This policy explains when you can and can't get money back for MerchantDesk subscriptions and AI credits. We keep it simple: start with the free trial, cancel any time, and know that credits are non-refundable once they've been used.
1. The short version
- Try MerchantDesk free first. You aren't charged during the trial.
- Subscription payments are not refundable, but you can cancel at any time and keep access until the end of the period you paid for.
- AI credits are not refundable once any of them have been used.
- If we charged you by mistake, we always refund it.
2. Free trial
Every new account starts with a free trial and a small number of AI credits, so you can test MerchantDesk with your own store before paying. If it isn't right for you, simply don't upgrade. Nothing is charged.
3. Subscriptions
Plans are paid in advance for each monthly or yearly period. Because you have access to everything in your plan from the first day, we don't give refunds or credits for:
- the rest of a month or year after you cancel
- days or features you didn’t use
- switching to a lower plan part-way through a period
- forgetting to cancel before a renewal
Cancelling: you can cancel at any time from the billing settings in your portal, or by emailing support@merchantdesk.ai. Shopify App Store customers can also cancel by uninstalling the app. Your plan stays active until the end of the current period and won't renew after that.
Changing plans: the price and start date of the new plan are shown at checkout before you confirm. Moving to a lower plan doesn't refund what you've already paid for the current period.
4. AI credits
Plan credits come with your subscription. They reset each billing period, don't carry over, and have no cash value, so they can't be refunded.
Credit packs you buy don't expire while your account is open. Our rules for them are simple:
- If any credit from a pack has been used, the pack can't be refunded, in full or in part.
- If none of the credits from a pack have been used, you can ask for a full refund within 14 days of buying it.
- Your plan credits are always used first, then bought credits.
Credits can't be exchanged for cash, moved to another account, or refunded when an account is closed.
5. If you pay through Shopify
If you installed MerchantDesk from the Shopify App Store, Shopify bills you on our behalf and the charge appears on your Shopify invoice. The same rules apply. Any refund we approve is given back through Shopify, usually as a credit on your Shopify bill.
6. Costs from other providers
If you connect your own OpenAI, Anthropic or Google API key, or pay a provider such as Meta directly for messaging, those charges are between you and that provider. We can't refund them.
7. When we will refund you
We'll refund you in full if:
- you were charged twice for the same thing
- you were charged after you had cancelled
- you were charged the wrong amount because of an error on our side
If MerchantDesk has a serious outage, we may add free credits or service time to your account. This is at our discretion and isn't a cash refund.
8. How to ask for a refund
Email support@merchantdesk.ai from the email address on your account, with:
- your store name
- the invoice or receipt number
- a short explanation of what went wrong
We reply within 3 business days. Approved refunds go back to the original payment method, and banks usually take 5 to 10 business days to show them.
9. Chargebacks
Please talk to us before disputing a charge with your bank. Most billing problems are fixed quickly by email. If a chargeback is opened, we may pause the account until it's resolved.
10. Your legal rights
MerchantDesk is sold to businesses. Nothing in this policy takes away rights you have under laws that can't be overridden by a contract.