Refund & Cancellation Policy

This Refund and Cancellation Policy applies to all services offered by Shopify Pro Services ("we", "us", "our") to clients ("you", "the client") who purchase digital services through our website, direct agreement, or any other sales channel operated by Shopify Pro Services.

Because our services are custom digital deliverables — meaning substantial time, expertise and resources are invested from the moment a project begins — our refund structure reflects the nature of the work performed at each stage. We are not a product company; we are a professional services agency.

Services Covered by This Policy

• Shopify Store Build & Design (one-time projects)
• Theme Customisation & Store Redesign (one-time projects)
• Speed Optimisation & Technical Projects (one-time projects)
• Shopify SEO Services (monthly retainer)
• Google Ads Management (monthly retainer)
• Meta Ads Management (monthly retainer)
• Email Marketing Setup & Management (one-time & retainer)
• Conversion Rate Optimisation (CRO) Services
• Monthly Growth Retainer Plans (all tiers)
• AI Solutions & Ecommerce Content Creation

One-time project services are scoped, planned and executed as a defined body of work. The refund entitlement for these services is directly linked to the stage of completion at the time a cancellation or refund request is made.

Deposit & Payment Structure

All one-time projects require a 50% deposit paid upfront before work commences. The remaining 50% is due upon project completion before the final deliverables are handed over or the store is made live. For projects over £3,000, a phased payment schedule may be agreed in writing.

Refund Entitlement by Project Stage

Revision & Dissatisfaction Policy

Every package includes a defined number of revision rounds (2 for Starter, 4 for Growth, unlimited for Scale). If you are dissatisfied with the delivered work within the revision allowance, we will continue working until the deliverable meets the agreed brief. Refunds are not issued on the basis of taste or preference changes that fall outside the original project brief — only on failure to deliver the agreed scope.

Monthly retainer plans are billed on a recurring monthly basis and include a minimum 3-month commitment for all plans. This minimum term exists because meaningful, measurable results — whether in SEO, CRO, design velocity or revenue growth — require a baseline period of consistent, compounding work to take effect.

Cancellation Notice Period

• During the minimum 3-month term, retainers cannot be cancelled unless a material breach of contract by Shopify Pro Services is demonstrated in writing.
• After the minimum term, cancellation requires 30 days written notice sent to [email protected] before the next billing date.
• If notice is received after the billing date for the current month, that month's fee is fully payable and the cancellation takes effect at the end of that billing period.
• Work already delivered within a billing period is non-refundable once the work has been performed.

Mid-Cycle Cancellation

If you cancel a retainer mid-cycle after the minimum term, no refund is issued for the current month's fee as our team will have allocated and delivered work proportional to that billing period. Your service continues until the end of the current paid period.

Downgrading Between Tiers

You may downgrade from one retainer tier to a lower tier with 14 days written notice. The new lower rate applies from the next billing cycle. No refund is issued for the difference in the current billing period.

Pausing a Retainer

Retainers may be paused for up to 60 days once per 12-month period upon written request. During a pause, no fees are charged, but no work is performed. Pauses do not extend the minimum commitment period.

Paid ads management involves our team investing significant time in campaign strategy, build, audience research, creative direction and ongoing optimisation. Our management fees are entirely separate from your advertising spend, which is paid directly by you to the ad platforms (Google, Meta, TikTok).

Management Fee Refunds

• Pre-Campaign Launch (before ads go live): If you cancel before we have launched your first campaign, a full refund of the management fee is available minus any setup work already completed (minimum charge of £197 for strategy and account configuration).
• Within First 14 Days of Campaign Live: If campaigns are underperforming and you wish to cancel, we will offer a 50% refund of the first month's management fee, provided we have not yet entered the standard optimisation window (typically days 14–30 of a new campaign).
• After 14 Days of Campaign Live: No refund on management fees. All campaigns require a minimum 30-day learning and optimisation period; ROAS benchmarks should not be evaluated before this window has closed.

ROAS Expectation Setting

We provide realistic ROAS projections during onboarding based on your niche, product margins, landing page quality and historical data. These projections are estimates, not guarantees. Performance advertising is subject to market conditions, seasonality, ad platform algorithm changes and audience saturation — all of which are outside our direct control. We are accountable for the quality of our campaign management; we are not accountable for platform-level changes beyond our control.

SEO is a long-term investment. Results from SEO activity compound over time and are influenced by factors including Google algorithm updates, competitor activity and your domain's historical authority — many of which are entirely outside our control. Our responsibility is to execute best-practice SEO strategies consistently and transparently, and to report on progress with full honesty.

SEO Refund Policy

Email marketing services are offered as both one-time setup packages and ongoing monthly management retainers. The refund terms differ depending on which type of service you have purchased.

One-Time Klaviyo Setup & Flow Packages

Ongoing Email Management Retainer

Ongoing email management retainers follow the same cancellation terms as the Monthly Retainer Plans outlined in Section 03 — 3-month minimum commitment, 30 days written notice after the minimum term, no refund on work already delivered within a billing period.

We have intentionally made our refund request process simple and respectful. We do not require you to jump through hoops or go through multiple departments. Every request is handled by a senior member of our team within 48 business hours.

Step-by-Step Refund Request

The following items and costs are non-refundable under all circumstances, regardless of project status or cancellation reason. Please review this list carefully before placing an order.

• Third-party advertising spend (Google Ads, Meta Ads, TikTok Ads, Pinterest Ads) — all ad spend is committed directly to the platform and is non-recoverable through us.
• Shopify subscription fees — your Shopify plan is billed directly by Shopify and is subject to their own refund policy.
• Third-party app subscriptions purchased or recommended as part of your project (Klaviyo, Recharge, Gorgias, etc.).
• Domain registration and renewal fees — these are owned and billed by the domain registrar.
• Rush or expedited delivery fees — fees paid for accelerated timelines are non-refundable once work has commenced under the expedited schedule.
• Strategy documents, audit reports and SEO research — once delivered, these represent completed intellectual work and are non-refundable.
• Stock photography and asset licences purchased on your behalf — these are subject to the licencing terms of the stock provider.
• Any work completed within a billing period for monthly retainer clients — work performed in any given month is considered delivered and non-refundable even if the service is cancelled mid-month.
• Free audit and consultation time — while free to you, this represents a real cost to our business and is not subject to any compensatory arrangement.

We take all client concerns seriously. Before initiating any formal dispute, chargeback or legal process, we ask that you follow the internal resolution process below. The vast majority of concerns are resolved at step one.

Internal Resolution Process

• Step 1 — Direct Communication: Contact your account manager by email or phone to raise your concern. Most issues are resolved at this stage within 48 business hours.
• Step 2 — Escalation to Senior Management: If your concern is not resolved to your satisfaction at step one, email [email protected] marked as "Escalation — [Your Name]". A Director-level response will be provided within 3 business days.
• Step 3 — Formal Dispute: If the matter remains unresolved after step two, both parties agree to attempt resolution through an independent mediator before pursuing legal action. Governing law for all agreements is the law of England and Wales.

Chargebacks

We strongly encourage clients to contact us before initiating a chargeback with their bank or payment provider. Chargebacks initiated without first following our internal resolution process, or for services that fall within our non-refundable terms, will be contested with full documentation of work delivered. Successful chargebacks for legitimate delivered services may result in suspension of your account and potential recovery of costs through legal proceedings.

Shopify Pro Services reserves the right to update or modify this Refund and Cancellation Policy at any time. Changes will be published on this page with an updated "Last Updated" date. Material changes will be communicated to active clients by email at least 14 days before the change takes effect.

Version History

Continued use of our services following a policy update constitutes acceptance of the revised terms. If you do not agree with any changes, you must notify us in writing within 14 days of the change notice and we will discuss your options.

If you have any questions about this policy, are unsure whether a refund applies to your situation, or want to discuss your account before making any decisions — please reach out to us directly. We are real people and we respond personally.

Business hours: Monday–Friday, 9:00am–6:00pm GMT. We aim to respond to all communications on the same business day where possible.