Refund Policy

introduction this policy applies to all sparklayer services across all supported ecommerce platforms and apps before requesting a refund, we encourage you to contact us at support\@sparklayer io if you encounter billing questions, technical issues, or need development help our team aims to respond within 24 hours on weekdays and 48–72 hours over weekends refund requests are considered in full once we have reviewed and attempted to resolve the reported issue eligibility refunds are issued specifically for significant technical problems that cause data loss or major disruption, and only when a fix cannot be provided monthly subscriptions requests must be made within 5 days of the current billing period annual subscriptions requests must be made within 7 days of the current billing period if you cancel an annual plan mid term, approved refunds are calculated by taking the total paid, subtracting the months used (at the original monthly rate), and subtracting any shopify processing fees trial overrun if you forget to cancel before a trial ends, you may receive 50% off the first billing cycle if requested within 5 days (monthly) or 7 days (annual) non refundable scenarios as we provide a free trial for evaluation, refunds are not offered for the following change of mind or accidental purchases apps purchased at a reduced price or used only for testing lack of 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 do not uninstall the app before reaching out we can only investigate issues while the app is installed; once uninstalled, data is removed and we cannot assist processing and shopify billing approval if approved, refunds are processed immediately if you have already been charged if the charge is pending, you may need to wait for the ecommerce provider to complete the cycle shopify users app billing and refunds are managed by shopify’s system, not sparklayer we cannot directly stop future shopify charges refunds via shopify can only be issued after the current billing cycle is complete you may also contact shopify directly regarding charges before you uninstall if you plan to remove sparklayer, please contact us first we can help remove any remaining app code and ensure the uninstall doesn't affect your store's performance