Requesting a refund or credit for a Sufio charge

New Sufio accounts include a 30-day money-back guarantee. If Sufio isn't right for you, contact us within 30 days of your first charge, and we'll refund it.

The guarantee applies once per account, so reinstalling Sufio on the same store will not reset the guarantee.

Apart from the money-back guarantee, Sufio is billed monthly in advance through Shopify and is not refundable, as described in our Terms of Service. We don't issue refunds for:

• Partial months of use
• Periods when your account was active but not in use, for example, if you paused your store without uninstalling Sufio
• Changing your mind about a plan

When you downgrade partway through a billing cycle, Shopify applies a credit automatically. See Downgrading your Sufio plan.

If you believe you were charged by mistake, for example, charged twice for the same period, contact our support team and we'll look into it. What we can offer depends on whether Shopify has already collected the charge:

• Pending charge: we can issue a credit that removes the amount from your upcoming Shopify bill before it's paid.
• Paid charge: we can issue a refund once Shopify has collected the payment.

To request a refund:

1. In your Shopify admin, go to the Settings → Apps page.
2. Click Sufio.
3. Click ⋯, then click Get support.
4. In your message, include the charge amount and date from your Shopify bill, the date you uninstalled Sufio (if you did), and the reason for your request.
5. Click Send message.

You can also contact our support team directly with the same details. If you'd like to stop future charges, uninstall Sufio before you send your request.