Cancellations and Refunds

1.At a glance

You see the design of your store for free. You only pay once you want it, and at checkout you ask us to start right away. From the moment the build starts, the service is carried out specifically for you and the payment for that store is no longer refundable, unless we fail to deliver or the store does not match the design you approved. Unused store credit is refunded if you ask within 14 days of purchase. The details are below.

2.Before the build starts

The build starts right after your payment. If your payment went through but the build has not started because of a cause on our side, you can cancel the order through Support and we refund the full amount for that store to the payment method you used. Refunds through Mollie usually reach your account within 5 to 10 business days, depending on your bank or card issuer.

3.After the build has started

At checkout you tick the box asking us to start building right after your payment; you cannot pay without it. If you are a consumer, you thereby expressly agree that the service begins within the statutory 14-day cancellation period, and you acknowledge that you lose your right of withdrawal once the store has been fully delivered. We record this request with its date and time. From the start of the build, the payment for that store is not refundable, because the work (brand, content, product range, setup in Shopify) is made specifically for you.

4.Not what you approved?

If the delivered store differs from what you approved, or essential parts are missing or do not work, report it through Support within 14 days of delivery and tell us what is wrong. We will then, at our discretion and in this order, fix the store, build a replacement store or refund the amount paid for that store.

Preferences that change after approval, variations inherent to AI-generated content within the approved direction, price or stock changes at suppliers, and changes you make yourself in Shopify are not defects. Your statutory consumer rights, including the right to a service that conforms to the contract, remain unaffected.

5.Store credit

Credit is a prepaid balance. You can request a refund of unused credit within 14 days of purchase; we then refund the purchase price of that credit. Credit you have used for a store follows the rules for stores above.

Credit currently does not expire; if we ever introduce an expiry date, it will not apply to credit you have already bought. Credit cannot be exchanged for cash or transferred to another account, except as described here.

6.Extra products and Shopify costs

Extra products (50 products for €50) are part of the store order and follow the same rules as the store. Shopify subscription fees, apps, domains bought outside Mercify, supplier costs and transaction fees are charged by those parties under their own terms; Mercify cannot refund them.

7.Verification number

A verification number is part of the store order. If you cancel that order before the build starts, we refund the number along with it. If you have not received a number within 5 business days of payment, we refund it in full. Once the number has been issued to you, we do not refund a month that has already started; you may cancel in any month, and the number keeps working until the end of the month you have paid for.

8.Domain

If we cannot register your domain, we refund it in full. Once the domain has been registered in your name, we do not refund the year paid, even if you cancel, because the registry costs have already been incurred. You may cancel at any time under Billing; the domain remains yours until its expiry date and lapses after that.

9.Product packs in Mercify Autopilot

Product packs you buy in our Shopify app Mercify Autopilot are billed by Shopify as a one-time charge on your Shopify invoice. Before the products go into your store, you review them and can have any you don't want replaced. You always get exactly the number of products you paid for: if your niche runs out at the supplier, we suggest a slightly broader niche and only continue once you approve it. For other questions about a pack, email hello@mercify.ai.

10.How to request a refund or cancellation

Use Support in your account or email hello@mercify.ai from your account email address, with your order number and the reason. We confirm receipt of your request within 2 business days and decide within 14 days. Approved refunds are returned through Mollie to the original payment method; we never pay out to a different account.

If you start a chargeback with your bank while a request is pending, this delays the process and we may suspend your account until it is resolved.