Refund & cancellation policy.

A new workspace on one of the plans priced below starts with a 14-day free trial. You are not charged during the trial, and you can install, connect your store, and evaluate the full product without entering into a paid plan.

If you uninstall before the trial ends, no charge is ever created. Billing only begins if you choose to stay past the trial.

The Retrics retention plans are a flat monthly subscription: Growth is $149/month, Scale is $299/month, and Concierge is $1200/month. There are no per-message fees, overage charges, or hidden usage costs.

Those plans are billed through Shopify. Shopify presents the charge, you approve it in your own Shopify admin, and it appears on your regular Shopify invoice. We never see or store your card details — Shopify is the merchant of record for that subscription.

Retrics Channels is the exception, and its two charges are kept apart. The Channels Shopify app carries a single per-store charge on Shopify App Pricing, billed by Shopify exactly as above. The cross-channel platform plan is a separate product billed by Retrics, and it never appears on a Shopify invoice. Which charge is which, and where each one is stopped, is set out on the Channels billing page.

There are no long-term contracts and no cancellation fees. Your plan renews month to month until you cancel.

Cancel any time — no email required. Uninstall the Retrics app from your Shopify admin, or cancel the Retrics subscription directly under Settings → Apps and sales channels in your Shopify admin. Either action ends the subscription.

A plan billed by Retrics rather than by Shopify is cancelled on the Retrics account that holds it, not from your Shopify admin, and uninstalling a Shopify app does not end it. The two are independent in both directions: for Retrics Channels, the app and the platform plan each stop without touching the other.

When you cancel, your access continues until the end of the current billing period; the subscription then ends and does not renew. You will not be billed again after you cancel.

Consistent with Shopify’s billing model, monthly subscription fees are not pro-rated when you cancel partway through a period. You keep access to your plan for the remainder of the period you have already paid for.

If you upgrade or downgrade between plans, Shopify applies its standard adjustment to your next invoice.

Because you get a 14-day free trial before any charge and can cancel any time, we generally do not issue refunds for a completed billing period. Canceling stops future renewals; it does not refund the current period.

If you were charged in error — for example, a duplicate charge or a charge after you intended to cancel — contact us at legal@retrics.ai within 30 days of the charge and we will review it and issue a refund where a billing mistake occurred.

Approved refunds are returned by whoever took the money: through Shopify for a charge on your Shopify invoice, and by Retrics for a plan Retrics billed. Either way it goes back to the original payment method. Nothing here limits any refund rights you may have under applicable law.

Billing or cancellation questions: legal@retrics.ai. (Delaware, USA).

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