Refund Policy

The 30-day money-back guarantee

If you are not satisfied with Stillpoint CRM, request a refund within 30 days of your original purchase and we will refund it in full. No interrogation required — though we always appreciate hearing what didn't work, because that is how the product gets better.

How to request a refund

There are two routes, and either is fine:

• Through Freemius — Freemius is our merchant of record and processed your payment. Use the link in your purchase or licence email to open your customer portal, where you can request a refund directly.
• Through us — email us via the contact page with the email address used at purchase, choosing “Billing” as the subject, and we will raise it with Freemius on your behalf.

Refunds are returned to the original payment method. Freemius typically processes them within a few business days, after which your bank or card issuer may take a little longer to show the credit.

What's covered

The guarantee covers first-time purchases of any tier — Starter, Pro or Agency — on both monthly and yearly billing. Taxes collected at checkout are refunded with the licence fee.

What's not covered

• Renewals. The guarantee applies to your initial purchase, not to subsequent renewal payments. Cancel before a renewal date if you don't want to be billed again — see below.
• Requests after 30 days. Outside the window we'll still read your email and we do consider genuine exceptions, such as a renewal charged immediately after a missed cancellation, but it's discretionary rather than guaranteed.
• Abuse. Repeated purchase-and-refund cycles, or refund requests where the licence has been used in breach of the Terms of Service.

Cancellation and renewals

Subscriptions renew automatically — monthly or annually, matching what you chose at checkout — until you cancel. You can cancel any time from your Freemius customer portal or by emailing us. Cancelling stops future charges; it is not itself a refund request, and you keep access for the remainder of the period you have already paid for.

After a refund or expiry

When a licence is refunded or lapses, your licence key is deactivated. Because Stillpoint is self-hosted, your data stays on your server and remains accessible and exportable. The core CRM keeps working on it; premium and ecommerce features, automatic updates and support entitlement pause. Nothing is deleted and you are never locked out of your own records.