Uninstalling Shipturtle
We will be sad to see you go. Do give us feedback; we will do our best to solve it.
In case you feel Shipturtle is unsuitable for your marketplace for any reason, we would be happy to schedule a call with Sharad Kabra (Founder at Shipturtle). With the experience of building over 1000 marketplaces, we are confident to successfully address your concerns.
If you must, Shipturtle can be uninstalled from Shopify.
It will cancel all active subscriptions. Any outstanding payments will be charged to your next Shopify invoice.
Note: If you are under a trial period, the trial will resume if you install the app again.
Pausing Shipturtle
We do not currently support pausing an account. However, customers can downgrade to the lowest plan to retain all data and settings while minimizing costs.
Refund Policy
1. Free Trial: All new customers receive a 14-day free trial when installing ShipTurtle. No payments are made if the application is uninstalled within the trial period. Once the trial ends, billing begins automatically unless the app is uninstalled before the trial expiry.
2. Subscription Billing Cycle: Billing starts at the end of the trial period. For example: If your trial ends on 15th September, your first billing cycle (15th Sept – 15th Oct) will begin, and the bill will be raised on 15th September. All bills are raised at the beginning of the billing period.
3. Upgrades and Downgrades: You can upgrade or downgrade your plan at any time. Charges are automatically adjusted by Shopify on a pro-rata basis.
Example: If you use a $100 plan for 15 days and then switch to a $50 plan for the remaining 15 days, your total charge will be $75. Shopify may first charge $100 and then issue a $25 credit for the downgrade. This process is managed directly by Shopify, and customers can view all adjustments in their Shopify billing section.
4. Uninstalling between a billing cycle: All bills are raised at the beginning of the cycle. Uninstalling the app before the end of a billing period does not entitle the user to a partial refund. This is in line with the common policy across all apps on Shopify. You can find the billing cycle date under Settings -> Subscriptions & Billing.
5. Data Retention on Uninstall: When an app is uninstalled, ShipTurtle retains data for 3 days as per GDPR compliance. After 3 days, all data is permanently deleted and cannot be recovered, even if the app is reinstalled later.
6. Money needs to hit our account first: In cases where a refund is due, you first need to clear the charge on Shopify before we can refund it to you. (Most customers reach out requesting for the refund when Shopify raises the charge, and before they pay it). Please reach us on team@shipturtle.com to confirm the refund in advance.
7. Timelines: Please give us 7 working days to process the refund since it needs to go through our accounts team. Your patience is appreciated.
Refund Policy – Trial Extensions After Billing Cycle
In certain cases, customers request an extension of their free trial period after the initial 14-day trial has already ended and a Shopify charge has been raised.
Example scenario:
- You install ShipTurtle on 1st October (trial active till 14th October).
- On 15th October, Shopify automatically bills you $49 for the next 30-day billing cycle.
- On 20th October, you request a 7-day trial extension.
How Shopify handles this automatically:
- When we extend your trial on 20th October, Shopify recalculates your billing automatically.
- It will adjust your $49 charge downward, since you now have 7 more free days added to your plan.
- For example, if 7 of the 30 paid days are made free, Shopify will automatically reduce your bill by approximately one-fourth (around $12).
- This refund or credit is handled directly by Shopify, not ShipTurtle, and appears in your next billing cycle.
Important note:
If we manually refund the full $49 before extending your trial, then:
- You would get the entire $49 refunded, and
- You would still get 7 more free days — effectively getting double benefit (a full refund + free extension).
- This leads to incorrect billing and loss of legitimate charges on our end.
Therefore, as per our policy:
If a customer requests a trial extension after the initial billing has started, ShipTurtle will extend the trial within Shopify, and any refund or charge adjustment will be handled automatically by Shopify’s billing system. Manual refunds will not be issued in such cases.
FAQs
- I haven’t logged in or used the app for a few months. Can I get a refund for that period?
ShipTurtle functions continuously in the background — syncing data, managing databases, sending emails, and ensuring vendor access — even if the merchant does not log in. Because the system operates regardless of user login activity, we cannot process refunds based on perceived non-usage.