Refund & Cancellation Policy
Clear, fair, and simple.
1. Overview
This Refund and Cancellation Policy applies to all paid subscriptions to the Syncnity Shopify application. Syncnity is billed through Shopify's billing system, and this Policy works in conjunction with Shopify's own billing terms.
2. Free Plan
The Free plan is available at no charge and has no billing, cancellation, or refund considerations. You may use the Free plan indefinitely or upgrade at any time.
3. Cancellation
3.1 How to Cancel
You may cancel your paid subscription at any time by:
- Going to your Shopify Admin > Apps > Syncnity > Subscription
- Selecting 'Cancel subscription' or uninstalling the Syncnity app
- No cancellation fees apply
3.2 Effect of Cancellation
- Cancellation takes effect at the end of your current billing period (monthly or annual)
- You retain full access to your paid plan features until the end of the billing period
- After the billing period ends, your account automatically downgrades to the Free plan
- Your existing review data and widgets remain accessible on the Free plan (subject to Free plan limits)
3.3 Annual Plans
Annual plans are billed upfront for the full year at a discounted rate. If you cancel an annual plan, the cancellation takes effect at the end of the annual period. Early cancellation of annual plans is subject to the refund conditions in Section 4.
4. Refunds
4.1 7-Day New Subscription Refund
If you are dissatisfied with a paid subscription within 7 days of your first payment, you may request a full refund. To qualify:
- This must be your first paid subscription to Syncnity (not a plan upgrade or renewal)
- Request must be submitted within 7 calendar days of the initial charge
- Send your refund request to info@syncnity.com with subject line: 'Refund Request - [Your Store URL]'
We will process qualifying refunds within 5–7 business days.
4.2 Situations Where Refunds Are Issued
- 7-day new subscription window (as above)
- Duplicate charges due to technical error
- Service outage of more than 72 consecutive hours that materially impacts your use of the Service
- Charges made after a confirmed cancellation request
4.3 Situations Where Refunds Are Not Issued
- Requests made after the 7-day new subscription window
- Plan renewals (monthly or annual)
- Partial months of usage after downgrade or cancellation
- Unused features within a plan
- Situations where you have violated our Terms of Service
- Dissatisfaction with Shopify's platform (issues unrelated to Syncnity)
4.4 Annual Plan Mid-Term Cancellation
If you cancel an annual plan before the end of the annual term and do not qualify for the 7-day refund:
- No prorated refund is issued for the remaining months
- You retain access to paid features until the end of the annual term
We recommend evaluating the Service on a monthly plan before committing annually.
5. Plan Upgrades and Downgrades
- Upgrades: Charged immediately on a prorated basis for the remainder of the billing cycle
- Downgrades: Take effect at the end of the current billing cycle; no refund for the price difference
6. Failed Payments
If a payment fails:
- Shopify will retry the charge as per their standard billing retry schedule
- Your account may be suspended or downgraded to the Free plan after repeated failed charges
- You will be notified via email of payment failures
- We are not responsible for charges declined by your bank or Shopify.
7. Shopify Billing
As Syncnity bills through Shopify's billing system, the following also applies:
- All charges appear on your Shopify invoice
- Shopify's own billing policies may also govern certain aspects of your subscription
- For billing disputes not resolvable through our process, you may contact Shopify Support
8. Price Changes
We reserve the right to change subscription pricing. We will provide at least 30 days' advance notice of any price increases via email and/or in-app notification. Price changes will apply from your next renewal date after the notice period.
9. How to Request a Refund
Email us at info@syncnity.com with:
- Subject: 'Refund Request - [Your Store URL]'
- Your Shopify store URL
- The charge date and amount
- Reason for the refund request
We aim to respond to all refund requests within 2 business days.
10. Contact
Email: info@syncnity.com
Business hours: Monday to Friday, 9:00 AM to 6:00 PM IST