With any job, there is always a chance when it will not turn out as expected. In case you are unhappy with and/or concerned about the results of your request, we highly appreciate your assistance in order to identify if there was a miscommunication and explain to our Customer Support (CS) agent how the completed work did not meet your expectations. We assume that you have fully understood what we described about our service in our FAQs.

In the worst situation, if the discussion doesn’t resolve the issue, then you can discuss the potential of a refund with our CS agent. Please help to make sure to read below statements carefully to understand clearly when you are eligible to request a refund.

Conditions to apply for a refund

You should contact us via our live chat, or our email to describe your problem(s). We DO NOT guarantee that your refund request will be accepted, because each app has its own policy.

The scope of work is based on the Support Policy (information above). All processes must follow the Support Policy in order to get the final confirmation from both sides.

During the progress of supporting, you have to understand all standards and the Abuse rules (see our Support Policy).

Our support team confirms that our experts are unable to optimize your store.

All bugs need to be considered within the scope of works (please review the Support Policy).

Refunds are rejected under these circumstances:

When our expert has been working in your store, you change your mind about the purchase, or you choose not to optimize your store anymore, or you find that our service does NOT suit your needs after the optimize job is done.

You did NOT contact the support team for help within 7 days from the finished date.

You changed your store (theme, apps, etc.) after 7 days from the finished date which highly affects our optimization work and leads to worse performance.

You do NOT want to give us a Collaborator account or a Staff account to check the issue.

You express your behaviors in some ways of showing an intention to cause a threat to FireApps.

You express your behaviors in some ways of threatening the Support Team.

FireApps reserves the right to refuse refunds if ANY efforts of refund policy abuse are detected.

Steps need to follow to get a refund:

When you are eligible to get a refund, please take a screenshot of your bill and send it to our Customer Support team via live chat, or send an email to support@fireapps.io in order to ask for a refund, and you should receive a reply within or the next working day.

Our Customer Support team will send a request to the Shopify Billing team in order to refund money back to your bank account. Upon the Shopify process, it can take up to 10 days, and you can contact the Shopify support team in case of any delay.

Should you have any further concern, please kindly contact us via live chat or email support@fireapps.io.
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