Refund & Cancellation Policy

1. Free trial

Every paid plan starts with a 14-day free trial. We do not ask for a credit card up front. If you decide not to upgrade, your account simply pauses at the end of the trial and your data is retained for 90 days in case you come back.

2. 30-day money-back guarantee

If you upgrade to a paid plan and aren't satisfied for any reason, email support@dropsigma.com within 30 days of your first paid charge and we'll refund the full amount.

• No questions asked, no exit interview.
• Refunds are processed back to the original payment method within 5–10 business days.
• The guarantee applies once per organization (so you can't trial → cancel → re-subscribe → refund repeatedly).

3. Cancelling your subscription

You can cancel at any time from your dashboard:

1. Go to Settings → Billing.
2. Click Cancel subscription.
3. Confirm — your access continues until the end of the current billing period (no prorated refund after the 30-day window).

After cancellation, you can re-subscribe anytime. Your data is kept for 90 days; after that it's permanently deleted unless you request export beforehand.

4. Prorated refunds & downgrades

Outside of the 30-day window, we don't issue prorated refunds for unused time in a billing period. However:

• Downgrades take effect at the next billing cycle (you keep the higher plan until then).
• Upgrades are prorated immediately — you pay only for the remaining days in the cycle at the new rate.
• Annual plan refunds — if you paid annually and cancel after the 30-day guarantee, we refund the unused months minus a 10% admin fee.

5. Failed payments

If a payment fails (expired card, insufficient funds, etc.), we'll:

1. Email you immediately and retry over 7 days.
2. Keep your account active during the retry window so your operations don't break.
3. If still unpaid after 7 days, your account is paused (read-only access) for 30 more days.
4. After 37 days total, the account is suspended; data retained for 90 days then deleted.

6. Disputes & chargebacks

Please email us before initiating a chargeback — we will always work with you on a refund if you have a legitimate concern. Chargebacks cost us $25 in fees plus the disputed amount; merchants who initiate chargebacks without first contacting us forfeit any future refund eligibility.

7. Refunds for service outages

Plus customers with a 99.9% SLA receive automatic service credits for any month where uptime drops below 99.9%. Credits are calculated as:

Credits are applied to your next invoice automatically — no action required.

8. Refunds via the Shopify App Store

If you installed Drop Sigma through the Shopify App Store, your billing is handled by Shopify (not us directly). Refund requests for App Store charges follow Shopify's refund flow:

1. Email us at support@dropsigma.com — we'll initiate the refund from our end.
2. Shopify processes the refund within 5–10 business days.
3. The refund appears as a credit on your next Shopify bill, not as a direct deposit.

9. How to request a refund

Email support@dropsigma.com with:

• The email address on your Drop Sigma account.
• The approximate date of the charge.
• (Optional but helpful) A one-line reason — it helps us improve.

We confirm receipt within 4 business hours and process refunds within 2 business days.

10. Changes to this policy

We may update this policy. Material changes (anything that shortens the refund window or reduces your protections) take effect 30 days after we email existing customers. Less impactful changes take effect immediately on this page.

11. Contact

Questions about billing or refunds: support@dropsigma.com — replies within 4 business hours.

See also: Terms of Service · Pricing