Billing, trials and cancelling
How you're billed on each platform
| Platform | How billing works |
|---|---|
| Shopify | Through Shopify. You approve the charge in your Shopify admin, and SparkLayer appears on your Shopify bill at Settings,Billing (opens in your Shopify admin in a new tab). Shopify's billing rules apply, so refunds go through Shopify too: see Refund policy. |
| Wix | Through your Wix account, monthly or annually. You confirm the plan in Wix when you install. See Wix FAQs. |
| BigCommerce | Our team contacts you to agree the most suitable plan, billed monthly or annually. See BigCommerce FAQs. |
| WooCommerce | Managed in the SparkLayer Dashboard, from the plan card at the foot of the sidebar. See WooCommerce FAQs. |
| Magento | Managed in the SparkLayer Dashboard. Magento needs the Enterprise plan, which you agree with our team. See Magento FAQs. |
The free Basic plan is only on Shopify. On other platforms, you start with a free trial of a paid plan. For what each plan includes, see Plans and features.
Monthly or annual
Plans are billed monthly by default. Annual billing is available on some platforms, such as Wix and BigCommerce. To ask about paying annually, contact us.
Free trials
Every paid plan (Starter, Growth and Pro) comes with a 14-day free trial, and you don't need to add a card. Starting a trial switches on that plan's features straight away, and the plan card counts down the days left. See Free trials.
When the trial ends
You're billed for the plan you chose when you started the trial. You don't need to do anything to stay on it, and everything you set up during the trial stays as it is.
Cancel before the trial ends
To avoid being billed, change plan or cancel before the 14 days are up:
- On Shopify, move to the free Basic plan to keep SparkLayer and your setup, or uninstall SparkLayer to stop using it.
- On other platforms, contact us or uninstall SparkLayer.
Forgot to cancel? You can ask for 50% off your first billing cycle within 5 days (monthly) or 7 days (annual): see Refund policy. Need more time to decide? Contact our team to ask about extending your trial.
Upgrade
- Open the plans window: click the button on your plan card, such as Compare plans, or Plan in the Shopify app's menu.
- Choose the plan and click Start free trial (or Change plan).
- On Shopify, confirm the change in your Shopify admin.
Everything you've set up stays when you upgrade. See Change your plan. For Enterprise, click Talk to us about Enterprise in the plans window.
Downgrade
To move to a cheaper plan, choose it in the plans window, as in Upgrade. On BigCommerce, ask our team to move you down a plan.
On Shopify, you can move to the free Basic plan without uninstalling, so you keep your account and your setup.
When you move down a plan, you lose the features the lower plan doesn't include. For example, on Basic:
- Price lists: Basic includes 3.
- Sales agents: Basic has none, so sales agent ordering and quotes, which need a sales agent to review them, aren't available.
- B2B orders: Basic includes 5 a month. Going over doesn't block orders: see If you go over your allowance.
- Settings for paid features, such as SparkLayer shipping rates, may stay as they are but become locked. See If you set up shipping during a trial.
Check what each plan includes in Plans and features before you change.
Cancel
To cancel your subscription, uninstall SparkLayer from your store. Billing stops straight away. Your platform's guide has the steps: Shopify, BigCommerce, Wix, WooCommerce or Magento.
Depending on when your billing cycle started, you may still see a charge after uninstalling. Contact us and we'll look into it. Refunds are only for significant technical problems: see Refund policy.
On Shopify, if you want to stop paying but might come back, move to the free Basic plan instead.
What happens to your data when you uninstall
Treat uninstalling as deleting your SparkLayer data. Uninstalling ends your subscription and disconnects SparkLayer from your store, and your SparkLayer account is then deleted. While it's scheduled for deletion, a warning shows at the top of the SparkLayer Dashboard.
Before you uninstall:
- Keep the data you need, such as your price lists, customer groups and settings. For example, at Pricing,Price lists (opens in your SparkLayer Dashboard in a new tab), open the ⋯ menu next to each price list and click Download CSV.
- Contact us first if you plan to reinstall, move to another store or need a test store. We can help without you losing your setup. See Contact support.
- Ask for a refund before you uninstall, if you're asking for one. We can only look into a problem while SparkLayer is installed: see Refund policy.
- Plan to remove the widget code from your theme. Uninstalling doesn't remove it for you.
You don't need to uninstall to try something out. For a test store, see Test mode.
Several stores or teams
Each store you run SparkLayer on has its own SparkLayer account (a team), with its own plan and subscription. To add a store, create a new team and connect it. Every team is linked to your login, so you sign in once to reach them all.
On a development or test store, our team can turn on a developer mode so you can use SparkLayer before you choose a plan. See Shopify FAQs or contact us.
FAQs
No. On Shopify and Wix, you approve the plan in your store's admin, and you're billed through your platform once the trial ends.
Depending on when your billing cycle started, a charge for the current cycle may still come through. On Shopify, charges and refunds go through Shopify's billing system. Contact us and we'll look into it. See Refund policy.
Nothing is blocked. Your plan card shows Over limit and suggests a plan that fits. See If you go over your allowance.
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