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Refund Policy

Effective date:

21st May 2023

YourToken offers a digital Software-as-a-Service (SaaS) product. Unlike physical goods, our software is consumed from the moment it is installed and utilized. As such, our Refund Policy is strict but fair, designed to align with the Shopify Partner Program billing mechanics.

1. The Free Trial: Your Safety Net

We provide a ** Free Trial** for all new subscriptions.

Purpose: This period is intended for you to evaluate the App’s features, compatibility with your store, and value proposition.
No Charge: You will not be charged if you uninstall the App before the trial period expires.
Recommendation: We strongly encourage you to utilize this trial period fully to ensure the App meets your needs before paying.

2. General Policy: No Refunds

Once a paid subscription period begins, all fees are non-refundable. We do not offer refunds for:

Partial months of service: If you uninstall on Day 15 of a 30-day cycle, the remaining 15 days are forfeited.
Unused service: If you install the App but fail to configure or use it.
"Change of Mind": Since the Free Trial is provided for this purpose.

3. Exceptions (Discretionary Refunds)

We may, at our sole discretion, issue a refund (in the form of Shopify App Credit) in the following specific scenarios:

Technical Failure: If the App contains a critical bug that prevents core functionality (e.g., customers cannot redeem points) AND our Support Team is unable to resolve it within 72 hours of your report.
Billing Errors: If you are double-charged due to a glitch in the Shopify Billing API.
Accidental Upgrade: If you upgrade to a higher tier by mistake and notify us within 24 hours of the upgrade, provided no higher-tier features (e.g., bulk email campaigns) were consumed.

4. How Refunds Are Processed

4.1 Standard Shopify Billing (Application Credits)

For subscriptions billed automatically through the Shopify App Store:

Mechanism: Refunds are issued exclusively as Application Credits.
Application: These credits are applied to your Shopify Partner account and will be deducted from your future Shopify invoices.
Restriction: We cannot issue cash refunds, bank transfers, or credit card reversals for these charges, as Shopify controls the payment flow.

4.2 Manual Invoicing (Direct Refunds)

For Enterprise merchants or specific billing arrangements where payments are processed via Manual Invoicing (e.g., via a payment gateway link, wire transfer, or direct invoice):

Mechanism: Refunds are processed as a Direct Refund to the original payment method or via bank transfer.
No Credit Card Access: YourToken does not store or access your credit card details. Direct refunds are triggered via the payment processor’s dashboard or manual banking protocols to reverse the specific transaction.
Distinction: These refunds do not appear as Shopify Application Credits and are handled independently of your Shopify invoice.

5. How to Request a Refund

To request a refund under the "Exceptions" clause:

Contact Support: Email ravjot@yourtoken.io from your registered store email.
Provide Details: Include your myshopify.com domain and the specific reason for the request.
Resolution: We will review logs and respond within 3 business days.

6. Effect of Uninstallation

Uninstalling the App cancels your subscription for the next billing cycle. It does not automatically trigger a refund for the current cycle.

Data Deletion: Upon uninstallation, your data is queued for deletion in accordance with our Privacy Policy.

4.3 Operational Commentary

4.3.1 Handling Proration and Downgrades

The policy aligns with Shopify's internal logic. When a merchant downgrades, Shopify automatically calculates a prorated credit. YourToken's policy (Section 3) clarifies that this is an automated platform process, not something YourToken manually controls. This reduces support tickets asking "Where is my money?" when the merchant sees a credit instead of a refund.

4.3.2 The "Technical Failure" Exception

This clause acts as a trust signal. While the policy is "No Refund," explicitly stating that "if we break it, we pay for it" builds confidence. The 72-hour window gives the engineering team a Service Level Objective (SLO) to fix bugs before a financial penalty kicks in.

4.3.3 Shopify Billing Limitations

Snippet highlights that apps cannot issue refunds for charges older than 12 months or greater than $1,000 without contacting Shopify Support. While rare for a loyalty app, YourToken’s internal SOPs (Standard Operating Procedures) should note this limit to avoid promising refunds that the dashboard literally won't allow the support agent to process.

5. Technical Implementation & Compliance Roadmap

To operationalize these legal documents, YourToken’s engineering team must implement specific features.

5.1 Webhook Configuration (GDPR/DPDP)

Shopify requires these webhooks to be defined in the shopify.app.toml file.

# shopify.app.toml configuration
[webhooks]
api_version = "2024-01"

[[webhooks.subscriptions]]
topics = [ "customers/data_request", "customers/redact", "shop/redact" ]
uri = "https://api.yourtoken.app/webhooks/shopify/gdpr"

Workflow for shop/redact:

Verify HMAC: Ensure the request is genuinely from Shopify.
Check Delay: Ensure 48 hours have passed since uninstallation.
Soft Delete vs. Hard Delete:
- Legal Req: Hard delete personal data (Names, Emails).
- Analytics Req: Anonymize transaction data (e.g., "Store X generated 500 points") to keep aggregate stats valid.
- Execution: UPDATE orders SET customer_email = NULL, customer_name = 'Redacted' WHERE shop_id =?

5.2 Consent Fields in Database

The database schema must support the "Consent Manager" framework of the DPDP Act.

Table: merchant_settings
Column: consent_flow_enabled (Boolean).
Logic: If TRUE, YourToken must not process points for a guest user until a marketing_consent event is received from the storefront.

5.3 Cookie Disclosure

YourToken likely uses a script tag to load the loyalty widget on the storefront. This script drops cookies.

Action: Provide a "Cookie Declaration" help article for Merchants.
Content: "YourToken uses the _yt_session cookie (Duration: Session) to track referrals and _yt_customer (Duration: 1 year) to maintain login state."

6. Conclusion and Future Outlook

This report provides a holistic legal framework for YourToken, balancing the stringent requirements of the DPDP Act 2023 with the practical realities of the Shopify Partner ecosystem.

By adopting the "No Cash Value" Terms of Service, YourToken insulates itself from financial liability. By implementing the Mandatory Webhooks described in the Privacy Policy, it secures its position on the App Store. By enforcing a strict Refund Policy, it ensures predictable revenue flow.