Refund Policy

Introduction

This Refund Policy details when refunds may be considered for SimiCart subscriptions & related services, how they are processed, and what is refunded. We aim to be fair and transparent while keeping things clear and predictable.

Because SimiCart offers a free plan and trial to help you carefully evaluate the app before committing the payment, we encourage you to explore the app, review plan details, and reach out to our support team for your inquiries before subscribing so you can make a confident decision.

That said, for the cases eligible for a refund request, our team will do our best to carefully review the situation and issue refunds appropriately.

Terminologies

Term

Definition

Billing Cycle

The time period your app subscription covers (typically monthly or annually)

Subscription 

A recurring plan that gives you access to SimiCart features during a specific billing cycle. Paid subscription will incur subscription charge and is automatically renewed regardless of whether you use SimiCart or not.

Subscription Charge

Charges coming from a paid subscription and are automatically renewed; included in your regular Shopify subscription bill:

  • If the bill is outstanding, the charge is pending
  • If the bill is paid through Shopifyʼs billing system, the charge is paid

Customization Services

Any additional work outside the listed features, including custom development, integrations, or modifications, delivered under separate agreed terms.

Standard Features

Features that are explicitly included in your subscribed SimiCart plan, described in the pricing plans, and available for use within the SimiCart app.

Material Malfunction

An error, bug, or discrepancy that delays or inhibits the primary functionality of the published mobile app developed with SimiCart, that has the potential to corrupt software data

Refund qualification

Refund request eligibility

For merchants subscribing to a paid SimiCart plan, we will process your refund request only when all of the following conditions are met:

  • Your mobile app made with SimiCart experienced a material malfunction of a standard feature included in your subscribed plan, resulting in the app being unusable for its core function including product discovery and purchase.
  • You contacted our support team via direct email or Shopify App Store (at help@simicart.com) or our direct chat channel embedded in the SimiCart app, describing the issue and providing relevant details.
  • You provide all information reasonably requested by our support team (such as store access, issue description, screenshots, videos, or URLs) and cooperate throughout the troubleshooting process. Yet, our team couldnʼt deliver the fix after being given a reasonable period of time to investigate and resolve the issue.

Refund request ineligibility

Aside from the above scenario, others are not eligible for requesting a refund, including but not limited to the following cases:

  • Your app experienced an error as part of a customization service you requested implemented for your app.
  • You change your mind about the subscription after incurring the charge.  Your subscription was purchased with a discount.
  • You purchased a subscription by accident.
  • You forgot to cancel your subscription before renewal
  • The subscription was purchased for evaluation purposes despite prior access to a free plan or trial
  • You donʼt know how to use the app despite receiving the user guide and assistance from our support team
  • You request a refund as an act of goodwill.

Important notices

  • For the cases outside the eligibility scope of this refund policy, you may consider reaching out to the Shopify support team to get assistance since Shopify regulates & manages the billing operation.
  • As soon as a subscription charge is incurred, Shopify will include it in their upcoming bill to be issued to you, and uninstalling SimiCart will not erase the charge.

Refund process

Following the situation eligible for requesting a refund:

  1. Our management team will take 24 hours to review your request and propose resolutions to address the issue.
  2. In case you accept receiving a refund,we will propose an appropriate refund amount based on your particular case.
  3. If you agree, our team will proceed within the next 24 business hours to issue the amount. This event will be verified by Shopify typically in the following 48 business hours before your balance is updated.

Important notices

  • Refunds are limited to the portion of the subscription fee received by SimiCart. Applicable platform, processing, or other side fees are non-refundable.
  • Refund requests are only considered for the current billing cycle associated with the reported issue.
  • As app developer, we donʼt have the permission to retract/remove a pending charge of our app since the billing operation is managed by the Shopify platform. In case a pending charge is part of the refundable amount, only after you pay for the bill containing that charge can our team issue the refund.

Related policies

App prorating, upgrades, and downgrades

If you upgrade or downgrade our subscription with an app, then the app will prompt you to agree to a new recurring app charge. This is required because Shopify allows only one active recurring charge per app at any time. Any existing charges are cancelled and replaced by the new one.

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

App charges when upgrading your app plan

If you upgrade your app plan to a more expensive version, then the increased 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 USD plan, and upgrade to a $15.00 USD plan on day 15 of the billing cycle, then you’re charged $5.00 USD + ($15.00 USD – $5.00 USD) * (15/30) = $10.00 USD

App charges when downgrading your app plan

If you downgrade your app plan to a less expensive version, then 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 application purchase on Shopify

Uninstalling apps with recurring charges

Make sure that you consider app billing cycles when you plan to uninstall an app. Charges for recurring app fees start when you first approve the app and occur again at the start of each billing period. This means that if you uninstall an app just a few days after installation, then you might still have a charge on your bill because of the timing of the billing cycle.

References

App charges on your Shopify bills

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