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, Pro, Enterprise), billed monthly or annually, following a 14-day free trial. Payments are processed by Paddle as Merchant of Record (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. 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).
- 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, and Paddle takes the first payment on the day the trial ends. 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:
- In your dashboard: log in → Billing / Subscription → Cancel subscription; or
- By email: send a cancellation request to hello@sigmira.com from the email address on your account.
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).
- 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 are processed by Paddle (Merchant of Record)
Sigmira sells the Service through Paddle.com Market Limited ("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 collects and remits VAT/sales tax.
- Paddle processes all refunds and handles 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.
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.
Where this consent and acknowledgement are captured: they are presented to you in the Paddle checkout flow when you start your paid subscription, as a clear statement you must affirmatively agree to before performance begins, and they are repeated in your order confirmation.
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), and you will not incur any fees as a result.
- 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.
9. Chargebacks
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 chargebacks raised through your bank or card issuer. Starting a chargeback instead of requesting a refund can delay resolution and, where it relates to a contract you validly entered and from which you have not withdrawn, may lead to suspension or termination of your account pending the outcome. 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.
- We retain your account data and customizer configurations for up to 6 months after the subscription ends, so you can reactivate without losing your setup, and we then permanently delete or anonymise it, except where we must keep certain records longer to comply with legal obligations (for example, invoicing/VAT records, which Dutch law requires us to keep for 7 years).
- 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
For invoices, payment, refunds and chargebacks, you may also contact Paddle Buyer Support (Paddle is the Merchant of Record); a link is included on every Paddle receipt.