Refund Policy

1. Overview

This Refund Policy explains how refunds work for SamePoints software subscriptions billed through our platform. It applies to merchants on paid plans (Growth, Pro, Scale, and Custom). The Free plan is $0 via Shopify App Pricing.

This policy does not govern refunds of your customers' retail orders, gift cards, or loyalty redemptions — those remain under your store policies and applicable consumer laws.

2. Free plan

The Free plan ($0 via Shopify App Pricing) includes up to 300 processed syncs per calendar month and the same product features as paid plans. Choose Free in Shopify after connecting your store. Growth, Pro, and Scale are paid plans with higher monthly sync limits.

3. Paid subscriptions

Paid plans (Growth, Pro, Scale, and Custom where applicable) are billed through your Shopify app subscription in Australian dollars (AUD) unless otherwise agreed in writing. Prices shown on our website include GST where applicable. All self-serve plans include the same product features; monthly limits apply to successfully processed syncs only (Shopify paid orders and Square completed payments).

Subscriptions renew automatically each billing period until you cancel in Shopify. In SamePoints, open Settings → Billing → Change plan in Shopify to upgrade or downgrade. To cancel, use Cancel subscription, confirm in our short form, then finish cancellation in Shopify. Cancellation stops future charges; it does not delete historical ledger data.

4. Refund eligibility

• Change of mind: Subscription fees are generally non-refundable once a billing period has started, except where required by law.
• Duplicate or erroneous charges: Contact us within 14 days and we will review and correct verified billing errors.
• Service not supplied: If we fail to provide the service you paid for in a material way and do not remedy it within a reasonable time after you notify us, you may be entitled to a partial or full refund for the affected period.
• Downgrades: When you downgrade, the lower plan applies from the next billing cycle. We do not typically prorate or refund unused time on the previous plan unless required by law.

5. Australian Consumer Law

Nothing in this policy limits your non-excludable rights under the Australian Consumer Law (ACL). If our services come with a consumer guarantee that cannot be excluded and we breach that guarantee, you may be entitled to a remedy such as a refund, fee reduction, or resupply of the service.

6. How to request a refund

Email info@samepoints.com with your account email, invoice date, and a short description of the issue. We aim to respond within 5 business days. Approved refunds are returned to the original payment method where possible.

7. Chargebacks

If you dispute a charge with your bank before contacting us, we may suspend the account while the dispute is investigated. We encourage you to reach out first so we can resolve billing issues quickly.

8. Changes

We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated "Last updated" date. Continued use of paid plans after changes take effect constitutes acceptance of the revised policy for future billing periods.