> For the complete documentation index, see [llms.txt](https://bogos-guideline.gitbook.io/user-guide/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://bogos-guideline.gitbook.io/user-guide/terms-and-conditions/refund-policy.md). # Refund Policy At BOGOS, customer satisfaction is our top priority. We understand that users may sometimes need refunds. **Please read our refund policy carefully** to ensure you understand your rights and how refunds work for our app services. ## 1. Subscription Refund Eligibility Our paid subscription plans are eligible for refunds under the following conditions: * For monthly subscription plans, refunds are only available for users who canceled the subscription or uninstalled the app within the first 7 days of their subscription cycle. * For yearly subscription plans, please see [section 6](#id-6.-refunds-for-yearly-subscription-plans). * The refund request must be based on a valid issue such as technical difficulties or misrepresentation of features. Usage will not be considered as a valid reason. * The subscription plan must not have been extensively used or benefited from before the refund request. * We are always open to listening to users' situations. Depending on the circumstances, we may consider issuing a partial refund as a token of goodwill. * Since all subscription payments are made via Shopify billing, we strictly follow Shopify's app charges policies, which are stated[ here](https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps). ## 2. Non-Refundable Circumstances Certain conditions do not qualify for refunds, including but not limited to: * Monthly plans are canceled after 30 days following the first payment. * Annual plans canceled after 30 days following the first payment ([subject to the yearly refund terms](#id-6.-refunds-for-yearly-subscription-plans)). * Downgrading to a lower plan after use of premium features on the higher plan. * Promotional or trial periods are offered free of charge. * Any services or features that have been partially used. * Any feature add-ons or custom developments already delivered and used. ## 3. Requesting a Refund To request a refund for your BOGOS subscription: 1. Contact our support team at **** or through the Livechat channel on the BOGOS app interface, with your subscription details and reason for the refund request. 2. Provide relevant information, including the reason for the refund request, purchase details, and any supporting documentation or evidence. 3. All refund requests must be made within 7 days from the date of subscription or renewal. 4. Our team will review your request and aim to respond within 5 business days. 5. If approved, a refund will be issued to the original payment method via Shopify billing. If a user encounters any of the situations listed in section 1 and contacts our support team for assistance, we will make every effort to resolve the issue within a reasonable timeframe. Despite our best efforts, if we are unable to resolve the problem within 7 days, a refund may be considered. {% hint style="info" %} The seven-day timeframe serves as a guideline for determining when a refund may be considered. If the problem reported by a user is particularly complex or requires extensive investigation, it may require more time to resolve than the standard seven-day period. {% endhint %} ## 4. Cancellations You may cancel your subscription at any time. However, cancellation will not automatically trigger a refund unless requested and approved as per the eligibility criteria. After you cancel, you will retain access to the BOGOS app as a Free plan user, and can still contact our support team via the in-app Livechat channel. ## 5. Refund Process The refund can be issued by BOGOS only if the payment(s) has reached BOGOS's end from Shopify's. In case the bill(s) has not been paid by the user, or the payment cannot be seen from BOGOS's end due to an issue with the Shopify partner account, BOGOS will need to contact Shopify support and ask them to handle the refund instead. For any transaction of app subscription, Shopify is entitled to retain a fee amount as a processing fee and transfer the rest of the subscription fee to our account on a certain due date. Once we have received the money, we then proceed to transfer it back to you. That's why even when a refund request is successfully approved on our side, you may need to wait a few more business days to receive the balance, and the refund fee might not be in full. In case the bill(s) has not been paid by the user or the payment can't be seen from BOGOS’ end due to an issue with Shopify's partner account, BOGOS needs to contact Shopify support and ask them to handle the refund instead. Once the refund is issued either by Shopify or BOGOS, it will take Shopify a few business days to process it. Refunds typically take **3 to 10 business days to appear on your card statement**. {% hint style="warning" %} If the customer submits a refund request after uninstalling the app, the refund process may experience delays as we will need to collaborate with Shopify to facilitate the refund claim. This additional step is necessary to ensure a smooth and compliant refund procedure. {% endhint %} {% hint style="info" %} For more information, please refer to Shopify's documentation:[ https://shopify.dev/docs/apps/billing/purchase-adjustments/refunds](https://shopify.dev/docs/apps/billing/purchase-adjustments/refunds). {% endhint %} ## 6. Refunds for Yearly Subscription Plans In case you decide to stop using one of the Yearly subscription plans or switch to any other plan, we can issue a refund for you with the following notes: * The subscription must not have started for more than 11 months. * The used period of the subscription plan will be calculated at the monthly rate. * The refund amount equals **\[Total price of the Yearly plan − Used period (in months) × the corresponding plan's monthly rate]**. * For example, if you've been using a Yearly plan priced at $1055.99/year for 6 months, and the corresponding monthly rate is $109.99/month, the refund amount will be $1055.99 − (6 × $109.99). ## 7. Refund Method Approved refunds will be issued back to the original payment method used for the purchase, via **Shopify billing**. ## 8. Modifications to the Refund Policy We reserve the right to modify or update this refund policy at any time without prior notice. By continuing to use the BOGOS app after such modifications, users agree to be bound by the updated refund policy. ## Contact Us If you have any questions about this refund policy or need assistance with a refund request, please reach out to our support team at: * Email: * Livechat support channel in the BOGOS app. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://bogos-guideline.gitbook.io/user-guide/terms-and-conditions/refund-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.