Effective date: [[EFFECTIVE DATE]]
This policy covers the fees that merchants pay [[COMPANY NAME]] ("Grind Shop", "we", "us") for paid plans of the Service. It is part of our Terms of Service.
1. Orders from a store are not covered
When you buy something from a store on Grind Shop, you buy it from the merchant who runs that store, not from us. Returns, refunds and cancellations of such an order are decided by the store's own policy and by consumer law, and the store must handle them. Contact the store first. If a store does not respond or you think it is cheating shoppers, tell us with the report form. We do not hold the money for those orders.
2. Free period
The Service is free during the launch period. If you have not bought a paid plan, nothing has been charged and there is nothing to refund.
3. Paid plans
Paid plans, their prices and what they include are published on the Pricing page before anyone is charged. The rules below apply when paid plans start.
- Cooling-off period. If you buy a paid plan for the first time, you can cancel within [[REFUND WINDOW DAYS]] days of the purchase and we will refund the fee you paid for it in full.
- Cancelling later. You can cancel a plan at any time. It stays active until the end of the period you paid for, and we do not refund the rest of that period, except as section 4 says.
- Renewals. If a plan renews automatically, cancel before the renewal date to avoid the charge. If you are charged for a renewal you did not mean to keep, write to us within [[RENEWAL REFUND WINDOW DAYS]] days and we will refund it.
- Taxes. We refund the GST we charged together with the fee and issue a credit note.
- Not refunded. We do not refund fees when we remove a store or end an account because the merchant broke the Acceptable Use Policy or the Terms, charges of a payment gateway or other third party that you chose, or one-off services that have already been delivered.
4. If we let you down
If the Service was unavailable or materially broken because of us for a long stretch of a paid period, write to us and we will consider a pro-rata refund or credit for that period, as [[SERVICE FAILURE REMEDY]].
5. How to ask
Write to us using the details on the Contact page. Give the e-mail address of your account, the invoice number and the reason. We reply within [[REFUND REPLY PERIOD]].
6. How we pay
Approved refunds go back to the payment method used for the purchase within [[REFUND PROCESSING PERIOD]] of approval. Your bank or card issuer may need extra time to show it.
7. Your rights under law
Nothing in this policy takes away rights you have under consumer protection law or any other law that cannot be waived.
8. Changes
We may change this policy for future purchases. The version in force when you bought applies to that purchase.
9. Contact and grievance officer
Refund questions: see the Contact page. Complaints: our grievance officer is [[GRIEVANCE OFFICER NAME]], [[GRIEVANCE OFFICER EMAIL]]. The full details are in the Privacy Policy.