Refund Policy
Last updated: September 3, 2026
The refund process that applies to your purchase depends on the billing provider shown at checkout and on your receipt or invoice. SellPilot AI uses Paddle for eligible direct subscriptions and Shopify Billing for subscriptions acquired or approved through Shopify.
1. Identify your billing provider
A Paddle receipt or a paddle.net transaction descriptor means Paddle processed the purchase. A SellPilot AI app charge shown on your Shopify invoice means Shopify Billing processed it. Use the matching refund route below.
2. Purchases processed through Paddle
Paddle sells eligible direct SellPilot AI subscriptions as our Merchant of Record. Refund eligibility, statutory withdrawal rights, refund decisions, and refund processing for those transactions are governed by Paddle's Buyer Terms, Paddle's Refund Policy, and any mandatory rights under applicable law. SellPilot AI does not add separate refund conditions, qualifiers, exclusions, or exceptions to Paddle-processed transactions.
3. Requesting a Paddle refund
Use the View receipt or Manage subscription link in your Paddle purchase confirmation email, the support link available from your billing page, or Paddle Buyer Support. Paddle reviews and processes the request and, when approved, returns funds to the original payment method where possible.
4. Purchases billed through Shopify
If you subscribed through the Shopify App Store or approved the SellPilot AI subscription in Shopify, the app charge is processed through Shopify Billing and appears on your Shopify invoice. Refunds and billing credits for third-party app charges are reviewed by SellPilot AI and, when approved, are issued through Shopify's billing system.
5. Requesting a Shopify refund or credit
From your Shopify admin, go to Settings > Apps > SellPilot AI > Get support, or email support@sellpilothub.com. Include your store URL, invoice number, charge date and amount, and the reason for your request. If the charge is still pending and unpaid, an approved adjustment may be issued as a credit; after Shopify has collected the charge, an approved adjustment may be issued as a full or partial refund. The available method follows Shopify's billing rules and any mandatory rights under applicable law.
6. Cancellation and uninstalling
Cancellation prevents future billing according to the rules of the provider that processed the subscription. For Shopify-billed subscriptions, uninstalling the app stops future billing cycles but might not remove a pending charge that was already generated for an upcoming Shopify invoice. Contact SellPilot AI support if a pending or paid Shopify app charge needs review.
7. Product support
For help identifying your billing provider, resolving a product issue, or locating the correct refund route, contact support@sellpilothub.com. Any mandatory consumer or business rights under applicable law remain unaffected.