Effective date: 2 July 2026
Last updated: 2 july 2026
This Refund Policy explains how refunds work for HiveMorph subscriptions
and credit purchases billed through Shopify.
1. Billing through Shopify
All HiveMorph subscription charges and credit purchases are processed via
the Shopify Billing API and appear on your Shopify invoice. Refunds,
where applicable, are issued through Shopify’s billing system.
2. Subscription plans
2.1 Free trial
- New organizations receive a one-time free trial credit allocation
- No charge is made during the free trial period
- No refund applies (no payment was collected)
2.2 Paid subscriptions
- Subscriptions are billed monthly (or annually, if offered) through Shopify
- Charges begin when you approve a paid plan in the Shopify billing confirmation screen
2.3 Refund eligibility for subscriptions
| Situation | Refund |
|---|---|
| Charged in error (duplicate charge, wrong plan) | Full refund within 14 days of charge |
| Service unavailable for 24+ consecutive hours due to our fault | Pro-rata refund for affected period |
| Dissatisfied within first 14 days of first paid subscription | Full refund of first charge (one-time courtesy) |
| Mid-cycle cancellation | No refund for unused portion of current billing period |
| Plan downgrade | Takes effect next billing cycle; no refund for current cycle |
| Violation of Terms of Service (suspension/termination by us) | No refund |
To request a subscription refund, email support@hivemorph.com within
14 days of the charge with your store domain and charge date.
3. Credit top-ups
3.1 How credits work
Credits are consumed when you use features (AI edits, audits, deploys, etc.).
Purchased credits do not expire while your subscription is active.
3.2 Refund eligibility for credits
| Situation | Refund |
|---|---|
| Credits purchased but not used at all | Full refund within 14 days of purchase |
| Credits partially used | No refund for used credits; unused credits may be refunded at our discretion within 14 days |
| Credits consumed (features used) | No refund — credits represent delivered service |
| Technical error caused incorrect credit deduction | Credits restored to your account (not cash refund) |
4. How to request a refund
- Email support@hivemorph.com
- Include:
- Your Shopify store domain
- HiveMorph organization name
- Date and amount of the charge
- Reason for the refund request
- We review requests within 5 business days
- Approved refunds are processed through Shopify within 10 business days
- Refunds appear on your next Shopify invoice or as a credit to your Shopify account
5. Chargebacks
If you dispute a charge through your payment provider (chargeback) without
first contacting us, we may suspend your account pending resolution. Please
contact support@hivemorph.com first — we resolve most issues within 5 business days.
6. Uninstall and billing
- Uninstalling HiveMorph does not automatically refund unused subscription
time or purchased credits - Uninstall stops future charges
- Submit a refund request before or within 14 days of uninstall if eligible
per this policy - Unused purchased credits at time of uninstall are not refundable unless
purchased within the prior 14 days and completely unused
7. Changes to this policy
We may update this policy. Changes apply to purchases made after the
effective date. Material changes will be communicated via email or in-app notice.
8. Contact
Refund requests: support@hivemorph.com
Subject line: “Refund Request — [your-store].myshopify.com”
HIVE MORPH, London Eve
Riverside Building, County Hall
Westminister Bridge Rd, London SE
7PB, UK