Refund and cancellation policy

This policy explains how account setup, subscription payments, cancellations, and refunds work for Shushko. It forms part of, and should be read together with, our Terms of service. Capitalized terms used but not defined here have the meaning given to them in our Privacy policy or Terms of service.

1. Building your account

You can use the Platform free of charge while you set up your new account. No payment details are required to create an account, and you will not be charged automatically.

During this period you can add your properties, build a Customer Site, connect your calendars, and see what the Platform will track for you. Nothing is published, nothing is synchronized on a schedule, and nothing is sent outside the Platform.

You have 7 days to complete setup. We may extend this period on request.

To go live you must start a paid subscription. Going live means any of the following: your Customer Site is published; your connected calendars begin synchronizing; compliance deadlines begin being tracked; or a booking is recorded in the Platform, including one you enter yourself.

2. What happens when your access ends

Your access to the Platform ends if you do not start a paid subscription by the end of your setup period, or if a paid subscription is cancelled, expires, or is suspended for non-payment. When that happens:

• Where you have a Customer Site, it will stop accepting new bookings and your content will no longer be published. If the Customer Site is published on a Shushko subdomain, we may use that subdomain in accordance with the Terms of service. If the Customer Site uses a domain you control, that domain remains under your control and, for as long as it continues to resolve to our servers, we may display our own marketing page at that address or redirect it to the Website. We will not publish another Customer Site on a domain you control.
• Access to your account dashboard will be suspended. Your account, Customer Site content, and booking data are retained, not deleted.
• All automated processing stops, including guest communications and calendar synchronization with any connected platforms.

You can restore full access at any time during our data retention period by starting a paid subscription. Suspended activity resumes on payment.

You remain responsible for any confirmed bookings and for communicating with your guests while your account is suspended. We are not liable for bookings, guest communications, payments, or other outcomes affected by a lapsed or unpaid account.

3. Subscription payments

You provide payment details when you start a paid subscription. Subscriptions are billed in advance on a recurring basis, for the billing period and plan you select, using the payment method on file. Payments are processed by Stripe (see our Privacy policy).

Your subscription renews automatically at the end of each billing period until cancelled.

If a payment fails, we may retry it. If payment is not received, your account may be suspended in the same way described in Section 2.

4. Cancellation

You may cancel your subscription at any time directly from within the Platform.

When you cancel:

• Your subscription will not renew, and you will not be charged again.
• You keep full access until the end of the billing period you have already paid for.
• At the end of that period, your account is suspended as described in Section 2.

You do not need to give a reason to cancel, and there is no cancellation fee.

5. Refunds

Every plan includes a refund within 14 days of going live. If you ask us within 14 days of the day you go live, we will refund your first subscription payment, less any non-refundable third-party costs described below.

Your access ends when we issue the refund, and your account is suspended as described in Section 2. Contact us using the details in our Privacy policy.

After those 14 days, subscription fees are non-refundable, including for partial billing periods. If you cancel mid-period, you retain access for the remainder of that period rather than receiving a refund.

We may issue a refund at our discretion in other circumstances — for example, a duplicate charge or a billing error on our side.

Third-party costs are not refundable. Where you purchase or renew a domain name, or any other third-party service, through the Platform, the associated fees are non-refundable once incurred, as we cannot recover them. Where a domain was included with your plan at no additional charge, the registration remains under your control, and we will deduct its registration cost from any refund we issue. Domain registration and transfer are handled separately from your subscription.

6. Changes to pricing

We may change our subscription pricing from time to time. Any change will apply from your next billing period, and we will give you reasonable advance notice.

If you do not wish to continue at the new price, you may cancel as described in Section 4.

7. Suspension or termination by us

We may suspend or terminate an account in accordance with our Terms of service — for example, in cases of non-payment, fraud, or misuse of the Platform.

Where we terminate for these reasons, fees already paid are not refunded, including during the 14-day refund period in Section 5. This does not affect your statutory rights in Section 8.

Where we terminate an account because it operates or is affiliated with a business similar to or competing with ours, we refund prepaid fees as described in Section 15 of our Terms of service.

8. Your statutory rights

Nothing in this policy limits any rights you may have that cannot be excluded under applicable law.

If you are acting as a consumer — that is, for purposes outside your trade, business, or profession — you have the right to withdraw from your paid subscription contract within 14 days of entering into it, without giving a reason.

This statutory right is separate from, and does not limit, the 14-day refund available under Section 5. Where Section 5 applies, we will refund your first subscription payment as described in that Section.

To withdraw, tell us using the contact details in our Privacy policy.

If you ask us to begin providing the paid Service immediately, before the 14-day statutory withdrawal period has ended, and then exercise your statutory right of withdrawal, applicable law may require you to pay a proportionate amount for the Service provided up to the time you withdraw. However, this does not reduce any refund you are entitled to under Section 5.

You can build your account and see how the Platform works before any payment is taken, so in most cases you will have evaluated the Service before a subscription begins.

You may use the model withdrawal form set out in Annex I(B) of Directive 2011/83/EU, but you are not required to — any clear statement that you are withdrawing is enough.

9. Contact and changes

To cancel, use the cancellation option within the Platform. For refund requests or questions about a charge, contact us using the details in our Privacy policy.

We may update this policy from time to time. Changes take effect when posted, and the “Last updated” date above reflects the most recent revision.

This policy is published in English. Where we provide a translated version, it is for convenience only, and the English version shall prevail in the event of any inconsistency or conflict.