> For the complete documentation index, see [llms.txt](https://docs.optis.me/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.optis.me/general/refund-policy/optis-product-options.md).

# OPTIS Product Options

## | Overview

If you experience any issues while using the app, have concerns about billing, or need technical or development support, please contact us **before requesting a refund**. This policy applies specifically to the **OPTIS Product Options app**.

You can reach our support team via:

* 📧 **Email:** <support@optis.me>
* 💬 **In-app Live Chat**

Our team is committed to helping you resolve issues as quickly as possible:

* **Within 24 hours** on business days
* **Within 48–72 hours** on weekends

Refund requests will only be considered after we’ve had the chance to investigate and attempt to fix any issue related to the app.

***

## | Refund Terms

### **1. Refund Eligibility**

**Monthly subscription**

* Refund requests must be submitted within **5 days of the current billing cycle**
* Refunds are considered only if a **major issue** occurs (e.g. data loss or serious disruption caused by the app)

If you cancel the app after using it for several months:

* Usage will be calculated based on the **original monthly price (without discounts)**
* Refunds are handled **case by case**, after deducting Shopify’s processing fees

***

### **2. Non-Refundable Cases**

Since OPTIS Product Options offers a **free plan or trial period**, refunds are **not provided** in the following situations:

* You change your mind about using the app
* You purchased the app at a discount
* You installed the app for evaluation purposes
* You installed the app by mistake
* You lack the technical knowledge to use the app
* You request a goodwill refund
* You request refunds for previous billing cycles
* You request refunds for paid development or customization services
* Issues caused by conflicts with third-party apps or themes

We strongly recommend reviewing the app details, using the demo, or contacting us for clarification **before subscribing**.

***

### **3. How to Request a Refund**

If you would like to request a refund, please submit your request via **in-app Live Chat** or email us at **<support@optis.me>**.

If you encounter any issues while using the app, we strongly recommend contacting our support team first so we can investigate the problem and help restore any affected data.

Please **do not uninstall the OPTIS Product Options app** before reaching out. We’re only able to diagnose and assist while the app is still installed. Once the app is uninstalled, we won’t be able to investigate or provide support.

***

### **4. Before Uninstalling**

If you decide to uninstall **OPTIS Product Options**, please contact our support team first. We’ll help you remove any leftover code to ensure your store remains clean.

***

### **5. Refund Processing**

Once we receive your refund request:

* **Case 1: You’ve already been charged** → We’ll process the refund accordingly
* **Case 2: You haven’t been charged yet**\
  → Please wait until the charge appears, then contact us again\
  → Or contact **Shopify Support** directly to request charge cancellation

Due to Shopify’s billing system:

* All app billing and refunds are handled directly by **Shopify’s billing system**.
* As a result, we’re unable to cancel or prevent future charges on your behalf.
* Refunds can only be processed **after Shopify has completed billing for the current cycle**.

**Special Case – Forgot to Cancel After Trial**

If you forget to cancel your subscription after the trial period ends, you may be eligible for **50% refund of the first billing cycle**, as long as the request is submitted within the **first 5 days**.

***

## | **Charge Policy**

**App Upgrades, Downgrades, and Prorating**

When upgrading or downgrading your app plan, Shopify prompts you to approve a new recurring charge because only **one active charge** can exist per app at a time.

* The existing charge will be cancelled and replaced by the new one.
* Depending on the app, the new charge applies **immediately** or **after the current billing cycle** ends.

If the new charge applies immediately:

* **Upgrade:** You’ll be charged a prorated amount based on the difference in plan prices and the remaining days in your billing cycle. Example: If you upgrade from a $5 plan to a $15 plan on day 15 of a 30-day cycle, you’ll be charged:

  > $5 + ($15 – $5) × (15/30) = $10.
* **Downgrade:** You’ll receive an **application credit** for the unused portion of your higher plan, which can be applied to future Shopify app purchases.

***

If you have any questions or need clarification, feel free to **chat with us anytime** — our support team is always happy to help 💙