Refund & Cancellation Policy

1. Policy Statement

By subscribing to any paid plan on RelayOps, you explicitly acknowledge and agree that:

• All payments are final once processed
• No refunds will be issued for any reason, including but not limited to service dissatisfaction, change of mind, or underutilization
• Subscription fees are non-refundable regardless of usage, cancellation timing, or service issues
• This policy applies to all subscription plans: Starter, Growth, and Enterprise

This policy exists to ensure sustainable operations and fair pricing for all users. We invest significant resources in infrastructure, development, and support that cannot be recouped if refunds are issued.

2. Scenarios Where NO Refunds Are Issued

Refunds will NOT be provided under any of the following circumstances:

2.1 Account Cancellation or Downgrade

If you cancel your subscription or downgrade to a lower plan:

• You will NOT receive a prorated refund for the unused portion of your billing period
• You will retain access to paid features until the end of your current billing cycle
• No credits or refunds will be applied to future billing periods

2.2 Underutilization or Non-Use

• Not using the platform after subscribing
• Using fewer features than expected
• Lower order volume than anticipated
• Not connecting stores or couriers
• Forgetting to cancel before renewal

2.3 Service Dissatisfaction

• Not liking the user interface or features
• Expected features not meeting your needs
• Change of mind after subscribing
• Finding an alternative solution
• Business closure or change in business model

2.4 Technical Issues

• Temporary service outages or downtime
• Bugs or errors that are subsequently fixed
• Integration issues with your store or courier
• Performance issues or slow loading times

2.5 Third-Party Failures

• Courier API downtime (TCS, Leopards, BlueEx)
• Shopify or WooCommerce platform issues
• Failed shipments due to courier errors
• Store synchronization problems caused by third-party platforms

2.6 Account Termination for Violations

Accounts terminated for violating our Terms of Service or Acceptable Use Policy are NOT eligible for any refunds.

3. How to Cancel Your Subscription

While we do not offer refunds, you may cancel your subscription at any time to prevent future charges:

3.1 Cancellation Process

1. Log in to your RelayOps account
2. Navigate to Account Settings → Subscription
3. Click "Cancel Subscription"
4. Confirm cancellation

Alternatively, contact support at support@relayops.com to request cancellation.

3.2 What Happens After Cancellation

• Immediate Effect: No new charges will be processed for future billing cycles
• Access Retention: You retain access to paid features until the end of your current billing period
• No Refund: You will NOT receive a refund for the remaining days in your billing period
• Data Retention: Your data will be retained for 30 days after subscription end date, then permanently deleted
• Downgrade Option: If available, your account may downgrade to the free Starter plan (subject to plan limitations)

3.3 Cancellation Timing

To avoid being charged for the next billing cycle, you must cancel before your renewal date. Cancellations made after automatic renewal has been processed will NOT result in a refund, but will prevent future charges.

4. Why We Don't Offer Refunds

Our No Refunds policy exists for several important reasons:

• Infrastructure Costs: We pay for server resources, database hosting, and API access regardless of individual usage
• Fair Pricing: Our no-refund policy allows us to offer competitive pricing to all users
• Operational Efficiency: Resources consumed during your subscription period cannot be recouped
• Abuse Prevention: Prevents abuse by users who might attempt to use services temporarily and request refunds
• Free Trial Alternative: We offer a free Starter plan to evaluate the platform before committing to paid plans

5. Before You Subscribe - Important Recommendations

6. Exceptional Circumstances

While our policy is strictly no refunds, we will consider refunds ONLY in the following extremely rare circumstances:

• Billing Errors: Duplicate charges or incorrect amounts charged due to a technical error on our end
• Unauthorized Charges: Charges made without your authorization (you must provide proof)
• Service Non-Delivery: Complete inability to access the platform due to our failure (not third-party issues)

To request consideration for an exceptional refund, contact billing@relayops.com within 7 days of the charge with detailed documentation. All refund requests are subject to review and approval at our sole discretion.

7. Alternative Dispute Resolution

While we cannot offer refunds, we are committed to addressing legitimate concerns:

• Technical Issues: We will work to resolve bugs and technical problems promptly
• Feature Support: We provide comprehensive documentation and support to help you maximize platform value
• Account Credits: In rare cases of prolonged service disruption (as defined in our SLA), we may offer account credits for future billing periods (NOT cash refunds)

8. Chargebacks and Disputes

If you have a billing concern, contact us first at billing@relayops.com before initiating a chargeback.

9. Changes to This Policy

We reserve the right to modify this Refund & Cancellation Policy at any time. Changes will be communicated via email or platform notification. Your continued use of RelayOps after changes constitutes acceptance of the updated policy.

10. Contact Us

For questions about this policy or billing issues: