Last updated: September 2, 2026
This policy explains how refunds work for purchases made through Shop Commander. It covers the prepaid Communications & AI credits that pay for phone calls, text messages, phone numbers and AI receptionist minutes used inside the Shop Commander app. The Shop Commander software itself is free to use.
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Your receipt, invoice and any refund come from Paddle, and the charge on your statement appears as Paddle. Paddle collects and remits any applicable sales tax or VAT.
Credits are a prepaid balance. As your shop places calls, sends texts, keeps phone numbers active or uses the AI receptionist, the cost of each of those items is deducted from your balance at the rates shown in the app at the time of use. Credits never expire while your account is open. Credits are not cash and cannot be transferred to another account or exchanged for anything other than the services above.
| Situation | Refund |
|---|---|
| Credits purchased and not used, requested within 14 days of purchase | Full refund of the unused amount |
| Credits purchased and partly used, requested within 14 days of purchase | Refund of the unused remainder of that purchase |
| Duplicate charge, charge made in error, or a charge you did not authorize | Full refund, at any time |
| A service outage on our side that consumed credits without delivering the service | Credits returned to your balance, or refunded on request |
| Credits that have been used for calls, texts, numbers or AI minutes | Not refundable: the service was delivered and the underlying carrier costs were incurred |
| Unused credits older than 14 days | Not refundable, but they stay on your balance and can be used at any time |
| Monthly phone number fees for a number you have kept active | Not refundable for the months the number was held; releasing the number stops future charges |
If you close your Shop Commander account, tell us within 14 days of your most recent purchase and the unused part of that purchase is refunded under the rules above.
If you turn on automatic top-ups, each top-up is a new purchase and the 14-day rule applies to it individually. You can turn automatic top-ups off at any time in Settings, and no further charges will be made.
Email support@shopcommander.com from the email address on your account with your shop name and the Paddle order number from your receipt. You can also use the link on your Paddle receipt to contact Paddle directly. We answer within two business days.
Approved refunds go back to the original payment method. Paddle issues them within 5 to 10 business days; your bank or card issuer may take a few more days to show it.
If something looks wrong on your statement, contact us first. We resolve billing mistakes quickly, and a refund reaches you faster than a dispute. Where a chargeback is filed for credits that were used, we will provide Paddle and the card issuer with the usage records for that purchase.
If we change this policy, the version in effect when you made a purchase applies to that purchase. The date at the top of this page shows the current version.
© 2026 SHOP COMMANDER® — Shop Commander Inc., Canada