Refund Policy

Key terms

These short definitions explain words used in this policy.

BSS Commerce, we, us: The company behind the BSS Commerce Shopify apps. This policy covers all of those apps.
Billing cycle: The period you are billed for under your plan, monthly or annual. The 5-day and 7-day time limits below are counted from the start of your current billing cycle.
Free plan or trial period: Access to BSS Commerce features before you pay. Which one you get depends on the app you install.
Major problem: A problem that happens to your BSS Commerce account and creates data loss or serious disturbance.
Shopify billing: Shopify’s own billing system, which charges you for app subscriptions. BSS Commerce does not control it.
Prorated charge: A charge worked out from the price difference between two plans and the number of days left in the billing cycle.
Application credit: Credit you are offered after a downgrade. It can be used towards any future purchase of an application on Shopify.

Refund terms

1. Refund qualification

Time limits at a glance
Subscription	Send the request	Condition
Monthly	Within the first 5 days of your current billing cycle	A major problem has happened to your BSS Commerce account, creating data loss or serious disturbance
Annual	Within the first 7 days of your current billing cycle	A major problem has happened to your BSS Commerce account, creating data loss or serious disturbance

Monthly Subscription: The refund request must be issued within the first 5 days of your current billing cycle. A refund request can be accepted only when a major problem has happened to your BSS Commerce account, creating data loss or serious disturbance.

Annually Subscription: The refund request must be issued within the first 7 days of your current billing cycle. A refund request can be accepted only when a major problem has happened to your BSS Commerce account, creating data loss or serious disturbance.

In plain words

Under this section, a refund request can be accepted only when you send it inside the time limit and a major problem has happened to your account. Example: your yearly billing cycle started a few days ago and a problem in the app has caused data loss. The request is inside the 7-day limit and the problem qualifies. If you only changed your mind, the policy says we have no obligation to refund (see the list below).

If you cancel the app after using it for several months, the usage bill will be calculated by the original monthly plan (without discount) * month in use. The refund will be decided case by case and based on remaining after deducting Shopify’s processing fees.

In plain words

If you used the app for several months before cancelling, the usage bill is the original monthly plan price (without discount) multiplied by the months you used it. We decide the refund case by case, and it is based on what remains after Shopify’s processing fees are deducted.

Since we provide free plan or trial period (depending on the app you install) where you have access to BSS Commerce’s features, we have no obligation to provide a refund in the following situations:

You have changed your mind about the app
You bought BSS Commerce’s app at a discount
You bought the app for evaluation purposes
You bought the app by mistake
You do not have sufficient expertise to use the app
You ask for goodwill
You ask for refunds of prior months
You ask for refunds of paid development/customization services

Conflict(s) occurs that is related to any other 3rd-party apps/themes installed in your store.

Before subscribing to any of our apps, please read the app details and contact us in-app, check the DEMO very carefully, or contact us for further details. Only if you are completely satisfied, the app should be subscribed.

In plain words

You can try the app on a free plan or trial period first (depending on the app). That is why the situations in the list above do not oblige us to refund. Please read the app details and check the demo before you subscribe, or contact us with questions.

2. How to issue a refund?

If you plan to get a refund, please submit a request via Live Chat in BSS Commerce’s app.

If you encounter a problem in our app, it’s better to investigate it and restore any data lost or disturbed.

Therefore, please do not uninstall BSS Commerce’s app – we can only help if you still have the app. Once it’s uninstalled, there’s nothing we can do.

In plain words

Keep the app installed.
Submit your refund request through Live Chat in the BSS Commerce app.
Send information about the problem: screenshots, videos, URLs and similar details.
Let us try to solve the problem first. A refund is only considered after that.

3. What to do before issuing a refund?

If you decide to uninstall BSS Commerce’s app, please contact us via live chat so that we can help you remove all leftover code of the app.

In plain words

If you decide to uninstall the app, contact us through live chat first. We can help you remove any leftover code the app left in your store.

4. When and how to receive a refund?

Once we receive your refund request:

Case 1: The billing cycle has been paid: we will issue the refund.
Case 2: The billing cycle has not been paid yet. In this case, kindly wait until you are charged and contact us again. Or, you can contact the Shopify team directly to request a cancellation of this charge.

The charge should be cancelled in a few days or even right away after our action. To keep track of the process, you can contact the Shopify team directly and ask them about this issue.

Please note that we cannot avoid future charges as they are under the control of the Shopify billing team. We can only refund you after you have paid for the charge. Due to Shopify’s policy, we don’t handle this refund by ourselves so we really do appreciate your understanding and patience.

Special case: If you forget to cancel your subscription after the trial period ends (5 days of your current billing cycle to monthly billing, 7 days of your current billing cycle to yearly billing), you are only eligible for a refund of 50% of the subscription fee for the first billing cycle (Monthly or Yearly charge)

In plain words

Case 1: you have already paid for the billing cycle, so we issue the refund.
Case 2: you have not been charged yet. Wait until you are charged and contact us again, or contact the Shopify team to ask them to cancel the charge.
Who controls charges: Shopify’s billing team controls future charges. We can only refund a charge after you have paid it.
Special case: if you forget to cancel after the trial period ends, you are only eligible for a refund of 50% of the subscription fee for the first billing cycle (monthly or yearly charge).

Charge policy

App prorating, upgrades, and downgrades

If you upgrade or downgrade your subscription with an app, then the app will prompt you to agree to a new recurring app charge. This is because Shopify allows each app only one recurring app charge to be enabled at a time. The existing recurring application charge will be cancelled and replaced by the new charge.

Depending on the app, the new recurring app charge is applied either immediately or after the app’s current billing cycle ends.

If the new app charge is applied immediately, then when you upgrade your plan by moving from a less expensive charge to a more expensive charge, the charge is prorated based on the difference in price and the number of days remaining in the billing cycle. For example, if you begin a 30-day billing cycle on a $5.00 plan and upgrade to a $15.00 plan on day 15 of the billing cycle, then you’re charged $5.00 + ($15.00 – $5.00) * (15/30) = $10.00 USD.

If the new app charge is applied immediately, then when you downgrade your plan by moving from a more expensive charge to a less expensive charge, you’re automatically offered an application credit based on the difference in price and the number of days remaining in the billing cycle. This application credit can be used towards any future purchase of an application on Shopify.

In plain words

Shopify allows each app only one recurring app charge at a time. When you change plans you approve a new charge, and it replaces the old one. Depending on the app, the new charge starts immediately or after your current billing cycle ends.

Upgrade example, step by step (new charge applied immediately):

You are on a $5.00 plan in a 30-day billing cycle.
On day 15 you upgrade to a $15.00 plan.
The price difference is $15.00 – $5.00 = $10.00.
The part of the cycle left is 15/30, so the extra charge is $10.00 * (15/30) = $5.00.
Your total is $5.00 + $5.00 = $10.00 USD.

Downgrade: you are automatically offered an application credit for the price difference and the days remaining. You can use it towards any future purchase of an application on Shopify.

Shopify’s own help pages

Shopify, not BSS Commerce, runs app billing. These pages are written by Shopify and explain the billing mechanics. We read them on 2026-10-05. Shopify may change them at any time.

App Charges on Your Shopify Bills: how app charges appear on your Shopify bill, the difference between pending and paid charges, and how prorated charges and application credits work.
Understanding Shopify’s refund policy for plans: Shopify’s refund page, which also has a section on app charges.

Frequently asked questions

These answers repeat what the policy above already says.

What should I do first if the app does not work?

Contact us through Live Chat in the app, the contact form or the support page. Send screenshots, videos or URLs of the problem. We try to solve it before any refund is issued.

How long does it take to solve an issue?

It may take up to 24 hours during working days and 48 – 72 hours during the weekend.

How long do I have to ask for a refund?

For a monthly subscription, within the first 5 days of your current billing cycle. For an annual subscription, within the first 7 days. In both cases a major problem must have happened to your account, creating data loss or serious disturbance.

Can I get a refund if I changed my mind or bought by mistake?

We have no obligation to provide a refund in these situations. The same applies if you bought the app at a discount, for evaluation, because you lack the expertise to use it, as goodwill, for prior months, or for paid development or customization services.

Should I uninstall the app before I ask for a refund?

No. Please do not uninstall the app before you contact us. We can only help if you still have the app. Once it is uninstalled, there is nothing we can do.

I have not been charged yet. What now?

Wait until you are charged and contact us again. Or you can contact the Shopify team directly to request a cancellation of the charge. We cannot avoid future charges because Shopify’s billing team controls them.

What happens to my charge if I upgrade or downgrade?

Shopify replaces your recurring app charge with a new one. An upgrade applied immediately is prorated by price difference and days remaining. A downgrade gives you an application credit. See the charge policy above for an example.

I forgot to cancel after my trial ended.

You are only eligible for a refund of 50% of the subscription fee for the first billing cycle (monthly or yearly charge).