Refund Policy

Effective date: August 12, 2026

Linen is a done-for-you email marketing service. We build and run your email programme inside your own Klaviyo account for a flat monthly fee. This page explains our money-back guarantee, how cancellation works, and when fees are and are not refundable.

The 30-Day Guarantee

We offer a performance-based guarantee on your first paid month.

If, during your first 30 days as a paying customer, the work we produce does not generate at least the amount you paid us that month in Klaviyo-attributed revenue, we will refund that month's fee in full — and you keep everything we built.

What counts toward the guarantee

Revenue attributed by Klaviyo's own reporting to the flows, campaigns and signup forms we created or manage for you, measured over the 30 days beginning on the date your first payment is processed.

Klaviyo's attribution reporting, using your account's existing attribution settings, is the sole source of truth for this calculation. We do not use our own numbers, and we do not adjust yours.

Conditions

To qualify, all of the following must be true:

• You granted us working access to your Klaviyo account within 7 days of your first payment.
• You approved the flows, campaigns and signup form we prepared for you, and allowed them to go live, within 7 days of us delivering them for review.
• You did not pause, disable, delete, or materially alter the work we delivered during the 30-day period.
• Your Klaviyo account remained active and able to send throughout the period, including having a valid Klaviyo plan and adequate sending limits for your list size.
• Your store remained operational and able to accept orders throughout the period.
• The full 30 days elapsed. Requests made before day 30 cannot be assessed.

If we are unable to deliver or launch the work because access was not granted, approvals were not given, or sending was blocked on your side, the guarantee does not apply. We cannot guarantee results for work that was never allowed to run.

How to claim

Email hello@linen.so within 14 days of the end of your first 30-day period, from the email address on your account, and let us know you would like to claim the guarantee. We may ask you to share read access to the relevant Klaviyo reporting so we can verify the figure.

We will review and respond within 2 business days. Approved refunds are returned to your original payment method and typically appear within 5–10 business days, depending on your payment provider.

One claim per customer

The guarantee applies once, to your first paid month, per customer and per store. It does not apply to later months, to a second store, or to a repeat subscription after cancelling.

After the First Month

From your second month onward, fees are non-refundable. This includes partial months.

We bill monthly in advance. There is no contract and no minimum term, so the practical effect is simple: if a month is not working for you, cancel before it renews and you will not be charged again.

Cancellation

You can cancel at any time by emailing hello@linen.so or through your billing portal.

Cancellation takes effect at the end of your current billing period. You keep access to the service, and we keep producing your campaigns, until that period ends. We do not pro-rate or refund the remainder of a paid month.

You Keep the Work

This applies whether you claim a refund, cancel, or simply stop paying.

Everything we build is created inside your own Klaviyo account. The flows, campaign emails, templates and signup forms remain in your account and continue to operate after our engagement ends. We do not remove, disable, or claw back delivered work.

What ends is the ongoing service: we stop planning and producing new campaigns, and we stop making changes.

What Is Not Refundable

• Any month after your first paid month.
• Fees for a month in which you cancelled part-way through.
• Any custom or out-of-scope work quoted and agreed separately.
• Third-party costs you pay directly, including your Klaviyo subscription, Shopify fees, domain costs, or any advertising spend. We do not bill these and cannot refund them.

No Other Performance Guarantee

The refund described on this page is the sole and exclusive remedy we offer in connection with the commercial performance of our work.

Email results depend on factors outside our control, including your traffic volume, list size and quality, product range, pricing, margins, seasonality, deliverability history, and your own approval decisions. Beyond the guarantee above, we do not promise any particular level of revenue, open rate, click rate, conversion rate, or return on investment, and nothing on our website or in our communications should be read as such a promise.

Chargebacks

If you believe a charge is incorrect, please contact us first at hello@linen.so. We will look at it quickly and fairly, and we would much rather resolve it directly than through your bank.

Initiating a chargeback without contacting us may result in suspension of the service while the dispute is resolved.

Changes to This Policy

We may update this policy from time to time. The version in effect on the date of your payment is the version that applies to that payment. Material changes will be posted here with an updated effective date.

Questions

Email us at hello@linen.so. We read everything.