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Strathly

Legal

Refund policy

When you can cancel, when you get your money back, and how to ask. Every store pays through Shopify, so cancelling and refunds go through your Shopify bill.

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The short version

Cancel your subscription at any time. It stays active until the end of the period you paid for. Uninstalling the app in Shopify ends it at once.
Ask within 14 days of any charge (the first one, a monthly renewal, extra conversations) and it is refunded in full, no reason needed. After 14 days, the past period is not refunded.
A charge made by mistake is always refunded.
Email support@strathly.com. We issue the refund through Shopify, as a refund or a credit on your Shopify bill.

This policy is part of our terms of service. It doesn't limit any right the law gives you.

1. At a glance

Strathly is sold by HEAVENLYTRADE S.R.L. SEMPLIFICATA to businesses. Every store pays through Shopify, whether you installed Strathly from the Shopify App Store or signed up on our website and then connected your store: your plan and any extra conversations are on your Shopify bill, and refunds go back through Shopify.

Refunds at a glance
What you paid forRefund
The first charge after your free trialYes, in full, within 14 days of the charge
A monthly renewalYes, in full, within 14 days of the charge
Extra conversationsYes, in full, within 14 days of buying them
Any charge after 14 daysNo: cancel any time, and the plan runs to the end of the period you paid for
A charge we made by mistakeYes, in full, whenever you tell us

2. Cancelling

  • You can cancel your subscription at any time, with no fee, on Shopify's plan page, opened from Settings › Billing.
  • Cancelling takes effect at the end of the period you already paid for, and Ivy keeps working until then. Cancelling alone does not refund the period; see below for when a refund applies.
  • If you cancel during the 14-day free trial, you are never charged.
  • If you uninstall the app in Shopify, the service ends when you uninstall it: Shopify ends the subscription and removes our access to your store and the chat from your theme, so Ivy stops answering at once and the plan does not run to the end of the period. Charges, cancellations and refunds for that subscription go through Shopify's billing (section 3).
  • Extra conversations you bought stay with your store after you cancel; they never expire.

3. Refunds

  • Any charge, within 14 days. The first charge after your free trial, a monthly renewal, and a purchase of extra conversations (bought by you or by auto top-up) are refunded in full if you ask within 14 days of the charge. No reason needed.
  • What happens next. A refunded plan charge ends the subscription when the refund is issued, and Ivy stops answering on your store then. A refunded purchase of extra conversations removes it from your balance.
  • After 14 days. The charge is not refunded for the past period. You can cancel at any time, and your plan runs to the end of the period you paid for.
  • Plan changes are billed by Shopify under its own rules. The 14 days count from each charge.

4. Billing mistakes

If you were charged by mistake, for example twice for the same thing or after you had cancelled, tell us and we refund the wrong charge in full, whenever you notice it. Please write to us before disputing a charge with Shopify or your bank: it is usually faster.

5. How to ask for a refund

Write to support@strathly.com from the email of your Strathly account, with your store's myshopify domain and the charge (its date and amount, as on your Shopify bill). A person answers within one business day, and we confirm the refund.

Ask for a refund

The email opens with the details we need already listed. Send it from the address of your account.

Email us

We issue the refund through Shopify, for the full amount of the charge. It shows as a refund or a credit on your Shopify bill, under Shopify's billing rules, which also decide how it reaches your payment method and how the taxes Shopify charged are returned.

7. Your legal rights

Strathly is a service for businesses, so the consumer right of withdrawal does not apply. Nothing in this policy limits a right that the law gives you and that cannot be excluded by contract.

8. Changes

If we change this policy we update the date at the top of the page and tell account owners by email before a change that matters takes effect. A charge is always handled under the policy in force when it was made.