Last updated: 31 August 2025
At Growsera, we aim to deliver excellent technical support for e-commerce merchants. For transparency, this page clarifies when and how fees may be refunded for our only service: technical support and maintenance for online stores.
Note: We don’t sell physical products or standalone software; this policy applies only to support subscriptions and hour bundles.
1) Refund Eligibility
| Service type | Request window | Eligibility |
|---|---|---|
| Monthly subscription (Launch / Growth / Elite) | Within 14 days of the first invoice, provided no support hours were consumed and no Quick Fix started | Full refund |
| Monthly subscription – after work has started | Any time before the end of the current billing cycle | No refund for the elapsed period; auto-renewal is cancelled, and no further fees apply |
| Flex Hours bundles | Within 30 days of purchase | Refund of unused hours only |
| Quick Fix / separate emergency fix | Non-refundable once fixes are executed | — |
2) Non-Refundable Cases
- Consumed hours or work already performed.
- Payment-provider bank fees or currency-conversion charges.
- Any third-party costs we incurred at your request (paid licenses, extra hosting, etc.).
3) How to Request a Refund
- Email [email protected] or open a Billing ticket in the customer portal.
- Include your invoice number, company name, and a brief reason.
- We’ll confirm receipt within 1 business day and share review status updates.
- We’ll confirm eligibility and proceed per the timelines below.
4) Processing & Timelines
- Requests are reviewed within up to 7 business days.
- If approved, refunds (partial or full) are sent to the original payment method within 10 business days (your bank may add time).
- You’ll receive a confirmation with the refund reference.
5) Chargebacks
Please contact us before opening a bank dispute. We may add a US$50 handling fee to cover dispute costs if a chargeback is opened without a good-faith attempt to resolve the issue directly.
6) Currency & Conversion Fees
Invoices are typically issued in USD. Refunds are processed in the same currency and via the same payment channel. Your bank or gateway may deduct conversion/processing fees that we do not control and cannot refund.
7) Policy Changes
We may update this policy. Material changes will be announced 7–15 days before taking effect, and you’ll receive an email notice if applicable.
8) Contact Us
Questions or requests?
Email [email protected] or use the Contact form. We’re happy to help during business hours.