# Refund Policy

**Effective Date:** November 1, 2023\
**Last Updated:** November 1, 2023

### **1. Overview**

This Refund Policy applies to all Shopify Apps developed by **BSS Commerce**.

If you experience any issues with our apps, have concerns about billing or support, or require assistance with development services, please contact us directly before requesting a refund.\
You can reach our support team via:

* 📧 **Email:** <support-sbc@bsscommerce.com>
* 💬 **Live Chat** (available in-app)

Our team is dedicated to resolving your issues promptly — usually within **24 hours on business days** or **48–72 hours on weekends**.

Refunds will only be considered **after** we have been given the opportunity to diagnose and fix any issue related to our app.

***

### **2. Refund Eligibility**

#### **Monthly Subscriptions**

* Refund requests must be submitted **within 5 days** of the current billing cycle.
* Refunds are granted **only** in cases of major technical issues causing data loss or severe disruption, where our team cannot provide a fix.

#### **Annual Subscriptions**

* Refund requests must be submitted **within 7 days** of the current billing cycle.
* Refunds are granted **only** in cases of major technical issues causing data loss or severe disruption, where our team cannot provide a fix.

If you cancel your subscription after using the app for several months, the refund (if approved) will be calculated based on:

> (Original monthly plan rate \* months in use)\
> and may be reduced by **Shopify’s processing fees**.

***

### **3. Non-Refundable Cases**

Because we provide a **free plan or trial period** for most apps, refunds are not granted in the following situations:

* You changed your mind after purchase.
* You purchased the app at a discount.
* You installed the app for evaluation purposes.
* You purchased the app by mistake.
* You lack the required technical knowledge to use the app.
* You request a refund for goodwill or prior months.
* You request a refund for custom development or customization services.
* The issue is caused by a **third-party app or theme conflict**.

Before subscribing, please review the **app details, documentation, and demo**, or contact our team to ensure the app meets your business needs.

***

### **4. How to Request a Refund**

To request a refund, please:

1. Contact us at **<support-sbc@bsscommerce.com>** or via **Live Chat**.
2. Provide supporting information such as **screenshots, videos, or URLs** related to the issue.
3. **Do not uninstall the app** before contacting us — we can only investigate and assist while the app remains installed.

Once the app is uninstalled, all associated data is removed and we will be unable to assist further.

***

### **5. Before Uninstalling**

If you decide to uninstall a BSS Commerce app, please contact us first so we can:

* Help remove any residual app code, and
* Ensure a clean uninstallation without affecting your store’s functionality.

***

### **6. Refund Processing**

After your request is approved:

* **Case 1:** If the billing cycle has already been charged, we will process the refund accordingly.
* **Case 2:** If the billing cycle has not yet been charged, you may need to wait for Shopify to complete the billing. You can also contact Shopify directly to cancel the charge.

Please note:

* Shopify manages all app billing and refunds through their own system.
* We cannot directly cancel or prevent future Shopify charges.
* Refunds are issued only **after Shopify completes billing** for the current cycle.

**Special Case:**\
If you forget to cancel your subscription after the trial period ends:

* You may receive a **50% refund** of the first billing cycle (monthly or yearly), provided the request is made within the first 5 days (for monthly plans) or 7 days (for yearly plans).

***

### **7. Charge Policy**

#### **App Upgrades, Downgrades, and Prorating**

When upgrading or downgrading your app plan, Shopify prompts you to approve a new recurring charge because only **one active charge** can exist per app at a time.

* The existing charge will be cancelled and replaced by the new one.
* Depending on the app, the new charge applies **immediately** or **after the current billing cycle** ends.

If the new charge applies immediately:

* **Upgrade:** You’ll be charged a prorated amount based on the difference in plan prices and the remaining days in your billing cycle.\
  Example: If you upgrade from a $5 plan to a $15 plan on day 15 of a 30-day cycle, you’ll be charged:

  > $5 + ($15 – $5) × (15/30) = $10.
* **Downgrade:** You’ll receive an **application credit** for the unused portion of your higher plan, which can be applied to future Shopify app purchases.

***

### **8. Contact Us**

If you have any questions about this Refund Policy or need help with your subscription, please contact us at:\
📧 **<support-sbc@bsscommerce.com>**\
💬 **Live Chat:** available in-app\
📱 **WhatsApp:** +84 987 602 961