and then cancel, you pay for what was done up to that point. For physical items, the 14 days start when you receive the item, and you may have to pay to send it back. Nothing on this page takes away rights your local law gives you.
Refunds go back to the payment method you paid with. Your bank may take 5 to 10 business days to show them.
3. Premium templates
You can try any template on your own shop in preview before you buy it. After that:
- Changed your mind? Ask within 14 days of buying, before you've published your shop with the template, and we'll refund it.
- If it doesn't work as shown and we can't fix it in reasonable time, we'll refund it.
- If we charged you by mistake, we'll refund the charge.
- When the law requires it, we follow the law.
Otherwise template purchases aren't refunded, including when you change plans or close your account. To ask for a refund, email [email protected] from your account's email address.
4. For Freelancers: refunds of your sales
- You can refund a Client in full or in part from your Perchway dashboard, or your Stripe or PayPal account, at any time.
- Refunds come out of the balance of the account the Client paid into.
- Your own refund policy can be more generous than section 2, but not less. If a Client is owed a refund under section 2 and you don't give it, we may refund them from your Stripe or PayPal account.
- Perchway's fee (5% on Free, 4.25% on Flight, 3.5% on Soar) isn't returned on refunds. The Seller Terms explain refunds and card disputes in full.