Uninstall, pause, and refund policy

This article explains how to uninstall Shipturtle, what happens to your data and billing when you do, why pausing isn't supported, and how the refund process works.

Who this is for

• Merchant: Read this before uninstalling or downgrading your Shipturtle plan.

Before you uninstall

If something isn't working as expected, contact team@shipturtle.com before uninstalling — most issues can be resolved without losing your configuration. If the problem is urgent, you can also book a 15-minute call directly with the founding team.

How to uninstall

Shipturtle is uninstalled through Shopify, not from within the Shipturtle dashboard.

1. Go to Shopify Admin → Settings → Apps and sales channels.
2. Find Shipturtle in the installed apps list.
3. Click Delete and confirm.

Uninstalling cancels all active Shipturtle subscriptions immediately. Any outstanding charges for the current billing period are added to your next Shopify invoice.

What happens to your data

Shipturtle retains your marketplace data — vendor profiles, products, orders, payout history — for 3 days after uninstall. If you reinstall within 3 days, your data is restored. After 3 days, all data is permanently deleted and cannot be recovered.

If you're planning to move your marketplace to a different platform, export your data before uninstalling.

Pausing your account

Shipturtle does not support account pausing. If you need to reduce costs while keeping your data intact, downgrade to the lowest available plan. Your configuration, vendor profiles, and historical data remain accessible, and you can upgrade again whenever you're ready.

Billing and trials

14-day free trial — every new installation includes a 14-day free trial. If you uninstall during the trial, no charges are applied. If you uninstall and reinstall, your trial resumes from where it left off — it doesn't restart.

After the trial — billing begins at the start of your first billing cycle. Shopify generates the invoice at the start of each period.

Upgrades and downgrades — you can change your plan at any time. Shopify applies pro-rata adjustments automatically: if you upgrade mid-cycle, you pay for the remaining period at the new rate; if you downgrade, credits apply to your next invoice.

Refund policy

Shipturtle billing is managed entirely by Shopify. Shipturtle cannot issue direct refunds. Any refund, credit, or billing adjustment must be processed through Shopify.

Partial refunds after billing starts — once a billing cycle begins and the subscription charge is applied, uninstalling before the end of that cycle does not automatically entitle you to a partial refund. This is standard practice for Shopify apps.

Non-usage — Shipturtle continues to run in the background even when you don't log in — syncing data, managing vendor access, and keeping your marketplace operational. Refunds are not issued on the basis of non-usage.

Trial extensions — if a trial extension is granted after a charge has already been applied, Shopify recalculates and adjusts your billing automatically. Shipturtle does not issue manual refunds in parallel with a trial extension.

Processing time — if a refund or credit is confirmed, allow up to 7 business days for it to clear through Shopify's billing system.

FAQs

I haven't logged in for months. Can I get a refund for that period? Shipturtle runs continuously in the background to keep your marketplace data in sync, maintain vendor access, and process incoming orders — regardless of whether you are actively logged in. Because the service is active, refunds based on non-usage are not issued.

What happens to my vendors when I uninstall? Vendor accounts lose access to their dashboards as soon as the app is uninstalled. They will not be able to log in or view their data. Notify your vendors before uninstalling if they rely on Shipturtle for daily operations.

Can Shopify support help with a refund? Yes. Since billing runs through Shopify, Shopify Support can also assist with billing questions. Contact them directly or reach out to team@shipturtle.com and we can help coordinate.

Troubleshooting

I uninstalled but Shopify still shows a pending Shipturtle charge. Outstanding charges from the period before uninstall appear on your next Shopify invoice as a final billing cycle charge. This is expected behavior — the charge covers usage through the uninstall date. Contact team@shipturtle.com if you believe the amount is incorrect.

I reinstalled after 3 days and my data is gone. Data is permanently deleted after the 3-day retention window. A fresh installation starts with a clean slate. If you had a complex configuration, contact the team — in some cases, historical data exports can be provided before the deletion window closes.

Related articles

• Yearly vs monthly plans — plan options if you want to reduce cost without uninstalling.
• Security and compliance — data retention and GDPR compliance details.

If you have later questions about your billing or how any refunds or credits will appear in your Shopify invoices, Shopify Support can also assist — and you can always reach out to ShipTurtle support at team@shipturtle.com for guidance, or you can raise a ticket on our support page.