Refund Policy
I. INTRODUCTION
We at Secomapp are committed to providing a high-quality user experience and customer satisfaction. This refund policy outlines the terms and conditions under which refunds may be granted to the Search Pie app's users. Our refund policy adheres to the refund guidelines set forth by Shopify. For more information on Shopify's refund policy, please refer to their documentation at [https://shopify.dev/docs/apps/billing/purchase-adjustments/refunds]. Rest assured that all refunds are always made as quickly as possible.
II. PAYMENT INFORMATION
2.1. Monthly Plans
At Search Pie, we offer a variety of monthly subscription plans for our search enhancement app on the Shopify platform. According to Shopify's policies, all Search Pie monthly subscriptions are set to auto-renew, ensuring uninterrupted access to our app's features and benefits.
For instance, the date of Enterprise subscription activation is April 4th. The subscription cycle for this plan is 30 days, starting from the date of purchase. This means that the initial subscription period will run from April 4th to May 4th.
Upon reaching the end of the initial subscription period, the customer's subscription will automatically renew for another cycle, extending their access to the app's functionalities for an additional 30 days. In this example, the auto-renewal will occur on May 4th and run until June 3rd.
For more information on Shopify's app charges, please refer to their documentation at [https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps].
2.2. Annual Plans
According to Shopify's policies, all Search Pie annual subscriptions are set to auto-renew, ensuring uninterrupted access to our app's features and benefits.
For instance, the date of Enterprise annual subscription activation is April 4th, 2022. The annual subscription cycle for this plan is one year, starting from the date of purchase. This means that the subscription period will run from April 4th, 2022 to April 4th, 2023.
2.3. One-time Payment
A one-time charge, which you'll see a separate bill for, is not billed on a recurring basis, and won't appear on your regular Shopify subscription bill.
Entity SEO package, and VIP Scan package are the service packages that are currently charged one time in SearchPie.
III. TIMEFRAME & ELIGIBILITY FOR REFUNDS
3.1. Monthly Plans
Users must submit a refund request within [30] days from the date of monthly subscription activation. During the refund period, free cashback is acceptable. However, after exceeding that timeframe, we need to consider specific terms to continue evaluating your refund request.
Refunds for monthly plans of the Search Pie app may be considered in the following situations:
Malfunction: If the app experiences technical issues or malfunctions that prevent users from accessing its features or using it as intended.
Non-compatibility: If the app is incompatible with the user's device, operating system, or other necessary components, and such incompatibility cannot be resolved by our support team.
Failure to deliver promised functionality: If the app fails to provide the functionality or features explicitly stated in its description or promotional materials.
If a user encounters any of the aforementioned situations and contacts our support team for assistance, we will make every effort to resolve the issue within a reasonable timeframe. Despite our best efforts, we are unable to resolve the problem within three days, a refund may be considered.
[*] It's important to note that the three-day timeframe serves as a guideline for determining when a refund may be considered. If the problem reported by a user is particularly complex or requires extensive investigation, it may require more time to resolve than the standard three-day period.
3.2. Annual Plans
Users must submit a refund request within [30] days from the date of annual subscription activation. During the refund period, free cashback is acceptable. However, after exceeding that timeframe, we need to consider specific terms to continue evaluating your refund request.
The eligibility criteria for refunds are consistent for both annual and monthly plans.
With annual plans, if you choose to cancel your annual plan before its expiration date, you may be eligible for a pro-rata refund for the unused portion of the subscription.
[*] The pro-rata refund amount will be calculated based on the remaining months or time left in your annual plan.
IV. REFUND PROCESS
To request a refund, users must:
Contact our support team at support@secomapp.com or through Livechat channel on the Search Pie app interface.
Provide relevant information, including the reason for the refund request, purchase details, and any supporting documentation or evidence.
We review every refund request and aim to respond in two business days.
If you haven't received the refund you're expecting, but it's been fewer than 10 business days, the refund may still be in process. Refunds can take 3 to 10 business days to appear on your card statement.
[*] If the customer submits a refund request after uninstalling the app, please note that the refund process may experience delays as we will need to engage in collaboration with Shopify to facilitate the refund claim. This additional step is necessary to ensure a smooth and compliant refund procedure.
[**] For any transaction of app subscription, Shopify is entitled to retain a fee amount regarded as a processing fee and transfer the rest of the subscription fee to our account on a certain due date. Once it's time we did receive the money, we then go proceed to transfer it back to you instantly. That's why a refund request is successfully approved from our side, you might need to wait for a few more days to receive the balance though, and the refund fee might not be in full.
For more information, please take a look at this Shopify docs: [https://shopify.dev/docs/apps/billing/purchase-adjustments/refunds]
V. REFUND METHOD
Approved refunds may be processed in the original payment method: Refunds will be issued back to the original payment method used for the purchase.
VI. REFUND APPROVAL AND DENIAL
Refund requests will be evaluated on a case-by-case basis. We reserve the right to approve or deny refund requests at our discretion. Factors considered may include the validity of the request, verification of the reported issues, and adherence to this refund policy.
VII. NON-REFUNDABLE ITEMS OR SERVICES
The following items or services are non-refundable for the Search Pie app:
Monthly plans are canceled after 30 days following the first payment
Annual plans are canceled after 30 days following the first payment
In the case of any services which are partially used, no refund request will be approved in such cases (also applied to one-time payments including Entity SEO package, VIP Scan package)
VIII. MODIFICATIONS TO THE REFUND POLICY
We reserve the right to modify or update this refund policy at any time without prior notice. Users will be notified of any changes through email or other communication methods. By continuing to use the Search Pie app after such modifications, users agree to be bound by the updated refund policy.
IX. CONTACT INFORMATION
For any refund-related inquiries or concerns, please contact our support team at support@secomapp.com or Livechat channel in Search Pie app.
X. LEGAL DISCLAIMER
This refund policy is subject to our terms of service and does not override or limit any statutory rights or legal protections applicable in your jurisdiction.
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