Refund Policy
We want every merchant using SR Innovations products to feel confident about how billing works. This policy explains our free trial, when you are eligible for a refund, and how to request one.
Effective date: January 1, 2026 · Last updated: January 1, 2026
1. Overview
SR Innovations is committed to merchant satisfaction. We build subscription tools that we stand behind, and our pricing is structured to make it easy to try before you commit. This refund policy is designed to be straightforward: we cover genuine service failures and billing errors promptly, and we are transparent about where refunds are not available.
Because SR Innovations apps are delivered as digital software services and billing is processed through Shopify's infrastructure, refunds follow a specific process described in this policy. Please read it in full before contacting our support team, as it covers most common scenarios.
If you have a billing concern that is not addressed here, email us at support@srinnovations.dev. We respond to all billing enquiries within 2 business days and will do everything within our power to resolve your issue fairly.
2. Free Trial
All new merchants are entitled to a 14-day free trial on any paid SR Innovations plan. The free trial begins the moment you install the app and activate a plan. No credit card is required to start a free trial — you will not be asked to provide payment information until you choose to continue on a paid subscription after the trial period ends.
During the trial period, you have access to all features included in your selected plan at no charge. You can explore the full product, configure subscription plans, and evaluate whether SmartSubscription meets your needs before paying anything. If you decide the product is not right for you, simply uninstall the app before the trial expires — you will not be charged.
The free trial is offered once per Shopify store. Attempts to claim multiple free trials for the same store using different accounts are a violation of our Terms of Service. SR Innovations reserves the right to recover the equivalent subscription fee for any trial period used in bad faith and to terminate accounts engaged in trial abuse.
3. How Billing Works
All billing for SR Innovations apps is handled exclusively by Shopify through the Shopify Billing API. This means your subscription charges appear on your monthly Shopify invoice alongside other Shopify platform charges — you do not make payments directly to SR Innovations. SR Innovations does not collect or store payment card or banking information.
Subscriptions are available on a monthly or annual billing cycle. Monthly plans are billed in advance at the start of each billing period; annual plans are billed in a single charge at the start of the annual period. Both plan types auto-renew automatically at the end of each cycle. For annual plans, SR Innovations will send a renewal reminder email to your registered address 7 days before the renewal date.
To cancel your subscription and prevent auto-renewal, uninstall the SR Innovations app from your Shopify store before your next billing date. Uninstalling the app stops future charges immediately. Your current paid period will remain active until it expires, after which access will be revoked and your data will be deleted in accordance with our data retention policy.
4. Refund Eligibility
We assess each refund request on its merits. The following criteria are a guide to what we consider, not an exhaustive list.
Generally eligible for a refund
- App malfunction that directly caused a billing failure or erroneous charge — for example, a subscription renewal that was triggered incorrectly due to a bug in our platform.
- Duplicate charge resulting from a billing system error, where you were charged more than once for the same billing period.
- Charge that occurred within the last 7 days and the service did not function as described in our product documentation — meaning a core feature you specifically required was broken or absent.
- Annual plan renewal charge where you contacted us within 7 days of the renewal date and had intended to cancel before the renewal, and can demonstrate that you were not aware of the auto-renewal.
Generally not eligible for a refund
- Change of mind more than 7 days after a charge has been made, where the service functioned as described.
- Partial month or partial period usage — subscriptions are billed for the full period in advance, and we do not issue pro-rated refunds for monthly plan cancellations mid-period.
- Charges that resulted from a violation of our Terms of Service or Acceptable Use Policy by your account.
- Charges that occurred during a period when you had access to the service and used it to manage active subscriptions.
- Charges for features you did not use — the subscription fee covers access to the platform, not any specific level of usage.
5. Annual Plan Refunds
Annual plans offer a significant discount over monthly billing, and we recognise that committing to a full year is a meaningful decision. We therefore offer a special consideration for annual plan renewals: if you contact us within 30 days of an annual renewal charge and wish to cancel, we will issue a pro-rated refund for the unused months remaining in your annual term.
The pro-rated refund is calculated as: (number of full calendar months remaining after the cancellation date ÷ 12) × the annual fee paid. Partial months in which the service was accessible are considered used months and are not included in the refund calculation. For example, if you cancel 2 months and 3 weeks into a 12-month plan, the refund covers the remaining 9 full months.
Annual plan pro-rated refunds are not available after 30 days from the renewal date. After 30 days, the standard refund eligibility criteria in Section 4 apply. To request an annual plan refund, follow the process in Section 6, noting in your email that this is an annual plan refund request.
6. How to Request a Refund
To request a refund, email us at support@srinnovations.dev with the subject line “Refund Request — [your store name].” Include the following information in your email so we can process your request without unnecessary back-and-forth:
- Your Shopify store URL (e.g., yourstore.myshopify.com)
- The date and approximate amount of the charge you are requesting a refund for
- A brief description of the reason for your refund request
- For service malfunction claims: a description of what went wrong, including any error messages or screenshots if available
- For annual plan pro-rated refunds: confirmation that you wish to cancel the subscription immediately
We will acknowledge your request within 2 business days and will aim to resolve it — by approving the refund, requesting additional information, or explaining why the request does not meet our refund criteria — within 5 business days of receiving all required information. We will communicate our decision in writing via email.
7. Refund Processing
Once a refund has been approved by SR Innovations, we initiate the refund process through Shopify's billing system. Shopify then processes the refund back to the original payment method on your Shopify account. Refunds typically appear on your Shopify invoice or payment method within 5 to 10 business days of approval, depending on your bank and payment provider.
Refunds are issued in the same currency as the original charge, as processed by Shopify. SR Innovations is not responsible for any currency conversion differences that may result from fluctuations between the date of the original charge and the date of the refund.
If you have not received a refund within 10 business days of our confirmation email, please first check your Shopify billing dashboard and contact your bank, as processing times vary. If the issue persists, contact us at support@srinnovations.dev with your refund confirmation and we will investigate with Shopify on your behalf.
8. Shopify Platform Note
Because SR Innovations apps are distributed through and billed by the Shopify App Store, Shopify's own Partner Programme terms and Merchant Terms of Service also govern the billing relationship between you and Shopify. In some cases, Shopify may have its own refund procedures or dispute resolution processes that apply to charges on your Shopify account. SR Innovations works within the Shopify billing framework and cannot override Shopify's own policies.
If you raise a dispute with Shopify regarding a charge related to an SR Innovations app, Shopify may contact SR Innovations as part of their dispute resolution process. We encourage merchants to contact SR Innovations first at support@srinnovations.dev, as we can usually resolve billing concerns more quickly through direct communication than through a platform dispute.
Shopify's terms regarding app billing can be found in their Terms of Service. SR Innovations is an independent third-party developer and is not employed by or affiliated with Shopify Inc.
9. Contact
For all refund requests and billing questions, contact our support team:
We respond to all support emails within 2 business days (Monday–Friday, Indian Standard Time). For legal and data protection matters, please contact legal@srinnovations.dev.