Refund policy
This policy applies to all SparkLayer services, on every supported eCommerce platform and app. If you have a billing question, a technical issue or need development help, contact us at support@sparklayer.io before you request a refund.
We aim to respond within 24 hours on weekdays and 48–72 hours over weekends (see Response times). We consider a refund request in full once we've reviewed the issue and tried to resolve it.
Eligibility
Refunds are only issued for significant technical problems that cause data loss or major disruption, and only when a fix can't be provided.
| Situation | When to request | What you can get |
|---|---|---|
| Monthly subscription | Within 5 days of the current billing period. | A refund, if approved. |
| Annual subscription | Within 7 days of the current billing period. | A refund, if approved. If you cancel an annual plan mid-term, an approved refund is the total paid, minus the months used (at the original monthly rate) and any Shopify processing fees. |
| Trial overrun (you forgot to cancel before a trial ended) | Within 5 days (monthly) or 7 days (annual). | 50% off the first billing cycle. |
What isn't refundable
As we offer a free trial for evaluation, we don't offer refunds for:
- A change of mind or an accidental purchase
- Apps bought at a reduced price or used only for testing
- Not having the technical ability to use the app
- Requests for goodwill, previous billing periods or custom development services
- Conflicts caused by third-party themes or other apps
How to request a refund
- Contact support: email us at support@sparklayer.io.
- Provide evidence: include screenshots, videos or URLs to help us diagnose the issue.
- Keep the app installed: don't uninstall the app before you contact us. We can only investigate issues while the app is installed. Once it's uninstalled, your data is removed and we can't help.
Processing and Shopify billing
| Topic | How it works |
|---|---|
| Approval | If your refund is approved and you've already been charged, it's processed immediately. If the charge is still pending, you may need to wait for the eCommerce provider to complete the billing cycle. |
| Shopify users | App billing and refunds are managed by Shopify's system, not SparkLayer, so we can't stop future Shopify charges directly. Refunds through Shopify can only be issued after the current billing cycle is complete. You can also contact Shopify directly about charges. |
Before you uninstall
If you plan to remove SparkLayer, contact us first. We can help remove any remaining app code and make sure uninstalling doesn't affect your store's performance. For how cancelling works on your platform, and what uninstalling deletes, see Billing, trials and cancelling.
Next steps
Last updated