Refund & Cancellation Policy
Last updated: 6 October 2026
This policy explains how cancellations and refunds work for BuilderBlack plans, modules and Marketplace purchases. BuilderBlack is operated by Liyaas Solutions Ltd, registered in England and Wales under company number 17017751. It forms part of our Terms of Service.
1. How the service is delivered
BuilderBlack is online software. There is nothing to ship: your store and dashboard are available as soon as you create your account, and paid features switch on as soon as you choose them.
2. Free trial
Every paid plan starts with a 30-day free trial, so you can try BuilderBlack before paying anything for your plan. If you cancel before the trial ends, you will not be charged a plan fee. Platform commission on orders paid online during the trial still applies, as explained in our Terms of Service.
3. Cancelling your plan
- You can cancel at any time from Settings, Plan & Billing in your dashboard, or by emailing support@builderblack.com from the email address on your account.
- Cancellation takes effect at the end of your current billing cycle. Your store stays live until then, and you will not be charged again.
- Paid modules stop when your plan ends, or straight away if you switch them off. Module fees and platform commission already incurred are still charged on your final bill.
- Before your plan ends, export any products, orders and customer data you want to keep.
4. Refunds
Because every plan starts with a free trial, plan fees are charged in advance and are not refundable once a billing cycle has started, including for unused time or for a part-cycle when you cancel. We will, however, give a refund in these cases:
- Charged in error. If you were charged twice, charged the wrong amount, or charged after you had cancelled, we will refund the incorrect charge in full.
- Service failure. If the Services were unavailable or did not work as described for a significant period because of a fault on our side, and we could not fix it within a reasonable time, we will give you a refund or credit for the affected period.
- We end or reduce your plan. If we close your account for a reason that is not your fault, or remove a feature that is a material part of your paid plan, we will refund the fees you have paid for the period after the change, pro rata.
- Where the law requires it. Nothing in this policy affects any rights you have by law.
Paid module fees and platform commission are charged in arrears for what was actually used, so they are not refundable unless they were charged in error.
5. Marketplace purchases
Paid themes and apps bought from the BuilderBlack Marketplace are digital products delivered as soon as you buy them. We will refund a Marketplace purchase if it was charged in error, or if it does not work as described and neither we nor the partner who made it can fix it within a reasonable time.
6. How to ask for a refund
Email support@builderblack.com from the email address on your account within 30 days of the charge. Tell us your store name, the date and amount of the charge and the reason for your request. We will reply within 5 working days. Approved refunds go back to your original payment method and normally arrive within 5 to 10 working days, depending on your bank or card issuer.
If you think a charge is wrong, please contact us before raising a dispute with your bank. Most problems can be sorted out much faster that way.
7. Contact us
Liyaas Solutions Ltd
112 West Pottergate, Norwich, England, NR2 4BW
Email: support@builderblack.com