Refund & cancellation

• You can cancel from the merchant portal at any time, or by writing to support@dev.ecommerze.app.
• Cancelling stops future invoices. Your store stays open until the end of the period you have already paid for.
• Changing plan takes effect from the next billing period unless you ask for it to apply immediately.

• Our mistake — a duplicate charge, a charge after you cancelled, or a charge for a plan you did not choose — is refunded in full.
• Unused time on a yearly plan can be refunded pro rata if you cancel within 14 days of the charge. After that, yearly plans run to the end of the year you paid for.
• Monthly plans are not refunded for the current month; cancel and the store stays open until it ends.
• A store closed for breaking the terms of service is not refunded.

Refunds go back to the payment method the charge came from. Depending on the provider this can take a few working days to show.

If an invoice is not paid by its due date the store enters a grace period. If it is still unpaid when the grace period ends, the store is suspended: the storefront goes offline and the merchant portal shows only billing until the balance is settled. Your data is kept while the store is suspended. Pay the invoice and the store comes back straight away.

This policy is about what you pay us. Refunds to people who buy from your store are between you and them, under the refund policy you publish on your storefront (Settings → Legal in the merchant portal), and are processed through the payment gateway the order came through.

Write to support@dev.ecommerze.app from the email on your account with your store address and the invoice number. We answer within two working days.