Refund Policy
How refunds and cancellations work for Shopify Expert Marketplace engagements.
This Refund Policy explains when and how refunds are issued for services purchased from Shopify Expert Marketplace. It applies alongside our Terms & Conditions, which govern the overall engagement.
1. Overview
Because our work is custom design and development labor rather than a physical or digital product, refund eligibility depends on how much work has been completed and delivered at the time of a cancellation request. We aim to resolve every refund request fairly and promptly.
2. Deposits
Project deposits secure your place in our schedule and cover initial discovery and planning work. Deposits are fully refundable if you cancel before any design or development work has started. Once work has begun, the deposit becomes non-refundable, as it covers time already invested.
3. Fixed-Price Projects
- Before work begins: full refund minus any payment processing fees already incurred.
- After work begins, before first milestone delivery: a partial refund reflecting hours already worked, calculated at our standard hourly rate.
- After a milestone has been delivered and approved: payments for completed and approved milestones are non-refundable; only remaining, unstarted milestones are eligible for a refund.
4. Monthly Retainers
Retainer fees cover a committed block of hours for the current billing month and are non-refundable once the month has started, since the hours are reserved specifically for your account. You may cancel a retainer at any time to prevent future billing; cancellation takes effect at the end of the current billing cycle.
5. Dedicated Team Engagements
Dedicated team placements typically require a minimum commitment period outlined in your contract. Refunds for early termination are assessed case-by-case according to the notice period and hours already allocated, as detailed in your specific agreement.
6. Non-Refundable Items
The following are generally non-refundable:
- Third-party costs already incurred on your behalf (e.g., premium Shopify themes, paid apps, stock imagery, domain or hosting fees)
- Work completed and approved by the client
- Rush or expedited service fees, once work has started
- Consultation calls that have already taken place
7. How to Request a Refund
To request a refund, email info@shopifywebsexpert.com with your project name, invoice number, and the reason for your request. We'll review your project status and respond within 3 business days with a decision or a request for more information.
8. Processing Time
Approved refunds are processed within 7–10 business days to the original payment method. Your bank or card issuer may take additional time to reflect the refund in your account.
9. Chargebacks & Disputes
We ask that you contact us directly before filing a chargeback with your bank or card provider, so we can try to resolve the issue quickly. Filing a chargeback for work that has been delivered and approved may result in pausing further services until the matter is resolved.
10. Changes to This Policy
We may update this Refund Policy periodically. Changes apply to purchases made after the updated "Last Updated" date; refund terms for existing projects are governed by the policy in effect at the time of purchase.
11. Contact Us
Questions about a refund or this policy can be directed to:
Shopify Expert Marketplace
Billing: info@shopifywebsexpert.com
Phone: (832) 532-6321
Website: shopifywebsexpert.com