Refund and Cancellation Policy

1. What this policy covers

1.1 This policy explains how billing, cancellation and refunds work for paid Shopiza plans, meaning the subscription you pay us for using the Shopiza platform. It forms part of our Terms of Service and should be read together with them.

1.2 This policy does not cover purchases your customers make in a store you run on Shopiza. Those are sales between you and your customer. See Section 8.

2. Try before you pay

2.1 Shopiza has a permanent Free plan. You can build your store, add products and see how the platform works without entering any payment details.

2.2 We would rather you tested the Free plan first, so that upgrading is a decision you make with full information.

3. Billing and renewal

3.1 Paid plans are sold as a subscription, billed monthly or yearly in advance, depending on the billing period you choose at checkout.

3.2 Subscriptions renew automatically at the end of each billing period, at the price you signed up at, until you cancel. Your price stays fixed for as long as your subscription runs without interruption (see Terms Section 10).

3.3 For yearly plans we send a reminder to your account email before each renewal, so you have time to cancel if you no longer want it.

3.4 Payments are processed by our payment provider acting as merchant of record. That provider issues your receipt or invoice, and any refund is returned through the same provider to the payment method you originally used.

4. Cancelling

4.1 You can cancel at any time from your Shopiza dashboard, or by emailing [email protected] from your account address.

4.2 Cancelling stops the next renewal. You keep full access to your paid plan until the end of the period you have already paid for, and your account then moves to the Free plan.

4.3 There is no cancellation fee, no notice period and no minimum contract term.

4.4 4.4 Deleting your account is different from cancelling. If you delete your account from Settings, your subscription ends immediately rather than at the end of the period, your store goes offline the same day, and the rest of the period you have paid for is not refunded automatically. The 14-day guarantee in Section 5.1 still applies, so if you are within those 14 days, ask us for the refund first (Section 7) and then delete. Everything is erased 30 days after you ask; you can stop the deletion until then, but your subscription does not restart on its own.

5. Refunds

5.1 14-day money-back guarantee. If a paid plan is not right for you, tell us within 14 days of your first payment on that plan and we will refund it in full. You do not need to give a reason.

5.2 After those 14 days, a billing period that has already started is non-refundable, and cancelling takes effect at the end of the current period. The plan is priced per period, and you keep access for the whole period you paid for.

5.3 We will refund you whether or not the 14 days have passed in any of these cases:

(a) a duplicate or accidental double charge;
(b) a charge taken after you cancelled;
(c) an amount charged incorrectly because of a bug, a pricing error or a mistake on our side;
(d) a charge on your account resulting from confirmed unauthorised use by someone other than you.

5.4 If we suspend or terminate your account for convenience under Terms Section 15, we refund the unused part of any period you have paid for, calculated pro rata. If we terminate because you broke the Terms or the law, no refund is due.

5.5 If we discontinue a paid feature that was a material part of your plan and you were actively using it, contact us. We will offer a pro-rata refund or a credit.

6. Upgrades, downgrades and plan changes

6.1 Upgrading takes effect immediately. We charge the difference for the remainder of the current period, calculated pro rata.

6.2 Downgrading takes effect at the start of your next billing period. We do not refund the difference for the period you are in, because you keep the higher plan until that period ends.

6.3 Switching between monthly and yearly billing takes effect at your next renewal, unless you ask us to apply it sooner.

7. How to ask for a refund

7.1 Email [email protected] from the email address on your account, and tell us which charge you mean: the date and amount, or the invoice number from your receipt.

7.2 We reply to refund requests within 2 business days.

7.3 Approved refunds are submitted straight away. The money goes back to your original payment method. How long it takes to appear after that depends on your bank or card issuer, and is usually 5 to 10 business days.

7.4 Refunds are made in the currency you were charged in. We cannot cover an exchange-rate difference or a fee applied by your own bank.

8. Refunds in your own store

8.1 This is a separate thing from the policy above. If you sell through a Shopiza store, the money from those sales goes to your own connected payment account. We never hold it.

8.2 Refunding your own customer is your decision under your own store policy, and you issue it yourself from your Shopiza dashboard. We are not a party to that sale and cannot refund your customer for you.

8.3 Your customers should contact you, not us. You are responsible for publishing your own refund and returns policy for your store, as set out in Terms Section 7.

9. Problems and chargebacks

9.1 If you think a charge is wrong, please email us first. Nearly everything is sorted out within a few days, which is faster than a bank dispute.

9.2 Opening a chargeback before contacting us may lead to your account being suspended while the dispute runs, because our payment provider freezes the disputed amount.

10. Your statutory rights

10.1 Shopiza is offered for business and professional use (Terms Section 3). If, despite that, you deal with us as a consumer under the law of your country, nothing in this policy limits your mandatory statutory rights, including any statutory right of withdrawal and any right to a remedy for a service that is not as described.

10.2 Nothing in this policy affects your right to complain to a competent authority in your country.

11. Changes to this policy

11.1 We may update this policy. For material changes affecting business users established in the EU, we give at least 15 days' prior notice by email or in-app before they take effect, in line with Terms Section 16.

11.2 The version that applies to a payment is the version in force on the date of that payment.

12. Language

12.1 This policy is drafted in English, which is the authoritative version. Any translation is provided for convenience only. In case of any discrepancy or conflict, the English version prevails.