# Refund policy

URL: https://docs.sparklayer.io/help/policies/refund-policy

SparkLayer's refund policy: when monthly and annual plans can be refunded, trial overruns, what isn't refundable, how to ask for a refund and Shopify billing.

> **Quick summary**
>
> - Refunds are for significant technical problems that cause data loss or major disruption, and only when we can't provide a fix.
> - Request a refund within **5 days** of the current billing period on a monthly plan, or **7 days** on an annual plan, by emailing [support@sparklayer.io](mailto:support@sparklayer.io).
> - Keep the app installed until we've looked into the problem: once it's uninstalled, your data is removed and we can't help.
> - On Shopify, billing and refunds go through Shopify's system, not SparkLayer.

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](mailto: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](https://docs.sparklayer.io/help/support.md#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

1. **Contact support:** email us at [support@sparklayer.io](mailto:support@sparklayer.io).
2. **Provide evidence:** include screenshots, videos or URLs to help us diagnose the issue.
3. **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](https://docs.sparklayer.io/help/dashboard/billing.md).

## Next steps

- [Billing, trials and cancelling](https://docs.sparklayer.io/help/dashboard/billing.md): How plans are billed on each platform and how to cancel
- [Contact support](https://docs.sparklayer.io/help/support.md): Contact our team about a problem before asking for a refund
- [Policies](https://docs.sparklayer.io/help/policies.md): SparkLayer's privacy, security and terms of service documents