If you’re thinking about stopping ShipTurtle for your marketplace, we’re here to help and support you — including assisting with any questions or feedback you might have. Below is a complete overview of how uninstallation, pausing, and refunds work with ShipTurtle on Shopify.
1. Before You Uninstall — Talk to Us
We’re sorry to see you consider leaving ShipTurtle!
- We value your feedback and would appreciate understanding your reasons.
- You can share feedback with us at team@shipturtle.com so we can help address your concerns.
- If needed, we can also arrange a call with Sharad Kabra, Founder of ShipTurtle, who has experience building and supporting over 1,000 marketplaces — often to help find a solution that fits before you leave.
2. How to Uninstall ShipTurtle
If you decide that ShipTurtle isn’t the right fit at this time:
- You can uninstall ShipTurtle from your Shopify store at any time.
- Uninstalling cancels all active ShipTurtle subscriptions associated with your app.
- Any outstanding charges will be added to your next Shopify invoice and processed by Shopify as usual.
Note: If you’re still within a trial period, uninstalling and reinstalling the app will cause your trial to resume from where it left off.
3. Pausing ShipTurtle
Currently, ShipTurtle does not support pausing an account.
However, you can:
- Downgrade to the lowest‑cost plan to keep your marketplace data and configurations intact while minimizing your subscription cost.
This allows you to retain your settings and data without uninstalling the app entirely.
4. How Billing Works
Free Trial
- Every new ShipTurtle installation includes a 14‑day free trial.
- If you uninstall the app during the trial, no charges are applied.
- Billing begins automatically on Shopify once the trial expires — unless the app is uninstalled before the trial end date.
Subscription Billing Cycle
- After the trial, billing starts at the beginning of a billing cycle.
- Shopify generates the invoice for your subscription at the start of each period (e.g., monthly).
Upgrades & Downgrades
- You can change your plan at any time.
- Shopify pro‑rata adjusts the charges based on your usage (for example, switching mid‑cycle).
- Shopify manages these billing adjustments and applies credits or additional charges accordingly.
5. Refund Policy
No Partial Refunds After Billing Starts
- Once a billing period begins and the subscription charge is applied, uninstalling the app before the end of the billing cycle does not entitle you to a partial refund. This is standard practice for Shopify apps.
Refund Eligibility
Refunds may be possible, but they are dependent on Shopify’s billing system:
- Any refund or credit is handled directly by Shopify based on how charges are applied.
- ShipTurtle cannot issue refunds directly because billing is controlled by Shopify.
Refund Processing Time
- If a refund is due after discussion and confirmation, allow up to 7 working days for processing.
- This timeframe is needed for the refund to clear through accounting channels.
6. Trial Extensions After Billing Begins
In some cases, customers may request a trial extension after the original free trial has ended and a charge was already raised by Shopify.
Here’s how it works:
- If a trial extension is granted, Shopify adjusts your billing automatically to reflect the new trial period.
- This means the charged amount is recalculated, reduced, or credited automatically by Shopify.
- Any adjustments appear in your next billing cycle — and this process is handled by Shopify, not ShipTurtle.
To ensure correct billing and avoid double benefits (like refund + extended trial), ShipTurtle does not issue manual refunds in these cases.
7. Data Retention After Uninstall
To protect your data and comply with privacy standards:
- ShipTurtle retains your data for 3 days after you uninstall the app.
- After this period, all data is permanently deleted and cannot be recovered even if you reinstall later.
This helps safeguard your marketplace data while giving you a short grace period if you change your mind.
Frequently Asked Question (FAQ)
Q: I haven’t logged in or used the app in months — can I get a refund for that period?
A: ShipTurtle operates continuously in the background — syncing data, managing vendor access, sending notifications, and keeping all marketplace data in sync — even if you don’t log in. Because the system is active regardless of login activity, refunds based on non‑usage are not provided.
Summary — What to Expect When You Leave ShipTurtle
- You can uninstall the app anytime through Shopify.
- Uninstalling cancels subscriptions, and outstanding charges go to Shopify.
- Pausing isn’t supported, but you can downgrade to retain settings.
- Refunds, credits, and billing adjustments are managed by Shopify, not ShipTurtle.
- Data is retained for 3 days after uninstall for GDPR compliance, then permanently deleted.
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.