# Subscription questions

{% hint style="warning" %}
All app charges are managed by **Shopify**, not Reputon. We have no access to your payment details. For billing disputes, contact us first, we'll help resolve it or direct you to Shopify support.
{% endhint %}

### Free Trial

<details>

<summary>How long is the free trial?</summary>

The free trial lasts **7 days** and starts immediately when you accept charges during installation. All features are fully available during the trial, there are no limits or locked features.

There is no free plan. After the trial ends, a paid subscription activates automatically.

</details>

<details>

<summary>What happens when the free trial ends?</summary>

After the 7-day trial, your paid subscription activates automatically and Shopify bills you for the first 30-day cycle.&#x20;

If you want to cancel before being charged, uninstall the app before the trial ends. No charge will apply.

For more details on how Shopify handles app billing, see [Shopify Help Center — App subscriptions](https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps#subscriptions).

</details>

### Billing & Charges

<details>

<summary>How does app billing work on Shopify?</summary>

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

Charges are billed in 30-day cycles from the date your trial ended. Shopify bills in advance for the upcoming cycle.

⚠️ **We have no access to your payment information.** All charge details, invoices, and payment history are in your Shopify admin under **Settings → Billing**.

</details>

<details>

<summary>I was charged twice, what should I do?</summary>

Double charges can happen when the app billing cycle overlaps with your Shopify subscription renewal cycle. This is a known Shopify billing edge case.

Since Shopify controls all payment processing and we have no access to your billing details, please contact [Shopify support](https://help.shopify.com/en/support) directly. They can see both charges and issue a correction. You can also reach out to us at <support@reputon.com> and we'll help clarify what happened from our end.

</details>

### Cancellation & Refunds

<details>

<summary>How do I cancel my subscription?</summary>

Uninstall the app from **Shopify Admin → Settings → Apps and sales channels**. Uninstalling cancels the subscription immediately.

No charge applies if you uninstall before the trial ends. Uninstalling after the trial or mid-billing cycle results in a charge for the current period, but you may be eligible for a partial refund (see below).

</details>

<details>

<summary>Can I get a refund after uninstalling?</summary>

Yes, we can refund the unused portion of your billing period after uninstallation. Refunds are processed after the payment has been received by Shopify.

<figure><img src="/files/Tu8e1cB4SFj5GXnwujiJ" alt=""><figcaption></figcaption></figure>

</details>

### Technical

<details>

<summary>What happens if I reinstall the app?</summary>

Reinstalling starts a new subscription. Shopify requires you to re-accept charges, which creates a new billing cycle. Your previous subscription is not restored.

⚠️ If you're reinstalling to fix an issue, contact us first, <support@reputon.com>, it's often faster to resolve without reinstalling.

</details>

<details>

<summary>Are widget code snippets removed when I uninstall?</summary>

**Shopify 2.0 themes:** Yes, uninstalling automatically removes all app blocks and code injected by Reputon.

**Shopify 1.0 (vintage) themes:** No, if you manually added widget code to your theme files, you need to remove it yourself. Go to **Online Store → Themes → Edit code** and delete any code you added.

</details>

<details>

<summary>I'm pausing my Shopify store, what should I do?</summary>

If you switch to Shopify's **Pause and Build** plan, app subscriptions continue to be charged even while your store is paused. To avoid being billed during the pause, **uninstall the app before pausing**.

You can reinstall when you're ready to reactivate your store.

</details>

***

{% hint style="info" icon="comments" %}
**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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