# Refund policy

#### **1. Overview** <a href="#id-1.-overview" id="id-1.-overview"></a>

This Refund Policy applies to **B2Bridge** ap&#x70;**.**

If you experience any issues with our apps, have concerns about billing or support, or require assistance with development services, please contact us directly before requesting a refund. You can reach our support team via:

* 📧 **Email:** <support@b2bridge.io>
* 💬 **Live Chat** (available in-app& on the bottom right corner of [docs.b2bridge.io](https://docs.b2bridge.io) and main website [b2bridge.io](https://b2bridge.io))

Refunds will only be considered **after** we have been given the opportunity to diagnose and fix any issue related to our app.

***

#### **2. Refund Eligibility** <a href="#id-2.-refund-eligibility" id="id-2.-refund-eligibility"></a>

**Monthly Subscriptions**

* Refund requests must be submitted **within 5 days** of the current billing cycle.
* Refunds are granted **only** in cases of major technical issues causing data loss or severe disruption, where our team cannot provide a fix.

Because we provide a **free plan or trial period** for most apps, refunds are not granted in the following situations:

* You changed your mind after purchase.
* You purchased the app at a discount.
* You installed the app for evaluation purposes.
* You purchased the app by mistake.
* You lack the required technical knowledge to use the app.
* You request a refund for prior months.
* You request a refund for custom development or customization services.
* The issue is caused by a **third-party app or theme conflict**.

Before subscribing, please review the **app details, documentation, and demo**, or contact our team to ensure the app meets your business needs.

***

#### **4. How to Request a Refund** <a href="#id-4.-how-to-request-a-refund" id="id-4.-how-to-request-a-refund"></a>

To request a refund, please:

1. Contact us at [**support@b2bridge.com**](mailto:support@b2bridge.com) or via **Live Chat**.
2. Provide supporting information such as **screenshots, videos, or URLs** related to the issue.
3. <mark style="color:red;">**Do not uninstall the app**</mark> <mark style="color:red;"></mark><mark style="color:red;">before contacting us - we can only investigate and assist while the app remains installed.</mark>

{% hint style="warning" %}
Once the app is uninstalled, all associated data is removed and we will be unable to assist further.
{% endhint %}

***

#### **5. Before Uninstalling** <a href="#id-5.-before-uninstalling" id="id-5.-before-uninstalling"></a>

If you decide to uninstall B2Bridge, please contact us first so we can:

* Help remove any residual app code.
* Ensure a clean uninstallation without affecting your store’s functionality.

***

#### **6. Refund Processing** <a href="#id-6.-refund-processing" id="id-6.-refund-processing"></a>

After your request is approved:

* **Case 1:** If the billing cycle has already been charged, we will process the refund accordingly.
* **Case 2:** If the billing cycle has not yet been charged, you may need to wait for Shopify to complete the billing. You can also contact Shopify directly to cancel the charge.

Please note:

* Shopify manages all app billing and refunds through their own system.
* We cannot directly cancel or prevent future Shopify charges.
* Refunds are issued only **after Shopify completes billing** for the current cycle.

**Special Case:** If you forget to cancel your subscription after the trial period ends:

* You may receive a **50% refund** of the first billing cycle (monthly or yearly), provided the request is made within the first 5 days for monthly plans.

***

#### **7. Charge Policy** <a href="#id-7.-charge-policy" id="id-7.-charge-policy"></a>

**App Upgrades, Downgrades, and Prorating**

When upgrading or downgrading your app plan, Shopify prompts you to approve a new recurring charge because only **one active charge** can exist per app at a time.

* The existing charge will be cancelled and replaced by the new one.
* Depending on the app, the new charge applies **immediately** or **after the current billing cycle** ends.

If the new charge applies immediately:

* **Upgrade:** You’ll be charged a prorated amount based on the difference in plan prices and the remaining days in your billing cycle. Example: If you upgrade from a $99 plan to a $199 plan on day 15 of a 30-day cycle, you’ll be charged:

  > $99 + ($199 – $99) × (15/30) = $149.
* **Downgrade:** You’ll receive an **application credit** for the unused portion of your higher plan, which can be applied to future Shopify app purchases.

***

#### **8. Contact Us** <a href="#id-8.-contact-us" id="id-8.-contact-us"></a>

If you have any questions about this Refund Policy or need help with your subscription, please contact us at:&#x20;

📧 [**support@b2bridge.io**](mailto:support@b2bridge.io)

💬 **Live Chat:** available in-app & on the bottom right corner of [docs.b2bridge.io](https://docs.b2bridge.io) and main website [b2bridge.io](https://b2bridge.io)


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.b2bridge.io/refund-policy.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.