mercify.ai1. In short
You pay for a store before we build it. Once you approve the proposal and we start building, the service is being performed specifically for you and the payment for that store is no longer refundable, except when we fail to deliver or the store does not match what you approved. Unused store credits can be refunded within 14 days of purchase. Everything else is explained below.
2. Before we start building
After payment we prepare a proposal for you. Until you approve that proposal and the build starts, you can cancel the order in your account or through Support, and we refund the full amount for that store to the payment method you used. Refunds through Mollie usually arrive within 5 to 10 working days, depending on your bank or card issuer.
3. After approval
By approving the proposal you ask us to start building immediately. If you are a consumer, you explicitly consent to the service starting within the statutory 14-day withdrawal period and acknowledge that you lose the right of withdrawal once the store has been fully delivered. From the moment the build starts, the payment for that store is not refundable because the work (brand, content, product set, Shopify configuration) is created specifically for you.
4. Not what you approved?
If the delivered store deviates from the approved proposal, or essential parts are missing or not working, report it through Support within 14 days of delivery and tell us what is wrong. We will, at our choice and in this order: correct the store, build a replacement store, or refund the payment for that store. Preferences that change after approval, differences inherent to AI-generated content within the approved direction, supplier price or stock changes, and modifications you made yourself in Shopify are not defects. Your statutory rights as a consumer, including the right to a conforming service, are not affected by this policy.
5. Store credits
Credits are a prepaid balance. You can request a refund of unused credits within 14 days of purchase; we refund the purchase price of those credits. Credits that have been used for a store follow the rules for stores above. Credits do not expire at the moment; if we ever introduce an expiry, it will not apply to credits you already bought. Credits cannot be exchanged for cash or transferred to another account except as described here.
6. Extra products and Shopify costs
Extra product packs (50 products for € 25) are part of the store order and follow the same rules as the store. Shopify subscription fees, apps, domains, supplier costs and payment processing fees are charged by those parties under their own terms; Mercify cannot refund them.
7. How to request a refund or cancellation
Use Support in your account or e-mail hello@mercify.ai from the e-mail address of your account, with the order number and the reason. We confirm receipt within 2 working days and decide within 14 days. Approved refunds are returned to the original payment method through Mollie; we never pay out to a different account. Chargebacks you start at your bank while a request is pending delay the process and may lead to suspension of your account until the matter is settled.
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