1. Overview & who this applies to
This policy explains how cancellations, refunds and the statutory right of withdrawal work for the Sigmira product-customizer SaaS subscription ("the Service"). It forms part of, and should be read together with, our Terms of Service and our Privacy Notice.
Sigmira offers the Service on plans (Starter, Growth and Pro, billed monthly or annually; Enterprise on individually agreed terms), following a 14-day free trial. How you pay depends on your platform: WooCommerce merchants pay through Paddle as Merchant of Record, and Shopify merchants pay through Shopify Billing on their Shopify invoice (see Section 4).
Your rights depend on whether you are a consumer or a business:
- Consumers — a natural person acting wholly or mainly outside their trade, business, craft or profession. Consumers benefit from the mandatory protections of EU and Dutch consumer law, including the 14-day right of withdrawal described in Section 5.
- Businesses (B2B) — anyone (including sole traders, companies and organisations) subscribing for purposes related to their trade, business, craft or profession. Because the Service is a tool used to run an online store, the substantial majority of our customers are businesses. Businesses have no statutory right of withdrawal and no voluntary refund (see Section 11).
Where this policy describes consumer rights, nothing in it limits or replaces the mandatory rights you have under Dutch law (Title 5, Section 2B of Book 6 of the Dutch Civil Code) and the EU Consumer Rights Directive 2011/83/EU. Any term that conflicts with those mandatory rights does not apply to consumers to the extent of the conflict.
2. Free trial
- Every new subscription starts with a 14-day free trial, unless a different trial period is shown at sign-up or in the Shopify approval screen. You are not charged during the trial.
- You can use the Service during the trial and cancel at any time before it ends at no cost (see Section 3).
- WooCommerce merchants: payment details are collected by Paddle at sign-up, but no charge is taken during the trial.
- Shopify merchants: you approve the plan in your Shopify admin; no charge is added to your Shopify invoice during the trial.
- What happens at the end of the trial: unless you cancel before the trial ends, your subscription automatically converts to the paid plan you selected. The first charge is then taken by Paddle (WooCommerce merchants) or added to your Shopify invoice (Shopify merchants). From that point the normal billing cycle (monthly or annual) applies.
- How to avoid being charged: cancel before the trial period ends. Once you cancel during the trial, no payment is taken and your access continues until the end of the trial period.
3. How to cancel
You can cancel your subscription at any time, with no cancellation fee:
WooCommerce merchants:
- In your dashboard: open Sigmira → License, click Manage plan, then Cancel subscription at the bottom of the dialog. You confirm the cancellation on Paddle’s secure page. If your account is paused because of a payment problem, the Cancel subscription link is on that screen; or
- By email: send a cancellation request to hello@sigmira.com from the email address on your account.
Shopify merchants:
- In the Sigmira app: cancel your plan inside the Sigmira app in your Shopify admin; or
- By uninstalling the app: uninstalling the Sigmira app also ends the subscription, and Shopify stops billing the app’s charges. Unlike cancelling, uninstalling ends your access immediately. Your shop’s data is then erased as described in Section 10.
Effect of cancellation:
- Your cancellation stops future renewals: no further charges after the current paid period.
- Your access continues until the end of the period you have already paid for (the end of the current monthly or annual term, or the end of the trial if you cancel during the trial). This applies when you cancel; if you uninstall the Sigmira app from a Shopify store, access ends immediately.
- Cancelling is not the same as exercising the statutory right of withdrawal. If you are a consumer within your 14-day withdrawal window and want a refund (not just to stop future billing), see Section 5.
4. Billing & refunds: Paddle (WooCommerce) or Shopify Billing (Shopify)
4.1 WooCommerce merchants: Paddle as Merchant of Record
For WooCommerce merchants, Sigmira sells the Service through Paddle.com Market Ltd ("Paddle"), which acts as the Merchant of Record. This means:
- Paddle is the seller of record for the transaction. Paddle charges your payment method, issues the invoice/receipt, and determines, charges, collects and remits applicable VAT/sales tax/GST.
- Paddle processes all refunds and handles disputes and chargebacks, under Paddle’s Buyer Terms, which apply to your purchase alongside this policy.
- You cancel the subscription itself with Sigmira (dashboard or email, per Section 3); the movement of money (charges and any refunds) is carried out by Paddle.
How to request a refund (where one is due under this policy or by law):
- Contact hello@sigmira.com, stating your account email, the charge date/amount, and the reason (for consumers exercising withdrawal, see the form in Section 5); and/or
- Use the "Manage / refund" link on the Paddle invoice/receipt email you received, or contact Paddle Buyer Support directly.
We will work with Paddle to process any refund you are legally entitled to.
Refund timing: Paddle initiates approved refunds to your original payment method. The time for funds to appear depends on your bank or card issuer.
4.2 Shopify merchants: Shopify Billing
For Shopify merchants, you approve Sigmira’s charges in your Shopify admin, and Shopify adds them to your Shopify invoice and collects them with the payment method you have on file with Shopify. Sigmira does not receive or store your payment details.
Where a refund is due under this policy or by law, it is issued as a refund or credit through Shopify Billing and appears on your Shopify invoice. To request one, email hello@sigmira.com with your shop domain, the charge and the reason.
5. Consumer right of withdrawal (14-day cooling-off period)
This Section applies to consumers only. (Businesses: see Section 11.)
5.1 Your 14-day right
As a consumer buying a service at a distance, you have the right to withdraw from the contract within 14 days without giving any reason. For a service such as a SaaS subscription, the 14-day period runs from the day the contract is concluded (the day you complete your paid order).
Because the subscription starts with a 14-day free trial during which you are not charged, in the ordinary course you will not have paid anything during the cooling-off window, and you can simply cancel during the trial (Section 3) at no cost.
5.2 How to withdraw
To exercise your right of withdrawal within the 14 days, make a clear statement of your decision. You can email us at hello@sigmira.com with an unambiguous statement (e.g. "I withdraw from my Sigmira subscription contract"), or use the Model Withdrawal Form in Section 5.4. You may use any clear wording; the model form is optional. To meet the deadline, it is enough that you send your communication before the 14-day period expires. We will acknowledge receipt on a durable medium (e.g. by email).
5.3 Losing the right of withdrawal — when, and only when, it applies
A consumer can lose the 14-day withdrawal right for a digital service that begins during the cooling-off period, but only if both of the following are true (the legal test under Art. 16(a)/(m) of Directive 2011/83/EU and Art. 6:230p of the Dutch Civil Code):
- you gave your express prior consent for performance of the Service to begin during the 14-day withdrawal period; and
- you acknowledged that, once performance has fully begun (and is completed within the period), you will lose your right of withdrawal; and, where the service is supplied during the period without being fully completed, that you accept paying a proportionate amount for what has been supplied if you then withdraw (see Section 6).
If you did not give both that express consent and that acknowledgement, you keep your full right of withdrawal and are entitled to a refund of anything paid if you withdraw in time.
At present we do not ask for this consent and acknowledgement during checkout. That means consumers keep their full 14-day right of withdrawal described in Section 5.1. If we introduce a consent step at checkout in the future, it will be a clear statement you must affirmatively agree to, and this policy will be updated.
5.4 Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract. You are not obliged to use it.)
To: Sigmira
Verdiweg 671, 3816 KW Amersfoort, The Netherlands
Email: hello@sigmira.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*)
contract for the supply of the following service:
Service: Sigmira subscription — plan: ____________________
Ordered on (*): __________________________________
Account email: __________________________________
Name of consumer(s): __________________________________
Address of consumer(s):__________________________________
Signature of consumer(s) (only if this form is notified on paper):
__________________________________
Date: __________________________________
(*) Delete as appropriate.6. Refund timing for valid withdrawals (and any deduction)
Where you (as a consumer) validly withdraw under Section 5:
- We will reimburse all payments received from you for the withdrawn contract without undue delay and in any event within 14 days of the day we are informed of your decision.
- We will use the same means of payment you used originally (processed via Paddle for WooCommerce merchants, or as a refund or credit through Shopify Billing for Shopify merchants), and you will not incur any fees as a result.
- If a refund is issued, access to the Service ends when the refund is approved.
- Deduction for service already supplied: if you expressly requested that the Service begin during the withdrawal period and you then withdraw before it ends, you must pay a proportionate amount for what was actually supplied up to the point you withdrew, compared with the full contract price. In practice, because of the 14-day free trial you are typically not charged during the cooling-off window, so there is usually nothing to deduct and nothing paid to refund. You owe nothing for any service supplied during the withdrawal period if we failed to give you the pre-contract information about the withdrawal right and the proportionate-payment rule.
7. No voluntary refunds after the trial (change of mind)
Outside the statutory consumer right of withdrawal, Sigmira does not give voluntary refunds once a paid charge has been taken, including for change of mind, lack of use, or forgetting to cancel before a renewal. We provide a 14-day free trial precisely so you can fully evaluate the Service before any payment is taken.
This "no voluntary refunds" rule is stated plainly so there is no misunderstanding. It is expressly without prejudice to, and does not limit, any mandatory statutory rights a consumer has, in particular the right of withdrawal in Section 5 and any remedies for a service that is not as described or not of the required quality. Where the law gives a consumer a refund, that refund is honoured regardless of this Section.
8. Annual plans
- Annual plans are paid upfront for a 12-month term.
- If you cancel an annual plan part-way through the term, your subscription does not auto-renew and your access continues until the end of the paid 12-month term. We do not provide a pro-rata refund for the unused remainder.
- This is subject to consumers’ statutory rights: a consumer who validly withdraws within the 14-day window (Section 5) is refunded under Section 6, the same as on a monthly plan. The "no pro-rata refund" rule concerns cancellations after the withdrawal window has passed.
Plan changes (WooCommerce merchants). Upgrades take effect immediately and Paddle charges the prorated difference for the rest of the current period. Downgrades, and switches to a cheaper billing cycle, take effect at the end of the current period; no credit or refund is given for the remainder. During the free trial, plan switches are free and immediate.
Plan changes (Shopify merchants). You change plans inside the Sigmira app and approve the new plan in your Shopify admin, which shows the price before you approve it.
Order credits. Order credits are one-off purchases. WooCommerce merchants buy them through Paddle; Shopify merchants approve them as a one-time charge through Shopify Billing. Purchased order credits do not expire while your account exists. If your account data is deleted after your subscription ends (see Section 10 of this policy and Section 17.4 of our Terms of Service), any unused credits lapse with it. Order credits are not refundable once purchased, except where the law requires it.
Failed renewal payments (WooCommerce merchants). If a renewal payment fails, Paddle retries it. Your dashboard is paused immediately and your storefront customizer stops working after 7 days; if payment is not recovered, the subscription is paused.
Unpaid charges (Shopify merchants). Sigmira’s charges are part of your Shopify invoice. If that invoice is not paid, we may suspend the Service as set out in Section 17.1 of our Terms of Service.
9. Chargebacks
This Section applies to WooCommerce merchants, whose payments run through Paddle. Shopify merchants: if you believe a charge on your Shopify invoice is wrong, please contact us first at hello@sigmira.com; disputes about your Shopify invoice itself are handled through Shopify.
If you believe a charge is wrong, please contact us first at hello@sigmira.com, or use Paddle Buyer Support; most issues are resolved quickly that way. As Merchant of Record, Paddle handles disputes and chargebacks raised through your bank or card issuer. Starting a chargeback instead of requesting a refund can delay resolution. Where a chargeback relates to a contract you validly entered and from which you have not withdrawn, access to your account is suspended while the chargeback is open; contact us to restore it if the dispute is resolved in your favour. Nothing here affects a consumer’s right to dispute an unauthorised transaction with their payment provider.
10. What happens to your data after cancellation
When your subscription ends (by cancellation, withdrawal, or non-renewal):
- Your access to the Service ends at the end of your access period.
- Shopify merchants: when you uninstall the Sigmira app, Shopify asks us 48 hours later to erase your shop’s data, and we erase it within 30 days of that request. If you reinstall the app before then, your data is kept.
- WooCommerce merchants: we keep your account data and configuration, including your stores’ order designs and files, for 180 days after your subscription ends so you can reactivate, and then delete it. We email you 30 days and 10 days before deletion. The plugin’s own data in your WordPress site is not affected.
- We keep our own transaction records (subscription and charge identifiers, amounts and dates) for as long as Dutch tax law requires. Invoices for WooCommerce merchants are issued and kept by Paddle; Shopify merchants find their Sigmira charges on their Shopify invoice.
- You can request earlier deletion or an export of your data by emailing hello@sigmira.com.
- Our handling of personal data is governed by our Privacy Notice, which you should read alongside this policy.
11. Businesses (B2B): no withdrawal right, no refund
If you subscribe as a business (for purposes related to your trade, business, craft or profession):
- The statutory 14-day right of withdrawal does not apply to you; it is a consumer-only protection.
- No voluntary refunds are given once a paid charge has been taken (including no pro-rata refund on annual plans), beyond anything expressly agreed in writing with Sigmira.
- You can still cancel at any time to stop future renewals (Section 3), with access continuing to the end of the paid period.
This reflects that the Service is a business tool and that business buyers fall outside consumer-protection law.
12. Contact for refund & cancellation queries
Sigmira — a trade name of Quincy van der Ree, a sole proprietorship (eenmanszaak) established in the Netherlands
Verdiweg 671, 3816 KW Amersfoort, The Netherlands
Email: hello@sigmira.com
KvK (Dutch Chamber of Commerce): 82195757
VAT: NL003652487B20
WooCommerce merchants may also contact Paddle Buyer Support for invoices, payment, refunds and chargebacks (Paddle is the Merchant of Record); a link is included on every Paddle receipt. Shopify merchants find their Sigmira charges on their Shopify invoice.