The side notes are plain-words summaries. Where anything could be read two ways, the full clause governs.
What this document covers
This document covers the fees merchants pay E-Comets for the platform: when a charge is returned, when it is credited, and how to stop one. It does not cover refunds between a shop and its shoppers. The promise a shopper gets at the door is the shop's promise, published on the shop's own storefront, and the platform's only role in it is recording what happened truthfully.
The trial
The fourteen-day trial takes no card, so there is nothing to refund. If it ends and you walk away, you owe nothing and nothing was collected.
Cancelling
Paid plans are month-to-month, charged in advance to the card you paid with. You can cancel at any time from the admin or through the contact page, and you do not have to give a reason. Cancellation takes effect at the end of the month already paid: your store keeps working until that day, the card is not charged again, and no further invoice is issued. The month already paid is not refunded pro-rata, because what the price bought, a working platform for that month, is what you keep until it ends.
Changing plan
There are no exchanges, because nothing is sent to you. The equivalent is changing plan, and you can do that at any time from the admin. Moving up to a bigger plan unlocks its capabilities at once, and the new price is charged from your next monthly charge; the month already paid is not re-billed. Moving down takes effect at the next monthly charge as well, so you keep what you paid for until then. During the trial, changing plan is free and immediate.
Billing errors
If a charge was wrong, a plan you did not choose, a price that did not match the published one, a month charged twice, tell us within sixty days of the charge. Once verified we put it right within fourteen days of your message: a refund to the same card the charge came from, or a credit against your next charge, whichever you prefer. A refund to a card is sent by us within those fourteen days and typically shows on your statement five to ten business days later; that last stretch is the bank's clock, not ours.
Outages
If a platform failure on our side keeps your storefront from taking orders for more than twelve hours in one calendar day, that day is credited against your next charge on request. Tell us within thirty days of the outage; the platform's own records of the incident settle what qualifies, in your favour where the record is ambiguous.
Charges you do not recognise
If a charge from E-Comets appears on your statement and you do not recognise it, write to us first. We answer within three business days with the invoice it belongs to, and if we owe you a refund it is sent then, which is faster than a dispute through your bank. If you open a dispute with your bank over a charge we have already refunded or explained, the bank's process takes over and we give it the invoice and the records of your account.
Currency
Plans are charged in US dollars. A refund goes back in US dollars to the same card, for the amount we received. What your bank converts it to, and any fee it takes on the way in or the way back, is between you and your bank.
How to ask
Through the contact page, from the account that holds the store. Say which invoice or which charge and what happened; a person answers, and the timelines above start from your message.
This page exists in English and العربية. Where they differ in meaning, that is a defect and not a translation choice, and it is reported rather than resolved by preferring one.