Legal
Refund Policy
Last updated: April 2026
This Refund Policy applies to all paid subscriptions for MercatorOS products, including creditOS (Shopify app, WooCommerce plugin, API, and MercatorOS dashboard). We want you to be satisfied with what you've purchased — if something isn't right, we'll do our best to make it right.
Free Trial
All new subscribers receive a 30-day free trial with full access to Growth plan features. No payment method is required to start a trial. If you cancel during the trial period, you will not be charged and no refund is necessary.
Monthly Subscriptions
Monthly subscriptions are non-refundable. When you cancel a monthly plan, you retain full access to the Service until the end of your current billing period. We do not issue partial refunds for unused days within a billing cycle.
Annual Subscriptions
Within 14 days of purchase or renewal: If you cancel an annual subscription within 14 days of your initial purchase or annual renewal date and have not made substantial use of the Service, you may request a full refund.
After 14 days: Annual subscription fees are non-refundable after the 14-day window, except at our sole discretion in exceptional circumstances.
Service Outages
If MercatorOS experiences an unplanned service outage exceeding 72 consecutive hours, you may request a prorated credit for the affected period. Credits will be applied to your next invoice and are not redeemable for cash.
How to Request a Refund
To request a refund or cancellation, email us at:
Please include the following in your email:
- Your registered email address or account ID
- The product and plan you subscribed to
- The reason for your refund request
- The date of the charge you'd like refunded
We will review your request and respond within 5 business days. Approved refunds are processed to the original payment method within 10 business days of approval.
Any issues with cancellation or refund requests will be promptly resolved — we stand behind our product and our support.
Shopify App Subscriptions
Subscriptions purchased through the Shopify App Store are billed and managed by Shopify. Refunds for Shopify-billed charges are also subject to Shopify's terms of service. If you have a billing issue with a Shopify-billed subscription, contact us at support@mercatoros.com and we will work with you and Shopify to resolve it.
Non-Refundable Items
The following are not eligible for refund:
- Monthly subscription fees (partial periods)
- Annual subscription fees requested outside the 14-day window
- One-time setup or onboarding fees, if applicable
- Accounts suspended for violations of our Terms of Service
Contact
For any questions about this policy or help with your account:
Email: support@mercatoros.com
This Refund Policy is incorporated into and forms part of our Terms of Service.