---
title: Refund Policy
slug: refund-policy
docTags: 
createdAt: 2026-01-08T10:30:23.390Z
---

## 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.



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## 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).



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## 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.



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## How to request a refund

1. **Contact Support:** Email us at **support\@sparklayer.io**.
2. **Provide Evidence:** Include screenshots, videos, or URLs to help us diagnose the issue.
3. **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.



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## 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.



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## 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