Refunds
If Certly has charged your card and you want to ask about that charge or about a refund, write to support@usecertly.com. This article sets out what to check first and what to include so the team can find the exact charge you mean.
What this article helps with
You need this article when a Certly charge has appeared on your card or your accounting export and you want to raise it with us, whether that is a question about what the charge was for or a request for a refund.
This page does not set out a refund policy, and it does not say what will happen to your request. What it can give you is the one route in, the support address, and the details that let the team identify your charge without a round of back and forth.
Match the amount against the plans
| Plan | Price | Suppliers |
|---|---|---|
| Starter | £149 / month | 50 |
| Professional | £249 / month | 200 |
| Unlimited | £399 / month | Unlimited |
| Starter annual | £1,519.80 / year | 50 |
| Professional annual | £2,539.80 / year | 200 |
| Unlimited annual | £4,069.80 / year | Unlimited |
How to ask about a charge
- Identify the charge
Take the amount and the date from your card statement and compare the amount against the plan prices above. An annual plan is taken as one payment for twelve months, so the figure is larger than a monthly one. VAT is worked out at checkout from your billing address and VAT number, so your total may sit above the plan price.
- Check whether a trial converted
Every Certly plan carries a 14-day free trial, and starting the trial needs no card. If the charge is the first one on the account, it is worth noting the date you signed up when you write, so the team can see the trial and the charge together.
- Write down four things
The email address the Certly account is in, the plan name, the amount and the date of the charge, and in one or two sentences what you are asking for. Precise beats long: the plan name and the date of the charge are what find it.
- Email support@usecertly.com
Send those details to support@usecertly.com, ideally from the email address on the account so there is no doubt which site you are writing about. Every message to that address lands in the support desk.
If your message does not seem to have landed
Send it again to support@usecertly.com from the email address the account is in, and put the amount and the date of the charge in the subject line. That address is the single route to the team, so there is nowhere else the message needs to go.
If you cannot get into the account at all to check the plan you are on, start with the article on signing in to your Certly account, then come back to the four details above.
Questions
Can I get a refund?
This article cannot answer that. There is no refund policy stated here, and we will not guess at one. Write to support@usecertly.com with your account email, the plan, and the amount and date of the charge.
Where do I send a refund request?
To support@usecertly.com. Every message to that address lands in the support desk.
Will I be charged during the free trial?
Starting a free trial needs no card, and every plan carries a 14-day trial. If a charge has appeared and you believe you were still in the trial, include the date you signed up when you write in.
What should I put in the email?
Four things: the email address the account is in, the plan name, the amount and date of the charge, and what you are asking for. That is enough for the team to find the right charge.
Why is the amount on my statement higher than the plan price?
VAT is worked out at checkout from your billing address and VAT number, so the total taken can sit above the plan price shown. Card numbers never reach Certly's own servers; payments and subscriptions are handled through Stripe.
Does cancelling and deleting my account handle a charge for me?
No. Deleting your account removes your sites, suppliers, certificate documents, chase history, settings and sign-in details and cancels any live subscription, but it is not a way to raise a question about a charge. Write to support@usecertly.com instead.
Can I switch to an annual plan rather than ask about a monthly charge?
Annual plans exist for all three tiers, at £1,519.80, £2,539.80 and £4,069.80 a year, each twelve months for 15% less than paying monthly. If that is what you are really after, say so in the same email.