# Subscription questions

Concerned about your Etsy Reviews subscription? Find answers below:

### Free trial duration

Etsy Reviews offers a 7-day free trial starting immediately upon accepting charges. The app has no feature limits during this period. Note that there is no free plan available.

### Cancelling subscription

To cancel the subscription, uninstall the app from Shopify admin under Settings > [Apps and Sales Channels](https://www.shopify.com/admin/apps). Uninstalling cancels your subscription immediately.

If the app is uninstalled during a billing cycle that has not yet been paid, Shopify will issue an invoice for that period.

### Re-installing the app

Re-installing the app will cancel your monthly or yearly subscription per Shopify rules. You will need to reapply charges. For assistance, contact us at <support@reputon.com> or [live chat](https://go.crisp.chat/chat/embed/?website_id=d24ef16e-6e05-49e9-bd59-a6f3bde0658a).

### Refunds

We can provide a refund for the period when the app wasn’t in use after uninstallation.

For example, if you install the app on June 1, results in a charge for June 8 - July 7. Uninstalling on June 9 means that we can refund you for the period June 10 - July 7.

For refunds after uninstallation, contact us at <support@reputon.com> or [live chat](https://go.crisp.chat/chat/embed/?website_id=d24ef16e-6e05-49e9-bd59-a6f3bde0658a). Refunds are processed after receiving the payment.

{% hint style="warning" %}
Charges after uninstallation usually happen if the uninstall occurs mid-billing cycle, as Shopify bills in advance. More info at [Shopify Help Center - App Charges](https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps#subscriptions).

Only Shopify handles app charges; we have no access to your payment details for security and privacy reasons.
{% endhint %}

### App charges

Shopify controls all app subscription charges. When you install an app with a recurring charge, Shopify prompts you to confirm the subscription and the date of the first charge. After confirmation, Shopify sends an email documenting your approval.

{% hint style="warning" %}
We do not have access to any store's payment information.
{% endhint %}

### Double charge issue

Shopify manages all app subscription charges. For double charges, please contact Shopify support as they have access to your payment method and can provide clarity.

{% hint style="warning" %}
Double charges can occur if the app charge cycle overlaps with the Shopify subscription cycle. More info is available in Shopify's Help Center [here](https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps#subscriptions).
{% endhint %}

### Uninstalled app - code removal

If you use Shopify 2.0, uninstalling the app automatically removes all code. For Shopify 1.0, you must manually remove any added code.

### Pausing Shopify store

If you use the Pause and Build plan, uninstall the app to avoid being billed after pausing your store.

***

{% hint style="info" %}
**Questions about subscription or refunds? We're here to help:** [**support@reputon.com**](mailto:support@reputon.com) **or** [**live chat**](https://go.crisp.chat/chat/embed/?website_id=d24ef16e-6e05-49e9-bd59-a6f3bde0658a)
{% endhint %}


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