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Subscription and refund policy

Last updated 29 October 2026

The short version

  • 30-day free trial, no card needed.
  • Basic £29.99 a month, Full £89.99 a month, billed monthly in advance.
  • Cancel any time. Your plan runs to the end of the month you have paid for.
  • No refunds for part-months, except where the law says otherwise.
  • If a payment fails, your shop is paused, not deleted.

This policy forms part of our Terms of service. If anything here differs from the terms, this policy applies to billing and refunds.

Free trial

Every new account starts with a 30-day free trial. You do not need to enter card details to start, so there is nothing to cancel if you decide Merchella is not for you.

  • During the trial you can build and set up your shop.
  • To keep your shop running, choose a plan before the trial ends.
  • If you do not choose a plan, your shop is paused. We do not charge you anything.
  • Trials are one per business.

Plans and prices

Basic
£29.99 a month.
Full
£89.99 a month.

What each plan includes is shown on our pricing page. Prices are in pounds sterling. Where VAT applies, it will be shown on your invoice.

Merchella does not take a fee on your sales. Shoppers pay through PayPal, and you pay PayPal's own fees directly to PayPal. Those fees are set by PayPal and are not covered by this policy.

How billing works

  • You are billed monthly in advance, starting on the day you choose a plan.
  • Each month's payment is taken on the same date as your first payment (or the nearest date in shorter months).
  • We send you a receipt or invoice for each payment.
  • Keep your payment details up to date to avoid interruptions.

Changing plans

You can change plan at any time from the Command admin area.

Upgrading
The new plan starts straight away. We will either charge the difference for the rest of the current month, or start a new billing month on the new price. We will show you what you will pay before you confirm.
Downgrading
The change takes effect at the start of your next billing month. Until then you keep the features of your current plan. Features not in the lower plan stop working when the change takes effect.

Price changes

If we change our prices, we will email you at least 30 days before the new price applies to you. If you do not want to pay the new price, you can change plan or cancel before it starts.

Failed payments

If we cannot take a payment:

  1. We email you to let you know, and try again over the following days.
  2. You can update your payment details in the Command admin area at any time.
  3. If payment still cannot be taken, your shop is paused. Shoppers cannot place orders, but your shop, products, orders and settings are kept.
  4. Once you pay what is owed, your shop is switched back on.

If a shop stays paused for a long time without payment, we may close the account. We will email you before we do, and the rules in "After you close your account" below then apply.

Cancelling

You can cancel any time from the Command admin area, or by emailing us. There is no cancellation fee and no minimum term.

  • Your plan stays active until the end of the billing month you have already paid for.
  • After that, you will not be charged again and your shop will close.
  • You can change your mind and keep your plan any time before the end of the billing month.

Refunds

Because you can try everything free first, and you can cancel any time, we do not give refunds for part-months or unused time, including when you cancel or downgrade part way through a month.

We will give a refund where:

  • we charged you by mistake, for example twice for the same month;
  • we charged you after you had cancelled correctly; or
  • the law requires us to, for example if the service was not provided as described.

To ask for a refund, email support@merchella.com with your account details and what happened. Refunds go back to the payment method you used.

Exporting your data

While your account is open, including while it is paused, you can export your data, such as products, orders and customer lists, from the Command admin area. We recommend you do this before you cancel.

After you close your account

  • When your plan ends, your shop goes offline and shoppers can no longer visit it or place orders.
  • We keep your account data for a limited time afterwards, so you can come back or ask us for an export.
  • After that, we delete your shop data, including your shoppers' personal data, as set out in our Data processing agreement.
  • We keep billing records for as long as tax and accounting law requires.
  • If you use your own domain, it stays registered with whoever you bought it from. You may need to point it somewhere else.

If you want your data deleted sooner, email privacy@merchella.com.

If we close your account

If we close your account for a reason other than a breach of our terms, we will give you notice and refund any fees you have paid for time after the closure date.

Contact

Questions about billing? Email support@merchella.com. Merchella is run by Northstar Ridge Ltd, a company registered in England and Wales (number [COMPANY NUMBER]), [REGISTERED ADDRESS].