Shagofy

1. Two different things

A shopper who bought goods from a store buys from that merchant, not from Shagofy. A merchant who pays for a Shagofy plan buys from us. The two are handled differently, and this page covers both.

2. If you bought from a store

• The merchant sets and honours their own refund policy, sends the goods and handles returns. Ask them first - their contact details are on the store and on your receipt.
• If the merchant does not answer, or the goods never arrived, you can raise a dispute with us and we will look at the payment record.
• Where money reached the merchant through a Shagofy wallet, we can hold the amount in dispute while it is investigated.
• We cannot force a merchant to refund goods we never held, but we can suspend a merchant who does not deal with customers honestly.

3. Shagofy subscriptions

• Plans are paid in advance, for the period chosen - monthly, quarterly or yearly.
• You may stop at any time. Your plan then runs to the end of the period you have paid for, and your store moves to the free plan after that.
• We do not usually refund a period that has already started, because the service was available throughout it.
• We do refund in full where we charged you in error, charged you twice, or the platform was unusable for a long period through our fault.
• A free trial costs nothing and can be stopped before it ends without any charge.

4. Payment and transaction fees

Fees already taken on a completed payment - the payment provider's charge and our own - are not returned when a merchant later refunds a shopper, because the payment was processed. Where a payment fails or is reversed by the provider, no fee is kept.

5. How to ask

Write to us with the reference on the payment or the plan order. We answer refund requests within 7 working days, and pay approved refunds to the same account the money came from.

Questions about this policy? Write to support@shagofy.com.