Cancellation Policy

Month to month, cancel anytime, no long lock-in.
Founding offer: no setup fee on monthly plans for our first 20 customers.

Our plans

There are no per-minute charges on any plan.

Setup fee and founding offer

• Monthly plans: setup is one month of your plan fee (Text & Book £69; Standard £149; Pro £299; multi-line plans as quoted).
• Founding offer: no setup fee on monthly plans for our first 20 customers. Setup charges apply again from our 21st customer.
• Yearly plans: setup is always free when you pay for a year in full.
• Once we have started setup work (for example connecting numbers, building automations or configuring Mary), the setup fee is non-refundable.
• If you cancel before we start any setup work, we will refund the setup fee in full (and any subscription prepaid for periods that have not started), less any non-refundable payment-processing costs if applicable.

How to cancel

Send a clear request through the consultation / contact form on sitesecretary.uk, or through any cancellation channel we give you in writing at onboarding. Please include your business name, your plan (Text & Book, Standard, Pro, or a quoted multi-line plan) and the date you want service to stop. We will confirm in writing, so please keep that confirmation.

Month to month: when billing stops

• You can cancel a monthly plan at any time. It ends at the end of the month you have already paid for.
• Cancellation takes effect at the end of your current paid billing period, and you keep access until then.
• You are not charged for the next month once cancellation is confirmed.
• We do not refund the current month's fee once that month has started.
• If you ask us to switch services off immediately, we can, but the current period's fee remains payable unless we agree a goodwill exception in writing.

Example: if your month runs 1–30 September and you cancel on 10 September, you keep access until 30 September and are not billed for October.

Yearly plans

• Cancelling stops automatic renewal for the next year.
• Unused months in a year already started are not refunded, because the yearly price and free setup reflect that commitment.
• If we materially fail to provide the core service for a sustained period and cannot fix it, we will discuss a fair remedy (repair, partial credit, or refund of unused time). See our Terms of Service.
• Free setup on a yearly plan stays free even if you later cancel mid-year.

What is not refundable

Unless required by law or agreed in writing, the following are not refundable:

• Setup fee after work has started
• Monthly fees for a billing period that has already started
• Yearly prepaid fees for a year that has already started
• Third-party costs already spent on your behalf with your approval (for example extra paid media, which is not part of standard plans)

Goodwill

We want long-term relationships, not trapped customers. If something went seriously wrong on our side, contact us via sitesecretary.uk and we will look at a fair outcome.

After you leave

We switch off the automations, numbers and AI features we manage for you at the end of the paid period (or sooner if you ask). Please export any contacts or records you need before access ends. We can help with a reasonable export window where the tools allow. Service data may be deleted or anonymised after a wind-down period, as described in our Privacy Policy, unless the law requires us to keep it longer (for example invoices).

Chargebacks

Please contact us before raising a card chargeback. Chargebacks for fees correctly charged under this policy may lead to account suspension and recovery of the amount plus reasonable costs.

Consumer rights

Site Secretary is aimed at business customers. If UK consumer distance-selling cooling-off rights ever apply to a purchase, those mandatory rights are not removed by this policy.

Changes to this policy

We may update this policy, and the date at the top will change. Cancellations we have already confirmed stay under the rules we confirmed to you in writing.