> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.optis.me/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Refund Policy - OPTIS Product Options 1. [Home](/) 2. [General](/) 3. [Refund Policy](/general/refund-policy) # OPTIS Product Options ## | Overview If you experience any issues while using the app, have concerns about billing, or need technical or development support, please contact us **before requesting a refund**. This policy applies specifically to the **OPTIS Product Options app**. You can reach our support team via: * 📧 **Email:** [[email protected]](/cdn-cgi/l/email-protection) * 💬 **In-app Live Chat** Our team is committed to helping you resolve issues as quickly as possible: * **Within 24 hours** on business days * **Within 48–72 hours** on weekends Refund requests will only be considered after we’ve had the chance to investigate and attempt to fix any issue related to the app. --- ## | Refund Terms ### 1. Refund Eligibility **Monthly subscription** * Refund requests must be submitted within **5 days of the current billing cycle** * Refunds are considered only if a **major issue** occurs (e.g. data loss or serious disruption caused by the app) If you cancel the app after using it for several months: * Usage will be calculated based on the **original monthly price (without discounts)** * Refunds are handled **case by case**, after deducting Shopify’s processing fees --- ### 2. Non-Refundable Cases Since OPTIS Product Options offers a **free plan or trial period**, refunds are **not provided** in the following situations: * You change your mind about using the app * You purchased the app at a discount * You installed the app for evaluation purposes * You installed the app by mistake * You lack the technical knowledge to use the app * You request a goodwill refund * You request refunds for previous billing cycles * You request refunds for paid development or customization services * Issues caused by conflicts with third-party apps or themes We strongly recommend reviewing the app details, using the demo, or contacting us for clarification **before subscribing**. --- ### 3. How to Request a Refund If you would like to request a refund, please submit your request via **in-app Live Chat** or email us at [[email protected]](/cdn-cgi/l/email-protection). If you encounter any issues while using the app, we strongly recommend contacting our support team first so we can investigate the problem and help restore any affected data. Please **do not uninstall the OPTIS Product Options app** before reaching out. We’re only able to diagnose and assist while the app is still installed. Once the app is uninstalled, we won’t be able to investigate or provide support. --- ### 4. Before Uninstalling If you decide to uninstall **OPTIS Product Options**, please contact our support team first. We’ll help you remove any leftover code to ensure your store remains clean. --- ### 5. Refund Processing Once we receive your refund request: * **Case 1: You’ve already been charged** → We’ll process the refund accordingly * **Case 2: You haven’t been charged yet** → Please wait until the charge appears, then contact us again → Or contact **Shopify Support** directly to request charge cancellation Due to Shopify’s billing system: * All app billing and refunds are handled directly by **Shopify’s billing system**. * As a result, we’re unable to cancel or prevent future charges on your behalf. * Refunds can only be processed **after Shopify has completed billing for the current cycle**. **Special Case – Forgot to Cancel After Trial** If you forget to cancel your subscription after the trial period ends, you may be eligible for **50% refund of the first billing cycle**, as long as the request is submitted within the **first 5 days**. --- ## | Charge Policy **App Upgrades, Downgrades, and Prorating** When upgrading or downgrading your app plan, Shopify prompts you to approve a new recurring charge because only **one active charge** can exist per app at a time. * The existing charge will be cancelled and replaced by the new one. * Depending on the app, the new charge applies **immediately** or **after the current billing cycle** ends. If the new charge applies immediately: * **Upgrade:** You’ll be charged a prorated amount based on the difference in plan prices and the remaining days in your billing cycle. Example: If you upgrade from a $5 plan to a $15 plan on day 15 of a 30-day cycle, you’ll be charged: > $5 + ($15 – $5) × (15/30) = $10. * **Downgrade:** You’ll receive an **application credit** for the unused portion of your higher plan, which can be applied to future Shopify app purchases. --- If you have any questions or need clarification, feel free to **chat with us anytime** — our support team is always happy to help 💙