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Refund & Cancellation Policy

Last Updated: October 2026

1. Free Trial

The Starter and Growth plans start with a 14-day free trial with access to every feature of the plan you chose. You are not charged during the trial. You approve the subscription on Shopify's own billing page: ChatFirm never asks for or sees your card details, and whether Shopify asks you for a payment method depends on your Shopify account. Each store gets one 14-day trial. The Scale plan has no free trial and is charged from the day you approve it; moving from a trial to Scale ends the trial.

If ChatFirm is not right for you, cancel before the trial ends (from the Billing page in the dashboard, or by uninstalling the app) and you will not be charged.

2. Subscription Cancellation

You have the freedom to cancel your subscription at any time without penalty or cancellation fees:

  • Self-Service: Cancel from the Billing page in the ChatFirm dashboard, or uninstall ChatFirm from your Shopify admin under Settings → Apps and sales channels.
  • Immediate Effect: Once the subscription is cancelled or the app is uninstalled, Shopify stops billing it. Your data is then handled as described in our Privacy Policy.
  • No Hidden Contracts: We operate on a month-to-month basis with no annual lock-ins unless specifically contracted under an Enterprise plan.

3. Refund Eligibility

Because ChatFirm is billed through Shopify as a recurring subscription, standard subscription fees are generally non-refundable once billed. However, we consider full or prorated refund requests under the following fair circumstances:

A. Verified Technical Issues

If our core service suffers an extended outage or severe technical defect on our end that prevented your store from processing order confirmations, and our technical support team was unable to resolve the issue within 48 hours.

B. Billing Discrepancies & Duplicate Charges

If an accidental duplicate charge or billing error occurs due to Shopify billing synchronization or plan tier transitions, we will promptly refund the discrepancy.

4. Exclusions from Refunds

Refunds are not granted in situations involving:

  • Courier delivery failures, rider delays, or disputes regarding cash remittance between you and your courier (currently Leopards Courier).
  • Restrictions or bans placed on your WhatsApp account by WhatsApp. ChatFirm connects through an unofficial WhatsApp Web integration (see our Privacy Policy), and you are responsible for using your account in line with WhatsApp's rules.
  • Failure to cancel your subscription before the first charge after a free trial, or before a monthly renewal.

5. How to Request a Refund or Billing Review

If you believe you qualify for a refund under the guidelines above, please contact our support team:

Please include: Your Shopify store URL (e.g., yourstore.myshopify.com) and the relevant charge date.

We aim to review refund requests promptly. An approved refund is issued through Shopify, which handles the payment.