How-to guide
Withdraw from a purchase
Changed your mind within 14 days of buying on the web? Withdraw in SemPost in a few clicks, and see what happens to your plan, your credits and your money.
If you bought a plan, a credit pack or an extra social account on the web as a consumer in the EU, the EEA, the UK or Türkiye, you can withdraw from that purchase within 14 days, without giving a reason. The same goes for a plan change you paid for at once: a bigger plan, or a switch from monthly to yearly billing. You don't need to write to anyone: the Billing page has a button for it. You confirm in two steps, an email confirms your withdrawal at once, and SemPost refunds what you didn't use within 14 days.
Where to find it
On Settings › Billing, the owner sees the card Withdraw from a purchase. It lists every purchase made on the web whose 14 days are still running, with the line Bought on …. You can withdraw until …. A plan change shows as, for example, Plan change: Growth → Pro (monthly) or Plan change: Growth (monthly → yearly). A purchase shows up once its payment has gone through, at the same time as its confirmation email. When no purchase is within its 14 days, the card isn't there.
The card is also on the screen of a workspace waiting for its deletion, so you can still withdraw after deleting the workspace.
Withdraw
Find the purchase
Go to Settings › Billing. On Withdraw from a purchase, find the plan, credit pack, extra social account or plan change and press Withdraw from contract here beside it.
Check your details
The Withdraw from the contract window shows Your name, filled in from your profile: correct it if needed. Under Contract you see what you bought and when, and under We send the acknowledgement to the address the confirmation goes to. The line under them says what happens next for this kind of purchase.
Confirm
Press Confirm withdrawal. If you'd rather keep the purchase, press Keep the purchase: nothing changes.
Keep the confirmation
The window shows Received on … with the date and time. The email We received your withdrawal arrives at once, with your name, the contract, the day you bought it, the payment reference and when your withdrawal arrived. Keep it. On the card, the purchase now shows Withdrawn and You withdrew on …. We refund within 14 days of that day.
What happens next
| You withdrew from | What happens at once | What you get back |
|---|---|---|
| A plan | The subscription ends and the plan closes: generation, automation and publishing stop, your data stays, and social accounts are disconnected 48 hours later. | What you paid, minus the larger of the share of the billing period that had passed and the share of its plan credits you used. |
| A credit pack | The pack's unused credits are taken back. Credit activity shows them as Refund, with the reason Taken back after a withdrawal. | The price of the credits you hadn't used. |
| An extra social account | SemPost removes it from your subscription. | What you paid for it, minus the share of its billing period that had passed. |
| A bigger plan | The workspace goes back to the plan it had before, from now and without a new charge. The credits the change added that you haven't used are taken back: Credit activity shows them as Refund, with the reason Taken back after a withdrawal. | What you paid for the change, minus the larger of the share of its time that had passed (from the change to the end of the billing period) and the share of the credits it added that you used. |
| Monthly to yearly billing | The subscription ends and the plan closes, as for a plan. | What you paid for the yearly period, minus the larger of the share of the year that had passed and the share of its plan credits you used. |
Four examples:
- Starter for $29 a month, withdrawn after 6 days with 400 of its 800 credits used: 20% of the month had passed and 50% of the credits were used. The larger share counts, so you get 50% back: $14.50.
- 3,000 credits for $33, of which you used 500: the 2,500 unused credits are taken back at once and you get $27.50 back.
- An extra social account bought for $2.50, the share for the 15 days left of a month, withdrawn 3 days later: 3 of those 15 days had passed (20%), so you get $2.00 back.
- Growth to Pro halfway through the month for $40, which added 1,500 credits, withdrawn 3 days later with 600 of them used: 3 of the 15 days had passed (20%) and 40% of the added credits were used, so you get 60% back: $24. Your plan's own credits for the month are spent before the ones a change adds.
SemPost sends the refund within 14 days of your withdrawal, to the payment method you used, at no cost to you. Link, which handled the payment, emails its receipt for it. When the refund is made, the credits that payment loaded are taken back as far as they're still unused, as with any refund.
To use SemPost again after withdrawing from a plan, buy a plan again in Settings › Billing. After withdrawing from a bigger plan, the previous plan's limits apply again: stores, members, rules and social accounts you added beyond them stay, but you can't add more until you're within them.
Good to know
- The right is a consumer's. If you bought for a business, you have no right of withdrawal under the Terms of Service. To stop paying, cancel the subscription instead: it then runs to the end of the period you paid for. See Cancelling and refunds.
- Other ways to withdraw. Within the 14 days you can also send a clear statement to [email protected], by post, or through Link's support. The Refund and Cancellation Policy has a model form and the address; you don't have to use the form.
- Purchases through Shopify aren't here. SemPost in the Shopify app is sold to merchants for their business, and Shopify bills it: see Paying through Shopify.
If something goes wrong
- The card isn't on the Billing page. Only an owner sees it, and only while a purchase made on the web is within its 14 days. A purchase you just paid for shows up once the payment has gone through: reload the page a minute later.
- This purchase cannot be withdrawn from here. Write to [email protected]. Within the 14 days, write to that address and say which purchase you withdraw from: an email is a valid way to withdraw too.
- The 14-day withdrawal period of this purchase has ended. You can still cancel the subscription at the end of its period.
- You have already withdrawn from this purchase. Your first withdrawal counts; the card shows when it arrived.
- The confirmation email doesn't come. Look in your spam folder. Your withdrawal is recorded even without the email: the window showed when it arrived. If you need the email again, write to [email protected].