Refunds and cancellation · Effective {{EFFECTIVE_DATE}}

Refunds and cancellation

How to cancel, when each kind of credit ends, and when you get money back.

1 · Cancel a subscription

A paid plan renews automatically every month or every year until you cancel. You can cancel at any time, online, under Billing in the application, which opens the payment provider's customer portal. Cancellation takes effect at the end of the period you have paid for: you keep the plan until then, and nothing more is charged. For a charge billed through Shopify, cancellation follows Shopify's billing rules (section 4). The plan's credits end when the plan ends; top-up packs stay in your account.

When a confirmed account deletion is carried out (after the seven-day waiting period), we also stop the renewal of any subscription at the payment provider, so nothing further is charged; the current period is not refunded unless the law requires it. To be safe, cancel under Billing before you delete the account, or tell us at {{CONTACT_EMAIL}}.

2 · When credits end

• Credits that end soonest are spent first.
• Credits are not money: they cannot be exchanged for cash, moved to another account, or refunded except as described on this page or required by law.
• When an account is deleted, the credits in it end with it. Use them, or ask us, before you delete.
• Every movement is in the credit ledger in your account, which you can export.

3 · Failed actions cost nothing

Before an action runs, credits are reserved; when it finishes, the reservation is settled at the real amount and the rest returns to you. If the action fails, or a provider returns nothing usable for a reason that is not yours, the reservation is released in full. You never need to ask for this. An action that returns a result you did not like is still a result and is charged.

4 · Money back

• Payments are not refunded, except under the right of withdrawal in section 5, in the cases below, or where the law requires it. That means no refund for the part of a period you have used, for credits you have spent, or for a plan you forgot to cancel before it renewed — the reminder email before renewal is there for that.
• If a payment was taken in error, was taken twice, or the service did not work for a reason on our side, write to {{CONTACT_EMAIL}} and we will put it right, by refund or by credit.
• If we end the agreement without a breach by you, or you end it because we breached it, or we remove a material part of your paid plan and you cancel because of that, we refund the unused part of what you prepaid, at the price you paid.
• Refunds go back to the original payment method and can take several days to appear. When we refund a payment, we may remove the unspent credits that came with it.

Charges billed through Shopify. If you installed the app from the Shopify App Store, Shopify bills the subscription and the credit packs under Shopify's billing terms, and Stripe is not involved. The rights in this section apply to those charges too. Write to us at the contact address on the Terms page, section 29, and we tell you what we can refund and how.

5 · Right of withdrawal for consumers in the EU, the EEA and the UK

The service is meant for business use (see the Terms). If you are nevertheless a consumer in the European Union, the EEA or the United Kingdom, you have the right to withdraw from a purchase — a subscription, a top-up pack or a one-off product — within 14 days without giving a reason. The period starts on the day the contract is made.

Immediate start. Because the service is digital and starts at once, before it starts we ask you for one statement, in a single tick-box, that has two parts:

1. that you expressly request that the service begin immediately, within the withdrawal period; and
2. that you acknowledge that you lose the right to withdraw once the service has been fully provided, and that if you withdraw before, you pay for what was provided until then.

What that means for you:

• If you gave the statement and withdraw within the 14 days, we refund what you paid minus a proportionate amount for what was provided until you told us — for credits, in proportion to the credits used out of those the purchase gave you; for a plan's included work, in proportion to the time that has passed.
• If you did not give the statement, withdrawing within the 14 days costs you nothing, even if you used the service.
• Once a purchase has been fully provided after you gave the statement — for example all the credits of a pack have been used — the right to withdraw from it ends.

To withdraw, tell us clearly that you withdraw — by email to {{CONTACT_EMAIL}} or with the form below. It is enough to send the message before the 14 days end. We confirm receipt and refund what is due within 14 days of hearing from you, using the same payment method, at no cost to you. The unspent credits from that purchase are removed when the refund is made.

6 · Model withdrawal form

You may copy this and send it to {{CONTACT_EMAIL}}:

7 · Card disputes

Please write to us before you ask your bank for a chargeback; most problems are fixed the same day. If a dispute is opened we may freeze the credits bought with that payment while it is open, a referral reward or partner commission based on it is reversed, and we give the payment provider the records that show what was ordered, accepted and used.

{{COMPANY_LEGAL_NAME}} · {{COMPANY_ADDRESS}} · {{COMPANY_VAT}} · {{CONTACT_EMAIL}}
Effective {{EFFECTIVE_DATE}} · Terms · Acceptable use · Privacy · Data Processing · Sub-processors · Cookies · Security · Copyright · Accessibility