OmniStore Refund and Subscription Cancellation Policy

Effective Date: June 1, 2026 Last Updated: May 24, 2026 Version: 1.0.0

1. Scope

This Refund and Subscription Cancellation Policy (the “Refund Policy”) explains how OmniStore handles subscription billing, trial conversion, cancellation, refunds, and dunning. It applies to every paid OmniStore Subscription (MICRO is free and therefore outside this policy). It forms part of, and is incorporated into, the Terms of Service at useomnistore.com/legal/terms; capitalised terms not defined here have the meaning given in the Terms of Service.

Where this Refund Policy and the Terms of Service appear to conflict, the Refund Policy governs the specific topic of refunds and cancellations; the Terms of Service govern everything else.

2. Trials and conversion to paid

2.1 Trial length

Every new OmniStore Account begins with a fourteen (14) day Trial on a TEAM-equivalent feature set. The Trial starts the moment your Account is created and ends fourteen (14) calendar days later at the same time of day. No payment information is required to begin the Trial.

2.2 Trial conversion

The Trial ends at the conclusion of the fourteenth day. At that moment:

If you have explicitly subscribed to a paid tier and provided a valid payment method during the Trial, your paid Subscription begins immediately. The first charge runs at the start of the first Billing Period; the Trial period itself is free.
If you have not subscribed to a paid tier, your Account converts to the free MICRO tier. You retain access to the Platform under the MICRO quota limits, but the TEAM-equivalent features that were active during the Trial cease.

There is no automatic conversion of a Trial into a paid Subscription. We never charge you without an explicit upgrade.

2.3 No Trial extensions

Trials are not extendable except in our sole discretion, in writing, and only in genuinely exceptional cases (e.g. a documented major service outage during the Trial that materially prevented evaluation). Creating multiple Accounts to obtain successive Trials is a breach of the Terms of Service and the Acceptable Use Policy.

3. Subscription billing

3.1 Billing cadence

Paid Subscriptions are billed in advance for each Billing Period. The Billing Period is:

One (1) calendar month for monthly Subscriptions, starting on the day of the month the Subscription was activated.
One (1) calendar year for annual Subscriptions, starting on the day of the year the Subscription was activated.

If your activation day falls on a date that does not exist in a given month (e.g. the 31st in February), we bill on the last day of that month and the next Billing Period resets to the original day.

3.2 Currency

Subscriptions are denominated in the currency shown at checkout. For Cameroonian merchants this is typically Central African CFA franc (XAF); for international merchants, USD or EUR per regional pricing. Currency-conversion charges levied by your bank or mobile-money provider are your responsibility.

3.3 Payment methods

We accept card payments via Stripe (for international merchants) and mobile-money payments via Campay and Monetbil (for Cameroonian merchants). Additional payment rails may be added over time and announced through the Admin App.

3.4 Receipts and invoices

A receipt is sent to your Account email after every successful charge. A formal invoice (PDF) is generated for every Billing Period and is available in the Admin App under Settings → Billing → Invoices. Invoices include the line items, applicable taxes, and your billing information; please ensure your billing information is current.

4. Auto-renewal

4.1 How it works

Paid Subscriptions automatically renew at the end of each Billing Period for a new period of the same length. This is the standard behaviour for almost every SaaS Subscription; it ensures uninterrupted service.

4.2 How to prevent renewal

To prevent auto-renewal, you must cancel your Subscription before the end of the current Billing Period. To cancel:

Open the Admin App.
Navigate to Settings → Billing → Cancel Subscription.
Confirm the cancellation.

Alternatively, email support@useomnistore.com from the Account email with the subject line “Cancel Subscription”. We honour cancellation requests received by email within one (1) business day; the cancellation takes effect at the end of the then-current Billing Period regardless of how quickly we process the email.

Cancellation through any other channel (in-product chat, social media DMs, comments on blog posts, etc.) is not effective. Use the Admin App or the support email.

4.3 What happens after you cancel

When you cancel:

The Subscription remains active until the end of the current Billing Period; you continue to enjoy all features you paid for.
At the end of the Billing Period, the Subscription does not renew. Your Account converts to the free MICRO tier.
Your data (products, customers, sales, audit logs, store settings) remains in the Account; nothing is deleted automatically. You can re-subscribe at any time and pick up where you left off.
To request full Account deletion (data removal in addition to cancellation), follow the procedure in the Privacy Policy or email legal@useomnistore.com.

5. Refund window

5.1 Fourteen (14) day refund window

You are entitled to a full refund of the Subscription Fee for the current Billing Period if you request the refund within fourteen (14) calendar days of the start of that Billing Period. This window applies to:

The first Billing Period after a Trial converts to a paid Subscription (i.e. your first paid month or year).
Each renewal at the start of a new Billing Period (so if your monthly Subscription renews on the 1st of the month, you have until the end of the 14th of the month to request a refund of that month’s fee).

5.2 How to request a refund

To request a refund within the window:

Email support@useomnistore.com (or legal@useomnistore.com for escalation) from the Account email.
Subject line: “Refund Request - [Account email]”.
State the Billing Period for which you are requesting the refund and, optionally, a brief reason. A reason is not required for refunds within the fourteen (14) day window; we ask only because the feedback helps us improve the product.

We process refunds within ten (10) business days of receipt of the request. The refund is issued to the original payment method. If the original payment method is no longer available, we issue a credit to your Account that you can apply to a future Subscription, or, on request, attempt to transfer the refund by an alternative method we mutually agree.

5.3 No refund after the fourteen (14) day window

After fourteen (14) calendar days from the start of a Billing Period, no refund is issued for that Billing Period. You may still cancel the Subscription (see Section 4.2); cancellation takes effect at the end of the current Billing Period and prevents the next renewal. You are not charged for any future Billing Period after cancellation.

5.4 Pro-rata refund on plan downgrade

If you downgrade your Subscription to a less expensive tier mid-Billing-Period, the downgrade takes effect at the start of the next Billing Period (you retain the more expensive tier’s features for the period you paid for). We do not pro-rate refunds on mid-period downgrades; this matches industry practice (Stripe, Shopify, Notion) and avoids creating an incentive to upgrade temporarily for a feature and downgrade for a refund.

If you upgrade your Subscription mid-Billing-Period, the upgrade takes effect immediately and we do pro-rate: the difference between the new and old tier’s fee for the remainder of the current Billing Period is added to your next invoice.

5.5 Refund of taxes

If a refund is issued for a Subscription Fee on which we collected indirect tax (VAT, sales tax, GST, etc.), the refund includes the proportional tax amount; we adjust our own tax filings accordingly. You are responsible for any tax-related consequences on your side (e.g. if you previously reclaimed input VAT on the original invoice).

5.6 Statutory rights

This Section 5 does not limit any non-waivable statutory right you may have to a refund under applicable consumer-protection law. Where applicable mandatory law grants a longer refund window (e.g. the European Union’s fourteen-day cooling-off right for distance contracts with consumers - note this typically does not apply to business-to-business contracts), that longer window governs.

6. Failed payments and dunning

6.1 What happens when a charge fails

If a recurring charge fails (insufficient funds, expired card, mobile-money window expired, etc.), the Subscription enters dunning: an automated retry process designed to recover the payment without disrupting your service.

6.2 Dunning windows

The dunning window depends on the payment method:

Card (Stripe): Stripe attempts to recover the failed charge through its Smart Retries logic over up to several days, depending on the failure reason. Email reminders are sent.
Mobile-money (Campay or Monetbil): OmniStore retries the charge over a seven (7) day window, with daily attempts. Email reminders are sent each time a retry fails.

During the dunning window, the Subscription remains active: you retain full access to the Platform. The intent of the dunning window is to give you time to update your payment method or top up your mobile-money balance.

6.3 What happens after dunning expires

If the dunning window expires without a successful charge:

The Subscription moves to PAST_DUE status, then SUSPENDED if the balance is still unpaid after a brief grace period.
A suspended Account retains read access to your data (you can sign in, view products, view customers, view sales) but cannot perform write operations (no new sales, no product edits, no settings changes, no exports beyond a single recovery export).
The Storefront for the Account continues to display read-only (browsable products) but does not accept new orders.

To restore a SUSPENDED Subscription, update your payment method in the Admin App under Settings → Billing → Payment Methods and trigger a manual retry. The Subscription reactivates within minutes of a successful charge.

6.4 Termination for non-payment

If a Subscription remains SUSPENDED for thirty (30) consecutive days without a successful payment, OmniStore may terminate the Subscription for cause under Section 11.3 of the Terms of Service. On termination, the Account converts to the free MICRO tier (you do not lose your data) and the outstanding balance becomes immediately due. We may pursue the outstanding balance through ordinary debt-recovery channels.

6.5 Voluntary cancellation during dunning

You may cancel during the dunning window. Cancellation takes effect at the end of the current Billing Period; you remain liable for the Fees for that period, including any portion not yet successfully charged, and we may continue to attempt to collect the outstanding amount (up to the cap on liability described in the Terms of Service) until paid.

7. Edge cases

7.1 Refund of an add-on or one-time charge

Add-ons (e.g. SMS top-ups, accounting-export packs) and one-time charges (e.g. custom-domain setup, where applicable) follow the same fourteen-day refund window when bought standalone. Consumable add-ons (e.g. SMS credits) are refundable only to the extent unused; the value of credits already consumed is non-refundable.

7.2 Annual Subscriptions

For annual Subscriptions, the fourteen (14) day refund window runs from the start of each annual Billing Period (so once per year, at renewal). Mid-year cancellation does not refund the unused portion of the year; the Subscription remains active through the end of the prepaid year.

7.3 Promotional pricing and credits

Refunds of Subscriptions purchased at a promotional price are at the promotional price, not at the standard rate. Referral credits, founding-spot credits, and similar non-cash credits applied to a Subscription are not refundable in cash; they revert to your credit balance and can be applied to future Subscriptions.

7.4 Refund of payment-processor fees

We do not refund payment-processor fees that we have already incurred and cannot recover from the processor (typically a small percentage of the charged amount). For amounts under USD 5 (or local equivalent), we may, in our sole discretion, waive this; for larger refunds we may deduct the unrecoverable processor fee from the refund amount and notify you. This rarely materially affects the refund.

7.5 Chargebacks

Filing a chargeback with your card issuer instead of requesting a refund from us is permitted but undesirable: chargebacks incur a fee that, if upheld, you may be ultimately responsible for under the Terms of Service. We will respond to chargebacks honestly and with the evidence on file. If a chargeback is reversed in your favour, your Subscription may be terminated under Section 11.3 of the Terms of Service, depending on the circumstances.

7.6 Refund for OmniStore-caused outage

If a documented OmniStore outage materially impairs your use of the Platform for more than four (4) consecutive hours during a Billing Period, we may, in our sole discretion, issue a pro-rata credit (not a cash refund) for the affected period. There is no service-level agreement (SLA) on the Platform except where expressly stated in an ENTERPRISE contract; the outage credit described here is a goodwill mechanism, not an SLA obligation.

8. Disputes about a refund

If you believe a refund decision is wrong, escalate by email to legal@useomnistore.com with subject “Refund Escalation - [Account email]”. Harold Voufack personally reviews refund escalations and responds within ten (10) business days. If, after that review, you still disagree, dispute resolution proceeds under Section 12 of the Terms of Service (informal resolution, then courts of Yaoundé, Cameroon).

9. Contact

For refund requests and questions about this Refund Policy:

Refunds: support@useomnistore.com
Escalations and legal notices: legal@useomnistore.com

Changes to this Refund Policy

We may update this Refund Policy from time to time. Material changes will be communicated to OmniStore account holders by email and through the in-app banner at least 30 days before they take effect. The current version, effective date, and change summary appear at the top of this page.

Version history is maintained in CHANGELOG.md in the OmniStore legal documents repository.