REFUND POLICY
If you have any problems running our apps, concerns about the refund term, or support and development service, please kindly contact us. The scope of this policy extends to encompass all BSS Commerce Shopify Apps.
Before a refund is issued, customers must enable us to try and solve any problems related to the app. Contact us via Email (support-sbc@bsscommerce.com), Live Chat or Whatsapp (+84 987 602 961) and please provide us with information (screenshots, videos, URLs, etc.) related to the problem. We handle problems as they come but it may take us up to 24 hours to solve an issue during working days and 48 – 72 hours during the weekend.
If the app fails to function properly due to a bug and we cannot fix it, we will be happy to provide a full refund of your current billing cycle. However, we stand behind our products and will assist customers in solving problems first.
Refund Terms
1. Refund Qualification
Monthly Subscription: The refund request must be issued within the first 5 days of your current billing cycle. A refund request can be accepted only when a major problem has happened to your BSS Commerce account, creating data loss or serious disturbance.
Annually Subscription: The refund request must be issued within the first 14 days of your current billing cycle. A refund request can be accepted only when a major problem has happened to your BSS Commerce account, creating data loss or serious disturbance.
If you cancel the app after using app several months, the bill of usage will be calculated by original monthly plan (without discount) * month in use. For example: If you use Platinum plan at $50 on yearly charge with discount 20% so you just need to pay 50 * (1 – 0.2) * 12 = $480. Then you cancel the annual plan on the 5th month of the billing cycle. You will paid $50 * 5 = $250. So you will receive refund $480 – $250 = $230
Since we provide free plan or trial period (depending on the app you install) where you have access to BSS Commerce’s features, we have no obligation to provide a refund in the following situations:
- You have changed your mind about the app
- You bought BSS Commerce’s app under a discount
- You bought the app for evaluation purposes
- You bought the app by mistake
- You do not have sufficient expertise to use the app
- You ask for goodwill
- You ask for refunds of prior months
- You ask for refunds of paid development/customization services
- Conflict(s) occurs that is related to any other 3rd-party apps/themes installed in your store.
Before subscribing to any of our apps, please read the app details and our guides, check the DEMO very carefully, or contact us for further details. Only if you are completely satisfied, the app should be subscribed.
2. How to issue a refund?
If you plan to get a refund, please submit a request at support-sbc@bsscommerce.com or via Live Chat in BSS Commerce’s app.
If you encounter a problem in our app, it’s better to investigate it and restore any data lost or disturbed.
Therefore, please do not uninstall BSS Commerce’s app – we can only help if you still have the app. Once it’s uninstalled, there’s nothing we can do.
3. What to do before issuing a refund?
If you decide to uninstall BSS Commerce’s app, please contact us at support-sbc@bsscommerce.com so that we can help you remove all leftover code of the app.
4. When and how to receive a refund?
Once we receive your refund request:
Case 1: The billing cycle has been paid: we will issue the refund.
Case 2: The billing cycle has not been paid yet. In this case, kindly wait until you are charged and contact us again. Or you can contact the Shopify team directly to request for a cancellation on this charge.
The charge should be canceled in a few days or even right away, after our action. To keep track of the process, you can contact the Shopify team directly and ask them about this issue.
Please note that we cannot avoid future charges as it’s under control of the Shopify Billing team. We can only refund you after you have paid for the charge. Due to Shopify’s policy, we don’t handle this refund by ourselves so we really do appreciate your understanding and patience.
Charge policy
App prorating, upgrades, and downgrades
If you upgrade or downgrade your subscription with an app, then the app will prompt you to agree to a new recurring app charge. This is because Shopify allows each app only one recurring app charge to be enabled at a time. The existing recurring application charge will be canceled and replaced by the new charge.
Depending on the app, the new recurring app charge is either applied immediately, or after the app’s current billing cycle ends.
If the new app charge is applied immediately, then when you upgrade your plan by moving from a less expensive charge to a more expensive charge, the charge is prorated based on the difference in price and the number of days remaining in the billing cycle. For example, if you begin a 30-day billing cycle on a $5.00 plan, and upgrade to a $15.00 plan on day 15 of the billing cycle, then you’re charged $5.00 + ($15.00 – $5.00) * (15/30) = $10.00 USD.
If the new app charge is applied immediately, then when you downgrade your plan by moving from a more expensive charge to a less expensive charge, you’re automatically offered an application credit based on the difference in price and the number of days remaining in the billing cycle. This application credit can be used towards any future application purchase on Shopify.