Fair, and written down.

A plan that starts with a trial costs nothing for the trial. We do not ask for a card and we raise no invoice until the trial ends and you continue on a paid plan. There is nothing to refund: if you stop before the trial ends, you simply owe nothing.

Your plan is billed monthly or yearly, in advance. The invoice pays for the period that follows it, and once that period has started the fee is not refunded, whether you use the storefront a lot, a little or not at all. Cancelling stops the next renewal; it does not refund the current period.

Four situations are different. In each of them we refund without argument:

• A duplicate payment

  You paid the same invoice twice, or paid an invoice that was already settled. The extra amount comes back in full, or stays as credit on your account if you prefer.

• A charge after a confirmed cancellation

  You cancelled before the period renewed and we still raised and collected the renewal. The renewal is refunded in full.

• Our billing mistake

  The wrong plan, the wrong cycle, a coupon that was not applied, a tax line that should not be there. We correct the invoice and refund the difference.

• Prolonged unavailability we caused

  Your storefront was down for a prolonged stretch because of a fault on our side, not your DNS or your integrations. We refund the days it was down, pro rata, or more where that is fair.

A payment you reported but that we have not yet confirmed is not a charge: if you change your mind before it is matched, tell us and nothing is collected.

Some plans carry a one-off setup fee on the first invoice. It pays for provisioning your storefront and is not refunded once provisioning has started. If a subscription request is rejected or withdrawn before we provision anything, the setup fee is refunded in full with the rest of the payment.

When you move to another plan in the middle of a paid period, the days you paid for but will not use are not lost. They are credited against the new plan’s first invoice; whatever is left over becomes a credit note.

• Applied to your next bill

  By default a credit note waits on your account and is taken off the next invoice we raise.

• Or refunded on request

  Ask in a ticket and we pay the credit note out instead, by the method you paid with.

Credit notes are numbered, show up with your invoices in the portal and state what they were issued for. Days in a trial or in an unpaid period earn no credit.

An approved refund goes back the same way the money came in, within ten working days of our approval. We never refund to a third party.

• Paid online through SSLCommerz

  Refunded through the gateway to the card, bank or wallet you paid with. The gateway and your bank decide how many days it takes to show.

• Paid by bank transfer

  Refunded to a bank account in your business's name. We ask for the account details when we approve the refund.

• Paid by bKash or Nagad

  Refunded to the wallet number the payment came from, or another number you confirm in writing.

1. 1

   Tell us

   Open a ticket from your portal’s tickets page or email support. Name the invoice, the amount and the reason, and attach the payment reference if you have it.

2. 2

   We decide within five working days

   We check the invoice, the payment and the storefront's history and reply in the ticket with a yes, a no and why, or a question.

3. 3

   The money comes back

   An approved refund is sent by the same method within ten working days, with a credit note for your records.

If you think a charge is wrong, contact us first. A ticket is faster than a dispute with your bank and we will refund anything that should not have been charged. A chargeback raised on a valid charge, without talking to us, leaves the invoice unpaid: the storefront may be suspended until the dispute is resolved and the invoice settled, and we may pass the bank’s dispute fee on.

When we refund an amount we refund the VAT that was charged on it as well. Every refund is documented by a credit note that references the original invoice, so your books and ours agree.

• VAT is refunded together with the amount it was charged on
• A credit note is issued for every refund, numbered and dated
• The credit note names the invoice it corrects
• Both stay available in your portal