1. Purpose and Scope
This Refund & Cancellation Policy ("Policy") governs all subscription fees, add-on charges, and related payments made to UAB Komerza ("Komerza", "we", "our") for use of the Komerza platform, builder, and related services ("Services").
- It applies exclusively to Merchants purchasing Komerza subscriptions or add-ons.
- Refunds for payments made between Merchants and their buyers are governed solely by the Merchant's own refund policies.
This Policy forms part of, and is subject to, the Komerza Terms of Service. In the event of conflict, this Policy shall prevail.
2. Subscription Renewals
- All Komerza subscription plans renew automatically at the end of each billing cycle (monthly or yearly) unless cancelled prior to renewal.
- Merchants may cancel renewal at any time through the Komerza dashboard or by contacting support.
- Cancellation prevents the next scheduled charge but does not entitle the Merchant to a refund for the current billing period except as provided in Section 3.
- Subscription fees are billed in US Dollars (USD) and processed through the Merchant's selected payment service provider ("PSP").
3. Refund Eligibility
- Merchants may request a partial refund within fourteen (14) calendar days of the original
charge (initial purchase or renewal).
- Refunds will be pro-rated for unused days and exclude PSP transaction or currency-conversion fees.
- Komerza reserves the right to deny refund requests that do not comply with this Policy.
- After the 14-day window, subscription charges are non-refundable except where required by law.
- Add-ons (including the Email Marketing add-on and similar services) are non-refundable once activated, regardless of usage.
- Refunds are always issued to the original payment method in USD, and final amounts may vary slightly due to PSP or FX adjustments.
4. Suspension or Termination
- If Komerza suspends or terminates a Merchant account for cause (e.g. PSP action, Acceptable Use Policy violation, or fraud), no refund will be issued.
- If Komerza suspends or terminates an account without cause, or a PSP restriction occurs where the Merchant is not at fault and 30 days or more remain in the current billing term, Komerza may issue a pro-rated refund for the unused period.
- Refund decisions under this Section are final and at Komerza's sole discretion.
- Komerza shall not be liable for suspension or termination actions initiated by a PSP or regulator.
5. Refund Procedure
- All refund or billing inquiries must be submitted via the Intercom chat within the dashboard or by email to support@komerza.com.
- Komerza will acknowledge the request within 10 business days and, if approved, process refunds within a reasonable time thereafter.
- Merchants are responsible for ensuring their PSP account remains active and capable of receiving the refund.
6. Merchant-to-Buyer Transactions
- Komerza acts solely as a platform provider and is not a contractual party to any transaction between a Merchant and its buyers.
- Refunds, returns, or disputes related to orders placed with Merchants are governed exclusively by the Merchant's refund policy and applicable PSP rules.
- Komerza is not responsible for Merchant fulfilment, chargebacks, or buyer complaints.
7. Account Deletion and Data Retention
- Account deletion or closure does not automatically generate a refund.
- Data retention, including billing and audit records, follows Komerza's Privacy Policy and Data Processing Addendum (DPA).
8. Amendments
- Komerza may amend this Policy from time to time.
- Material changes will be communicated to Merchants at least 15 days in advance, via email or dashboard notice.
- Continued use of the Services after the notice period constitutes acceptance of the revised Policy.
9. Governing Law and Disputes
- This Policy is governed by the laws of the Republic of Lithuania.
- Any disputes arising from or relating to refunds shall be resolved under the Vilnius Court of Commercial Arbitration rules, as provided in the Komerza Terms of Service.