Reference → SGEN Refund and Cancellation Policy

Refund and Cancellation Policy

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This page describes how cancellations work on SGEN paid subscriptions and the narrow circumstances under which SGEN may refund a charge. It is part of our Terms of Service and applies to every paid SGEN plan, Suite, add-on, and one-time service fee.

This policy is written for SGEN's business customers ("Merchant," "Account Holder," "you"). SGEN sells primarily to businesses, agencies, and operators using the platform commercially. Where you are purchasing as a consumer protected by mandatory local law, that local law applies in addition to the terms below.

The default

All fees paid to SGEN are non-refundable. This includes subscription fees, Suite fees, capacity add-on fees, and one-time service fees, whether paid by card, bank transfer, or any other method we accept.

Cancellation stops future billing. It does not refund the billing period already paid.

Try before you buy — the Sandbox tier

Every SGEN account can use the Sandbox tier at no cost. The Sandbox tier is a real working SGEN site with access to the platform's core capabilities, intended for evaluation before committing to a paid plan.

We expect prospective customers to use Sandbox for evaluation. The paid tiers (Launch, Grow, Scale, Multi, Enterprise) are sold on the basis that you have already evaluated SGEN through Sandbox or are committing on the strength of that option being available. We do not offer separate trial periods on the paid tiers.

Cancellation

You can cancel any paid subscription from your SGEN dashboard at any time:

  1. Open Dashboard → Billing → Subscription.
  2. Select Cancel subscription.
  3. Confirm.
Cancellation takes effect immediately for billing purposes — your account stops accruing future charges. You retain access to the paid features for the remainder of the billing period already paid. After the period ends, the account moves to a read-only state where available, and your content is retained for the period described in the Data Processing Addendum before deletion.

You can also cancel individual Suites and capacity add-ons the same way. Cancelling a Suite does not cancel the underlying plan; cancelling the plan cancels the entire account.

No refunds for unused capacity

SGEN's paid plans are sold as capacity rights — a Launch plan gives you one production site and 20,000 visits per month, a Scale plan gives you ten sites and 200,000 visits per month, and so on. These rights are available to you for the entire billing period regardless of how much of the capacity you use.

We do not refund unused capacity. Specifically:

  • No refund for unused sites within your tier
  • No refund for unused visits, storage, bandwidth, or seats
  • No refund for unused Suites bundled into your plan
  • No refund for unused add-ons purchased during the billing period
The capacity is yours for the period you paid for. Whether you use it or not is your operational decision.

Plan changes

Downgrades take effect at the start of the next billing cycle. You retain your current tier's capacity until the cycle ends. No refund is issued for the difference between the higher tier you are leaving and the lower tier you are moving to.

Upgrades take effect immediately. The remaining time in the current billing cycle is prorated forward and charged to your payment method on the spot. The customer is billed for the higher tier from the moment of upgrade.

Mid-cycle tier switches do not generate refunds. They reset your billing relationship to the new tier going forward.

One-time service fees

SGEN offers some services for a one-time fee rather than a subscription. The most common is the Migration Concierge service.

Migration Concierge ($249, free at Enterprise tier): refundable in full at any time before SGEN begins migration work. Once work has started — defined as the first action SGEN takes against your source platform or migration spreadsheet — the fee is non-refundable, regardless of the final outcome or completion state.

Other one-time service fees follow the same rule: refundable before work begins, non-refundable once work has started.

Narrow exceptions where SGEN may refund

SGEN may refund a charge at our discretion in the following narrow circumstances:

  1. Duplicate billing. If you are charged twice for the same subscription within the same billing period, write to billing@sgen.com. We will verify and refund the duplicate charge.
  2. Fraudulent charges. If your card was used to subscribe to SGEN without your authorization, contact billing@sgen.com immediately. We will work with you to verify the fraud and refund the disputed amount.
  3. Extended platform unavailability. If the SGEN platform is unavailable for more than 14 consecutive days due to SGEN's confirmed fault — not regional internet issues, not customer-side configuration, not third-party integrations — we may offer service credit toward future billing periods or, at our discretion, a refund for the period of unavailability.
These are the only circumstances in which SGEN initiates a refund. Requests outside these circumstances will be declined.

For the avoidance of doubt: dissatisfaction with the platform, change of business direction, change of mind, failed customer-side launch, accidental upgrades, and missed cancellation deadlines are not grounds for refund. The Sandbox tier exists so customers can evaluate before committing.

Billing errors

If you believe you have been billed incorrectly — wrong tier, post-cancellation charge, double charge, missing credit for a granted refund — contact billing@sgen.com. We will verify and correct the error. This is not the same as a discretionary refund; this is correcting an SGEN-side mistake.

Chargebacks

If you dispute an SGEN charge with your card issuer or bank without first contacting us, your SGEN account may be suspended pending resolution. We will work with you to resolve any billing concern directly — please write to billing@sgen.com before initiating a chargeback.

Chargebacks resolved in SGEN's favour may result in additional fees being charged to the account and may result in account closure at SGEN's discretion.

Tax

Refunds, where issued, are calculated against the net amount you paid for the subscription. Taxes already remitted to a tax authority where those taxes are non-refundable under the relevant jurisdiction's law are not included in the refund.

If you are eligible for a tax-only refund (for example, a tax exemption certificate retroactively applied), contact billing@sgen.com.

Currency

Refunds, where issued, are paid in the currency the original charge was made in. Exchange-rate variations between the charge date and the refund date are not reimbursable. If you paid in a currency other than the one your card or bank account uses, your bank's foreign exchange policies apply.

How long approved refunds take

When SGEN approves a refund under the narrow circumstances above, the refund is issued through the original payment method, typically within 5 to 10 business days. Your bank or card issuer may take additional time to post the credit to your statement.

Sandbox tier

Sandbox tier accounts are free. There are no charges and therefore no refund concept applies. SGEN may suspend or remove inactive Sandbox accounts under the Sandbox Tier rules in our Terms of Service.

Statutory rights

Except where a refund is required by applicable mandatory law in your jurisdiction, SGEN does not issue refunds outside the circumstances above. This policy does not limit any statutory right you have that cannot be waived by contract.

If you believe you have a statutory refund right that applies to your purchase, contact billing@sgen.com with the specific legal basis and the supporting facts. We will review and respond within 10 business days.

Account closure

You may close your account at any time from the dashboard. Account closure stops future billing and removes your subscription. It does not generate a refund for the billing period already paid.

If SGEN closes your account for cause — violation of Terms of Service, violation of Acceptable Use Policy, payment failure, fraud, abuse — no refund is issued for the unused portion of the billing period.

Changes to this policy

SGEN may update this policy from time to time. Material changes to the refund posture (for example, introducing a refund window where none currently exists) will be communicated to active subscribers at least 30 days in advance via the email on file. Continued use of the Service after the change takes effect constitutes acceptance.

Contact

Refund and cancellation questions: billing@sgen.com.

Response time: within 5 business days. Requests outside the circumstances described above will be declined with a brief explanation. SGEN reserves the right to require additional verification before processing any refund.

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