Refund and cancellation policy

What this policy covers

This policy applies to GHL Customizer packages bought directly from GHL Customer Care: in the customizer app, paid by card. Today those packages are Theme Builder, Full Access and Reseller License, each sold monthly, yearly or as a one-time lifetime purchase. Current prices are shown on the customizer's plans page and in the app before you pay; they are in US dollars and exclude any tax your country adds.

It does not cover GoHighLevel subscriptions themselves, which you pay to HighLevel, Inc., or packages bought on other websites (see Bought somewhere else?).

Free trials

• New accounts: 14 days free with no card. On the last day the account pauses unless you have chosen a package; nothing is deleted.
• Your first monthly or yearly plan: starts with 14 free days. Your card is saved when you choose the plan and first charged when the free days end. Cancel before then and you are never charged.
• The free days on a plan are given once per business. Upgrades, plan switches and lifetime purchases do not get them; lifetime purchases are charged at once.
• We email you 3 days and 1 day before a trial ends.

The 14-day money-back guarantee

Ask within 14 days of your first payment for a package and you get the whole payment back. For a plan that started with free days, the first payment is the one taken when they end. This applies once per business to each package, whether you chose monthly, yearly or a lifetime purchase. You do not need to explain why.

The 14 days run from the date of the payment, not the date you first signed in, so start using the package soon after you buy it.

Monthly and yearly plans

• Your plan renews automatically at the end of each month or year, on the card you saved.
• After the 14-day window on your first payment, renewal payments are not refunded once the new period has started.
• When you cancel, you keep access until the end of the period you already paid for. No partial refunds are given for unused days or months.
• Accounts we bill by invoice rather than card get a reminder 7 days before each renewal.

Lifetime (one-time) purchases

A lifetime package is a single payment with no renewals. You have 14 days from the purchase to ask for a full refund. After that the purchase is final. Lifetime means for as long as the GHL Customizer is offered; if we ever stop offering it, we will give lifetime customers at least 90 days' notice and a way to export their work.

Upgrades, downgrades and switching cycle

• Upgrades take effect immediately. You pay the difference for the time left in your current period; unused value on the old plan is credited automatically.
• Downgrades and switching between monthly and yearly take effect at your next renewal. Until then you keep the plan you paid for, so there is nothing to refund.
• Moving from a monthly or yearly plan to a lifetime package is treated as a new purchase. Ask us and we will credit the unused part of your current period.

Cancelling

Cancel at any time from Plan & usage in your account, or by asking us. Cancelling stops future payments; it does not delete your account. Your plan stays active until the end of the paid period, and then the package is removed. Templates and settings are kept in case you change your mind, and we delete them if you ask.

How to ask for a refund

1. Open a ticket from Support in your customizer account, or write to the address beside this page from the email on your account.
2. Tell us the company name on the account and which payment you want refunded.
3. We confirm by email, usually within one business day.

How refunds are paid

Refunds go back to the card or payment method you used, in the currency you paid. We process an approved refund within 2 business days; your bank then normally shows it within 5 to 10 business days. We cannot refund to a different card or account. Once a payment is refunded, the package it paid for is removed from your account.

When a refund is not given

• Requests made after the 14-day window, except where the law gives you a longer right.
• Renewal payments once the new period has started.
• A second money-back request for the same package by the same business, including through a new account.
• Accounts closed for breaking our terms of use, for example fraud or abuse.
• Work we carried out for you on request, such as custom design or setup, once it has been delivered.

Card disputes and chargebacks

Please write to us before disputing a payment with your bank: it is faster for you, and almost every problem can be fixed by a person. If a chargeback is opened, the account is paused until it is resolved. A refund already given cannot also be charged back.

Bought somewhere else?

Packages sold on other websites, including partner and snapshot websites that include a GHL Customizer account, are paid to that website and refunded under its own policy. Ask the website you bought from first. If you are not sure where you bought, write to us and we will tell you.

Your legal rights

This policy adds to your legal rights; it does not replace them. If the law where you live gives you a longer cancellation period or other rights for digital services, those rights apply. Where a statutory cooling-off right applies to digital content, starting to use a package straight after buying it may affect that right; our 14-day guarantee applies either way.

Changes and contact

We may update this policy. Changes apply to payments made after the date at the top of this page; a payment is always handled under the policy that applied when it was made. Affiliates should note that commission on refunded payments is reversed, as set out in the affiliate programme terms.

Questions about a payment or a refund: write to the address beside this page and a person will reply.