Effective Date: 1st November, 2026

Seokai ("we", "us", "our") subscriptions are billed through Shopify. This Refund Policy explains how we handle refund requests for subscription plans, AI credit allocations, and one-time credit pack purchases.

1. Free Plan (Explorer)

The Explorer plan is free and does not involve any charges. No refund applies to the free plan.

2. Subscription Plans (Growth, Scale, Enterprise)

• Refund requests must be submitted within 14 days of the billing charge.
• Refund eligibility is based on actual usage during the billing period, including AI credits consumed and features used. AI credits represent variable costs incurred by Seokai at the time of processing.
• If you have used less than 20% of your allocated AI credits for the billing period, you are eligible for a full refund.
• If you have used between 20% and 50% of your allocated credits, you may be eligible for a pro-rated refund reflecting the unused portion.
• If you have used more than 50% of your allocated credits, refunds are generally not available, except in cases of verified technical errors or billing faults.
• Refunds will always be granted in cases of duplicate billing, billing system errors, or where required by applicable consumer protection law.
• Upgrades and downgrades take effect immediately. Shopify prorates the price automatically, charging or crediting the difference for the days left in the billing cycle. This proration is separate from a refund request. How monthly credits are prorated, including when credits used beyond what you paid for are deducted from later allowances, is set out in our Terms of Service.

3. Credit Packs (One-Time Purchases)

• Credit packs (Starter Boost, Growth Pack, Pro Pack) are one-time purchases and are non-refundable once any credits have been consumed.
• If no credits from a credit pack have been used and the refund request is made within 14 days of purchase, we will issue a full refund.
• Credits from a credit pack expire 12 months after the pack is added to your balance. Until then, unused credits stay on your account, including after an uninstall, and can be used whenever the app is installed. Expired credits are not refundable.
• Credit packs bought before 1 November 2026 were sold without an expiry date. Their remaining credits get a full 12 months from that date and expire on 1 November 2027, regardless of when the pack was bought.
• Seokai shows each pack's remaining credits and expiry date in the app, and emails your store's contact address about 30 days before any purchased or reward credits expire while the app is installed.
• Credit pack refunds are not automatic. Seokai support reviews each request and issues approved refunds through Shopify (see Section 5).
• If a credit pack is refunded, or its charge is cancelled or declined, any credits remaining from that pack are removed. Credits you have already used from it are not taken back.
• Packs bought before 28 September 2026 were added to a single combined balance, so we cannot tell how many credits from a particular pack have been used. Refund requests for these packs are reviewed individually by Seokai support, taking into account your purchase history and the credits used since the purchase. If a refund is approved, we may remove up to that pack's number of credits from your remaining purchased balance, but never more than you have left.

4. Cancellation

• You may cancel your Seokai subscription at any time from the Plans page in the app or through the Shopify admin panel.
• Upon cancellation, your paid plan and its monthly credits remain active until the end of the current billing period, after which your store moves to the free Explorer plan. No partial refund is issued for the remaining days unless you meet the refund criteria in Section 2. Purchased and reward credits are kept.
• Uninstalling Seokai also cancels your subscription, with no credit for the rest of the billing period. Under Shopify's billing rules, if you reinstall before the period ends you can keep using your paid plan until it ends. Purchased and reward credits stay on your account and are available again after a reinstall, until they expire.
• After you uninstall, your store data is handled in accordance with our Privacy Policy. Most store data is deleted about 48 hours after uninstall, when Shopify sends us its data deletion request. Billing, credit, and usage records are retained for accounting and legal purposes, as that policy explains.

5. How to Request a Refund

To request a refund:

1. Contact us through our contact page.
2. Provide your Shopify store name (URL), the email associated with your account, and the billing charge date.
3. Include a brief description of the reason for your request.
4. We will review your account usage and respond within 5 business days with the outcome.

6. Shopify Billing

All subscription charges and refunds are processed through Shopify’s billing system. Approved refunds are issued to the original payment method used during checkout. Depending on your payment provider, refunds typically appear within 5–10 business days.

Seokai does not have access to your payment card details. For billing disputes not resolved through Seokai, you may also contact Shopify Support directly.

7. Consumer Protection Rights

Nothing in this Refund Policy limits or excludes your rights under applicable consumer protection laws. If you are located in the EU, UK, or other jurisdictions with mandatory refund rights, those rights apply in addition to this policy.

8. Changes to This Policy

We may update this Refund Policy from time to time. When material changes are made, we will notify users by email or through a notice in the app. The "Effective Date" at the top reflects the most recent revision. Refund eligibility for a charge is decided under the version of this policy in force on the date of that charge. The one exception is the 12-month credit pack expiry introduced on 1 November 2026, which also covers packs bought earlier. Those packs get a full 12 months from 1 November 2026 rather than from their purchase date, so no one loses credits on the day the change takes effect. Before 1 November 2026, we email merchants who hold purchased or reward credits to tell them about this change.