Understanding Shopify's refund policy for plans

Shopify plans are generally non-refundable as stated in section 5.10 of the Shopify Terms of Service. This applies to most circumstances, including plan cancellations and deactivations. However, if you believe you've been charged in error or have a special situation, then you can contact Shopify Support to have your case reviewed.

Refund eligibility time windows

While refunds aren't guaranteed, Shopify Support reviews eligible requests on a case-by-case basis. To be eligible for a refund review, your cancellation or request must fall within specific time windows:

What's not eligible for a refund

The following scenarios are generally not eligible for refunds:

• Plan downgrades: When you downgrade your plan mid-cycle, you receive account credits applied to future invoices instead of a refund. Your current plan features remain available until the end of your billing cycle.
• Requests outside of time windows: Cancellation or refund requests made after the eligible time windows have passed.
• Unused services: Not using your Shopify store during your billing period doesn't automatically qualify you for a refund, as Shopify continues to provide the service.
• Third-party app charges: Shopify can't refund charges from third-party apps. You must contact the app developer directly.
• Theme purchases: Themes are final sale and non-refundable. Learn more about theme refund policies.

Handling specific billing and refund scenarios

When dealing with plans on Shopify, you might encounter various scenarios where understanding the billing and refund policies is crucial. The following are some key situations and how to navigate them:

• Plan cancellation: If you cancel your Shopify plan, then no refunds are issued for any remaining period post-cancellation.
• Plan downgrades: Shopify plans are pre-paid. If you choose to downgrade mid-cycle, then your new plan will take effect at the end of your current billing cycle. Learn more about billing cycles.
• Billing errors: If you think there has been a billing error, then contact Shopify Support. A Support Advisor will review your billing issue and help resolve it.
• Unexpected charges: If you want to avoid unexpected charges, then you should cancel your plan before the next billing cycle starts. Familiarize yourself with the process of deactivating your store to prevent any unintended charges.

Request a billing review

If you think you've been charged incorrectly, have duplicate stores, or have another special situation, then contact Shopify Support. A Support Advisor will review your case and determine whether a refund or credit is appropriate. Refunds and credits aren't guaranteed, but they can be approved after review in some circumstances.

Before you contact Shopify Support about a billing refund or credit

Before reaching out to Shopify Support about a billing refund or credit, gather the following information to help resolve your issue faster:

• Confirm that you're the store owner or a staff member with billing permissions as only they can submit refund requests
• Your store URL and account email address
• The invoice number and date for the charge in question
• The date you canceled or downgraded your store, if applicable
• Whether this is your first invoice after your trial period
• For app refunds: the date you uninstalled the app and the app's billing period start date
• A brief explanation of why you're requesting a refund, such as a billing error or duplicate charge
• Any supporting documentation, such as screenshots of billing errors or confirmation of cancellation
• Steps you've already tried from the troubleshooting sections on this page

Having this information ready helps Shopify Support assist you more efficiently.

Handling unused service claims

Because Shopify plans are pre-paid, downgrading mid-cycle will result in your new plan becoming effective only at the end of your current billing cycle.

Request a refund for unauthorized or incorrect charges

For information about resolving unrecognized charges of billing discrepancies, or requesting a refund for unauthorized or incorrect charges, refer to Resolving unknown charge issues on your Shopify bills.

Refund eligibility in the event of a billing discrepancy

Shopify's Terms of Service don't allow for refunds. However, if there is a proven error, then you can discuss this with Shopify Support immediately to review and address the specific issue with your bill.

Refunds for Shopify App Store purchases

Refund policies for app purchases vary depending on whether the app was developed by Shopify or a third-party developer.

Third-party apps

Refunds for third-party apps are managed directly by the app developer, not Shopify. To request a refund or credit for a third-party app, contact the app developer directly. Learn more about troubleshooting app charge disputes and refunds.

Shopify apps

For apps developed by Shopify, refund requests may be considered if the app was uninstalled within 7 days of the start of the app's billing period. Before requesting a refund, ensure that you've uninstalled the app to prevent future charges.

Requesting a refund or credit for Shopify App Store purchases

When seeking a refund or credit for apps bought from the Shopify App Store, it's important to know the proper steps to engage with the app developer and understand the refund procedures.

How to request a refund or credit for Shopify App Store purchases

When you request a refund or credit for an app, the process can vary in the following ways depending on how the payment was handled:

• Payments processed by Shopify: If the charge for the app was processed through Shopify, then the app's developer can issue a refund or give you a credit. Credits are applicable to future purchases in the Shopify App Store and documented on your subscription bill.
• Payments processed externally: If the charge was processed outside Shopify, then the refund will be handled by the developer using the original payment method.

Always check the app's listing page or the developer's homepage for specific details on their refund policy as approval may depend on these terms.

Steps:

1. Visit the Shopify App Store and search for the app.
2. Click the app, and then click Get support.
3. Provide your information and a message regarding your request, and then click Send message.

Replies from the developer will be sent to the email address associated with your Shopify account.

Uninstalling an app

If you decide you no longer need an app, then you can uninstall it directly from your Shopify admin.

Refund policy for theme purchases

Theme purchases from the Shopify Theme Store are final sale and non-refundable. When you purchase a theme, you immediately gain full access to the theme's source code, and Shopify can't revoke that access after purchase.

Before purchasing a theme, consider the following:

• Try before you buy: You can try any theme for free in your store before purchasing. Use this to verify that the theme works for your needs.
• Review theme documentation: Check the theme's features and requirements on its listing page before committing to a purchase.
• Contact the theme developer: If you have questions about a theme's functionality, contact the developer through the theme's listing page before purchasing.

Refund policy for misspelled domains

Shopify generally doesn't issue refunds for subscription plans, including for unused services, misspelled domains, or ineligibility scenarios. If you believe you've been charged in error, then contact Shopify Support to request a review. For details on Shopify's refund policy, refer to section 5.10 of the Shopify Terms of Service.

Understanding transaction fee policies

When you cancel an order on Shopify, the transaction fee associated with that cancellation won't be refunded to your account nor credited back.

Transaction fees are separate from Shopify Payments fees, which are taken directly from your payout. Learn more about fees and costs.