> For the complete documentation index, see [llms.txt](https://help.pagefly.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.pagefly.io/getting-started/pricing-and-billing/refund-policy.md). # PageFly refund policy *Last updated: July 24, 2026 · Applies to all PageFly paid subscriptions billed through Shopify* ### Our approach to refunds PageFly's free plan lets you build and publish using our core editor at no cost, so you can evaluate the product before subscribing to a paid plan. Paid plans unlock additional capacity and features — more pages, advanced elements, and premium integrations — and because these become available immediately after upgrading, they're generally expected to be evaluated shortly after purchase. That's why our standard refund window is short. We aim to apply this policy consistently while giving genuine consideration to exceptional circumstances. If your situation doesn't fit neatly into the categories below, we'd still rather hear from you than have you assume the answer is no — we review every request individually. This page explains when a refund applies, when it doesn't, and how to request one. *** ### 1. When you can get a refund We review refund requests submitted within **7 days of the charge** for any of the following: | Situation | Example | | --------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | A major problem affected your account | A confirmed PageFly bug caused data loss, broken pages, or a published page went down for reasons unrelated to a change you made | | You cancelled a monthly plan mid-cycle | You downgraded on day 12 of a 30-day monthly cycle — the unused days are refunded on a prorated basis. *Prorated day-based refunds apply to monthly subscriptions only, not annual plans.* | | You were charged after downgrading to Free | A new charge appeared after you had already moved to the Free plan, typically due to billing-cycle timing | | A core paid feature you materially relied on became unavailable | A confirmed PageFly change removed or broke a feature your store's paid plan depended on — not a general product change or a third-party integration change unrelated to PageFly | | An unresolved, active support case affected billing | You had an open support case tied to a billing or product issue, and your plan renewed while it was awaiting our response | | An accidental or duplicate charge | Two charges for the same billing period, or a charge that should not have been triggered | **Refunds are limited to the current or most recent billing cycle.** We don't issue refunds covering multiple historical billing periods, unless required by law or due to a confirmed, exceptional platform error. **Refund requests should be submitted as soon as reasonably possible after the charge.** Requests submitted long after the relevant billing cycle are generally not eligible under this policy. If your situation doesn't clearly fit one of the categories above, contact us with the details — exceptional circumstances may be considered on a case-by-case basis. Some non-billing issues, such as lost sales from a product defect, may be better addressed under our [Compensation Policy](https://pagefly.io/pages/compensation-policy) rather than this one. *Submitting a refund request does not guarantee that a refund will be approved.* *** ### 2. When a refund doesn't apply — and why We've explained the reasoning behind each of these so it's clear where the charge comes from, not simply that a refund isn't available. **The billing cycle was fully used.** PageFly bills in 30-day cycles. If a cycle already ran its full course before cancellation, it's considered used for that period, regardless of how actively the account was used. If a *new* charge was generated for the following cycle, that charge is evaluated separately — so it's worth reaching out if you think that applies to you. **The plan was actively in use.** If published pages remained live under your paid subscription during the billing period, the plan was serving your store for that period, and the charge reflects that. If you believe the pages in question weren't actually live or functioning, let us know which pages and we'll review the account with you. **The plan change was made from inside your store.** PageFly can't change your Shopify billing plan remotely — plan changes are approved by someone with admin access to the store, inside the Shopify admin. A charge resulting from an authorized plan change made on the store side isn't treated as a PageFly billing error, but we're glad to help you understand what happened and switch back. **The charge belongs to Shopify or another app.** Taxes, your Shopify subscription, and charges from other installed apps fall outside PageFly's billing and outside what we can refund. We'll identify the PageFly portion, if any, and point you to the right party for the rest. **The charge is for an older cycle that had previously failed to collect.** Sometimes an earlier billing cycle fails to charge at the time — for example, a card issue, a failed payment, or a store that was frozen, paused, or deactivated. Shopify keeps that charge pending and collects it later, once payment succeeds again or the store is reactivated or unfrozen. When that happens, the charge date can look recent even though it actually settles a billing cycle that has already passed — sometimes months earlier. Because the underlying cycle isn't a current one, these back-collected charges fall outside our standard refund window (which covers the current or most recent cycle). A few points to note about these back-collected charges: * **They reflect a subscription that remained active.** While a store is frozen or paused, the PageFly subscription stays active on your account unless it is cancelled, so the charge corresponds to a period during which your plan was in place — it is a deferred payment, not an incorrect one. * **Multiple pending cycles are not refunded in full.** If several unpaid cycles were collected together, we do not refund all of them; at most we may consider a one-time goodwill gesture for a single, most-recent cycle. * **Charges older than 12 months are not eligible.** Back-collected cycles more than 12 months old fall outside any refund or goodwill consideration, though we're always happy to explain them. If a charge like this catches you by surprise, please contact us — we'll review the circumstances, and where appropriate we may offer a one-time goodwill gesture, even though these charges aren't normally refundable. *** ### 3. Frozen, paused, or deactivated stores — and reactivation charges Merchants sometimes freeze or pause a store expecting their app subscriptions to end with it. They don't — so here is what actually happens, and how to avoid unexpected charges. **Freezing, pausing, or deactivating your store does not cancel your PageFly subscription.** The subscription remains active on your account until you cancel it or downgrade to the Free plan. What changes is collection: while the store is frozen or paused, Shopify cannot collect app charges, so unpaid PageFly cycles are held as *pending* rather than written off. **When your store is reactivated or unfrozen**, Shopify resumes billing and collects those pending charges. The result is a charge that looks new but actually settles one or more billing cycles that have already passed — sometimes from months earlier. This is a deferred payment, not a new or duplicate charge, and Section 2 explains how these back-collected charges are treated under this policy: because the underlying cycles aren't current ones, they fall outside the standard refund window, though a one-time goodwill gesture may be considered for the single most recent cycle. **To avoid charges accruing while your store is inactive:** * **Before freezing, pausing, or deactivating your store**, cancel your PageFly subscription or downgrade to Free. This is the only way to stop new cycles from being generated. Downgrading keeps your account and pages intact (see Section 4). * **When reactivating your store**, review your app subscriptions right away. If you no longer need a paid PageFly plan, downgrade before a new cycle starts. If you've been charged after reactivating and something looks off, contact us with your store URL and the Shopify invoice — we'll identify exactly which cycles the charge settles and confirm whether any part of it is eligible for a refund or a goodwill gesture. *** ### 4. What happens to your pages if you request a refund **Please don't uninstall PageFly before your case has been reviewed.** While the app is installed, we can investigate and restore lost or disrupted data. Once uninstalled, PageFly data is deleted permanently and cannot be recovered. * **Downgrading to Free** keeps your account and pages intact while your request is reviewed. → [What happens if I downgrade?](https://help.pagefly.io/getting-started/pricing-and-billing/pricing-plans#frequently-asked-questions) * **Uninstalling** removes everything permanently and immediately. → [What happens if I uninstall?](https://help.pagefly.io/getting-started/pricing-and-billing/what-happens-if-i-uninstall-pagefly) We recommend downgrading to Free rather than uninstalling while a refund request is under review. *** ### 5. How to request a refund | Step | What happens | Timeframe | | -------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------- | | 1. Check your case against this policy | Review sections 1–2 above | — | | 2. Contact us | [Live Chat](https://help.pagefly.io/manual/how-can-i-access-the-pagefly-live-chat/) in the app, or the [Contact Us](https://pagefly.io/pages/contact) page | Acknowledged within 24 hours | | 3. Share your billing details | Your Shopify bill for the relevant cycle (**Settings → Billing → Billing for target period → Download**, or a screenshot), and confirmation that your linked bank account is active | — | | 4. We review the request | Our team checks the account, billing history, and, where relevant, published pages | Decision within 3–5 business days | | 5. We process the outcome | A refund or App Credit is issued if approved | See Section 6 | *** ### 6. How and when you'll receive your refund | Bill status | Options | | ------------------ | -------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Cycle already paid | The refund is processed with Shopify back to your original payment method. | | Cycle not yet paid | Wait until the charge settles and it's then refunded, or receive **App Credit** immediately — applied toward the PageFly portion only, and usually the faster route. | Most refunds appear within **3–5 business days**, though some payment providers may take longer. If a refund is delayed, the most common causes are missing billing information or an issue with the linked bank account — so double-checking those first can save time. *Nothing in this policy limits any statutory rights you may have as a consumer under the laws of your country or region.* *** ### 7. How this compares to the platform standard Per [Shopify's official policy on third-party app charges](https://help.shopify.com/en/manual/your-account/manage-billing/refund-policy-subscriptions), refunds for app subscriptions are at the developer's discretion, and Shopify generally facilitates them only within 7 days of the charge. We follow that same review window — and wherever we can, we explain the reasoning behind our decisions rather than simply pointing to a rule. *** ### 8. Other terms **Merchant responsibility.** Merchants are responsible for managing their subscriptions, plan changes, and app installations within Shopify. Forgetting to downgrade, uninstall, or cancel a subscription does not by itself make a charge refundable. Please note that freezing, pausing, or deactivating a store does not cancel your PageFly subscription — the subscription remains active until you cancel or downgrade it, so charges may continue to accrue and be collected once billing resumes. **Preventing abuse.** We reserve the right to decline refund requests where there is evidence of abuse, repeated or excessive requests, fraudulent activity, or attempts to circumvent this policy. **Final decisions.** If, after review, we determine that a refund isn't appropriate under this policy, that decision is normally final unless new information becomes available. **Choice of remedy.** PageFly determines the most appropriate remedy based on the circumstances, which may be a prorated refund, App Credit, or another reasonable resolution. A refund isn't automatically provided where another reasonable remedy is more appropriate. **Definitions.** A "confirmed" PageFly issue means one reproduced or verified by our Support or Engineering team. *** ### 9. Frequently Asked Questions **How do I request a refund from PageFly?** Check your case against Sections 1–2, then contact us via Live Chat or the Contact Us page with your billing details. Requests are acknowledged within 24 hours and decided within 3–5 business days. **Will downgrading or uninstalling affect my refund?** Downgrade to Free instead of uninstalling. Keeping the app installed allows us to investigate your case and verify account data more effectively. Uninstalling permanently removes PageFly data and may limit our ability to review your request. **Why was I charged after I downgraded?** Billing cycles and plan changes don't always line up to the same day. If a new billing cycle started just before your downgrade took effect, Shopify may have generated a charge for that cycle. Contact us with your store URL and the relevant Shopify billing invoice (or a screenshot of the charge), and we'll review whether the charge is eligible for a refund or App Credit. **Why do I see two PageFly charges on one bill?** This almost always happens when you switch plans mid-cycle. Shopify treats a plan change as a proration: it closes out the charge for your previous plan and opens one for the new plan, so both can land on the same bill. It looks like a double charge, but together the two amounts simply cover the single period split across two plans — you're not being billed twice for the same thing. If the numbers look off, send us the bill and we'll walk through it line by line. **I'm on an annual plan — does the 7-day window still apply?** Annual subscriptions follow the same 7-day review window. Note that the prorated, day-based refund for unused time applies to monthly plans only — it doesn't apply to annual subscriptions. If exceptional circumstances apply, reach out and we'll look at your specific situation. **Can I get a refund if I simply changed my mind or found the app too complex?** Because the free plan lets you evaluate the core editor before paying, a change of mind alone generally isn't eligible for a refund. If the issue relates to a specific paid feature not functioning as described, contact us with the details — that's something we can look into. **I forgot to downgrade my plan. Can I get a refund?** Plan management is the merchant's responsibility, so forgetting to downgrade or uninstall doesn't normally qualify for a refund on its own. That said, if you believe a billing error occurred, contact us and we'll review your account. **I was suddenly charged after reactivating my store (or after it was unfrozen). What is this?** When a store is frozen, paused, or has failed payments, Shopify holds any unpaid PageFly cycles as pending. Once your store is reactivated or a payment succeeds, Shopify collects those outstanding charges — so you may see a charge appear now for a cycle that actually ran earlier. This isn't a new or duplicate charge; it's settling a past cycle. Because those cycles fall outside our current-cycle refund window, they aren't normally refundable, but we understand an unexpected charge can be surprising — contact us and we'll review it and let you know if a one-time goodwill option is available. *** ### Related resources * [What happens if I downgrade PageFly?](https://help.pagefly.io/getting-started/pricing-and-billing/pricing-plans#frequently-asked-questions) * [What happens if I uninstall PageFly?](https://help.pagefly.io/getting-started/pricing-and-billing/what-happens-if-i-uninstall-pagefly) * [How to access PageFly's 24/7 Live Chat](https://help.pagefly.io/manual/how-can-i-access-the-pagefly-live-chat/) * [PageFly Compensation Policy](https://pagefly.io/pages/compensation-policy) * [Shopify's official refund policy for app charges](https://help.shopify.com/en/manual/your-account/manage-billing/refund-policy-subscriptions) --- # Agent Instructions This documentation is published with GitBook. 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