Cancellation policy

How to cancel

Cancel from your billing screen, in the portal or the app, or email billing@kitso.co.uk. There is no retention flow, no phone call and no cancellation fee.

If you never go ahead

If you look at your preview and decide not to go ahead, there is nothing to cancel and nothing to pay. The preview is taken down when its 24 hour window closes. We keep your answers and account for twelve months in case you come back, then delete them, or sooner if you ask.

Refunds

If you cancel within 14 days of your first payment, we refund it in full. After that we do not refund part of a period already started, and an extra you have switched on, such as a business email inbox, runs to the end of the month already paid for.

What happens to your site

Your site stays up until the end of the period you have already paid for, and comes down then rather than on the day you cancel.

When your subscription ends you can no longer send payment requests through us. Your Stripe account and your accounting software are yours and stay open unless you close them. Disconnect anything you connected, and remove your team, before you go.

Your business email

A business email inbox ends when your subscription ends, or when you turn it off. When it ends, the inbox and every email in it are deleted and cannot be brought back, so save anything you want to keep first.

Your domain

Your domain stays yours. Ask us and we will transfer it to you, after which you pay for its renewal. If you do not ask, we stop renewing it and it will eventually lapse.

Your content and your data

Download your data from Sign in and alerts in your portal before you go. The download holds your enquiries, customers, jobs, quotes, invoices and costs. Ask us for anything it does not include.

Once your website files are yours you can download them from Billing. Before then you can buy them from Billing.

Twelve months after you leave we delete your account, your site content, your enquiries and your customer and team records, unless you come back before then. You can ask us to delete them sooner. Records of what you paid us are kept for at least six years because tax law requires it.

Cancelling is not the same as deleting your account. If you would rather everything went straight away, you can delete your account yourself, and the data deletion page sets out what that removes.

If a payment fails

That is not a cancellation. Your site stays up for 14 days while we try again, then goes offline until the payment is sorted. Nothing is deleted while that happens.