> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.transcy.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Transcy Payment & Refund Policy

Something you want to keep in mind when using Transcy Services:
* **Please note that you agree to our [__Terms of Service__](https://onecommerce.io/terms-of-services/) once you approve the Shopify charge.**
* **If you see a billing charge after uninstalling, it means you uninstalled after the 7-day free trial period ended.**

## PAYMENT

We have to follow all of [Shopify Payment Policies](https://help.shopify.com/en/manual/payments/shopify-payments), therefore please read more [here](https://help.shopify.com/api/charging-for-your-app/recurring-application-charges) for more details.

**Note:**
* In case you're having any issues with your charging/payment procedure, please contact [Shopify support team](https://www.shopify.com/contact) as soon as possible. Also, kindly notify us by our live chat, or our [email](mailto:support@transcy.io)
* For upgrading and downgrading concerns during the billing period, please refer to this link [here](https://help.shopify.com/api/charging-for-your-app/guides/upgrades-and-downgrades).

## REFUND

* Transcy offers a **7-day free trial** period, allowing you to fully experience our app's capabilities before paying.
* If you find that Transcy doesn't meet your needs, or Transcy is not a good fit, simply **uninstall the app before the trial ends** to avoid being charged.
* **After the trial period, we do not provide unconditional refunds**, regardless of whether you've chosen a **monthly or yearly subscription plan**.
* Shopify's transaction fees **are non-refundable** according to [Shopify policy](https://shopify.dev/docs/apps/launch/billing/billing-adjustments/refund-app-charges), so we can **only refund the portion we receive** (not the full charge).
* **Transcy** reserves the right to **refuse refunds** if we detect abuse or unusual behavior.
* Our refund policy can change at any time **without notice** and is an integral part of our [Terms of Service](https://onecommerce.io/terms-of-services/).
* Approving the charge in Shopify means you **agree to these terms**.

### Conditions to apply for a refund

* You should **contact Transcy via live chat or [email](mailto:support@transcy.io)** and describe your issue clearly.
* **REFUNDS ARE NOT GUARANTEED**, as each app has its own policy.
* **The scope of work is based on our [Support Policy](https://help.transcy.io/en/article/overview-of-transcy-support-policy-17r4ztj/)**. 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).
* You must follow our support process and **cooperate fully during troubleshooting**.
* If our team confirms we **cannot fix the problem**, **we may approve a refund**.
* The charge must be made through **Shopify's payment system**.
* If approved, refunds may take **7-10 business days** after we receive the payment from Shopify.

### Refunds are rejected under these circumstances

* You changed your mind or no longer want to use the app after the free trial period.
* The issue you reported is outside our [Support Policy](https://help.transcy.io/en/article/overview-of-transcy-support-policy-17r4ztj/) scope.
* You did not contact our support team for help.
* You can't provide proof (like screenshots) of the issue or bug.
* You refuse to share [staff account](https://help.shopify.com/en/manual/your-account/staff-accounts/create-staff-accounts#add-a-new-staff-account) so we can check the issue.
* You install and uninstall the app repeatedly, then request a refund.
* You send repeated refund requests or try to negotiate refunds.
* You behave in a way that is threatening, abusive, or shows intention to cause harm to our team or OneCommerce.
* You claim you installed the wrong app — please review carefully before purchasing.
* **For recurring application charges and usage-based charges (like top-ups tokens), the usage charges are non-refundable**. 

### Refund Policy Updates

* This policy may be updated **at any time without notice** and takes effect immediately for **ALL** subscriptions and users.
* It is part of our [Terms of Service](https://onecommerce.io/terms-of-services/), and all users must accept it.
* We reserve the right to **deny refunds if we detect any abuse** of the policy.

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If you have any further concerns, please feel free to contact us via live chat or email us at [support@transcy.io](mailto:support@transcy.io)