Requesting a refund
We're happy to approve any refund request that falls under our 30-day money-back guarantee promise. And, good news! Shopify has given us an avenue where we can now issue the refunds ourselves. Just reach out to us through email or chat, and we'd be more than happy to accommodate your request.
In the event that you have already uninstalled VITALS, we will no longer be able to process the refund for you. In this case, you will need to reach out to Shopify Support and request a refund. Shopify Support will then send us a confirmation request about your refund and we will, of course, approve it given our 30-day money-back guarantee.
After that, Shopify will be following up with you and will process the refund. The transaction usually takes between 3 to 5 business days to complete. Shopify Support will be able to provide you with more information and updates on this if necessary.
Also, Shopify can assist with reversing a charge if the bill has not been paid yet as confirmed here:
Refunds can be made only on charges that have been paid by the merchant. If an app charge hasn't been paid and you want it to be reversed, then contact Shopify Support for assistance.
Shopify App Billing Cycles
When the 30-day free trial ends, Shopify automatically issues a pending charge to the merchant's account. If Vitals is uninstalled after this moment, the pending charge isn't removed automatically by Shopify (or pro-rated to the amount of the time the app continued to be installed after the pending charge was issued).
The merchant's credit card will be charged on Shopify's regular billing date when they issue the invoice and charge Shopify's subscription fees, transaction fees, and various apps fees.
In the example below, let's say you installed Vitals on the 21st of March. The 30-day free trial expires on the 19th of April, then that is when your billing cycle starts for the Vitals subscription. You will be invoiced for the Vitals app subscription on your next Shopify billing cycle (in the example here being the 5th of May).
The invoice from the 5th of May will contain both the subscription charge for the Vitals app and your Shopify plan.
You can find a more detailed explanation in the Shopify Help Center.