Cancellation & Refunds

• You can cancel at any time. There is no cancellation fee.
• Cancellation takes effect at the end of the billing period you are already in.
• You keep full access until that date, so nothing stops mid-month.
• Fees already paid for the current period are not pro-rated, except in the cases in section 5.
• You can export your data before access ends, and for 30 days afterwards on request.

The sections below set the same terms out in full.

Send a cancellation request from the email address of an owner or admin on the account to support@shopowl.io, or cancel from the subscription screen in your account settings where that option is enabled for your plan.

We will confirm the cancellation in writing, along with the date your access ends. If you do not receive that confirmation within two business days, assume the request did not reach us and contact us again.

Cancellation takes effect at the end of the current billing period. Your account stays fully active until then, and no further invoices are issued after that date.

For annual plans, cancellation takes effect at the end of the annual term unless you and we agree otherwise in writing.

A cancellation request received on the same day a renewal is charged may not stop that renewal. Where the renewal has already processed, we will treat the request under section 5.

• Before your access ends, you can export customers, reports, and accounting batches from within the Service.
• For 30 days after access ends, you can request a full export of your account's data by writing to support@shopowl.io.
• After that 30-day window, account data is scheduled for deletion and cannot be recovered.
• Backups age out on their own retention schedule after deletion.
• We keep only what we are required to keep for tax, legal, or accounting purposes.

Export your data before the window closes. Once deletion has run we cannot restore an account.

Subscription fees are billed in advance and are generally non-refundable. We will issue a refund in the following circumstances:

• Billing error. If you were charged the wrong amount, charged after a confirmed cancellation, or charged twice, we refund the difference in full.
• Renewal within 7 days. If an annual or monthly renewal processed and you tell us within 7 days that you intended to cancel, we refund that renewal in full and end access immediately.
• Extended unavailability. If the Service is materially unavailable for a prolonged period through our fault, we credit or refund a pro-rated share of the affected period.
• Termination by us without cause. If we discontinue the Service or terminate your account other than for breach, we refund the unused portion of any prepaid fees.

Refunds are returned to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer.

Onboarding, data migration, and custom configuration work is billed separately and is non-refundable once performed.

Removing a rooftop or moving to a smaller plan takes effect at the start of the next billing period, and the price adjusts from that date. We do not credit removed locations mid-period. Adding a location takes effect immediately and is pro-rated for the remainder of the period.

If a payment fails, we retry it and notify the billing contact on the account. If the balance remains unpaid after notice, we may suspend access until it is settled. A suspended account is not a cancelled account: fees continue to accrue unless you cancel, and the data retention timeline in section 4 does not begin until cancellation or termination.

We may terminate an account for material breach of the Terms of Service that is not cured within thirty (30) days of written notice, or immediately where required to protect the Service, other customers, or the safety of individuals. Where we terminate for breach, prepaid fees are not refunded. The data export window in section 4 still applies.

We may update this policy. Material changes are notified by email or in the Service before they take effect, and never apply retroactively to a cancellation already in progress. The “Last updated” date above reflects the current version.

Cancellation and billing questions go to support@shopowl.io.