Refund Policy

1. About this Refund Policy

This Refund Policy explains how cancellations, refunds, free trials, subscriptions, credits, and paid features are handled for Drophero users.

Drophero is registered in the Netherlands with the Dutch Chamber of Commerce. For privacy, support, legal, billing, and refund questions, contact us at info@drophero.app.

This policy applies to the Drophero website, dashboard, Shopify app, and related services, unless a separate written agreement applies.

2. Shopify App Store billing

For Shopify App Store merchants, all paid app charges made available inside the Shopify app are processed through Shopify App Pricing or Shopify Billing, unless Shopify expressly permits another billing method. Shopify App Store merchants are not directed to Paddle or to any other external checkout flow for app charges.

Any paid plan, usage charge, trial, upgrade, downgrade, or cancellation shown inside the Shopify app to Shopify App Store merchants must be handled through the Shopify-approved billing flow.

If Drophero later offers the Shopify app or Shopify publishing functionality free of charge, no refund is due for those free Shopify app features because no Drophero app charge is collected for them. Any future paid features made available inside the Shopify app will be disclosed before they apply and handled through the Shopify-approved billing flow unless Shopify expressly permits another method.

Drophero does not store full payment card details for Shopify App Store merchants.

3. Free trial

If Drophero offers a free trial, the trial terms are shown in the Shopify billing approval screen, the Shopify app listing, or the Drophero dashboard before a paid plan begins.

During a free trial, merchants can test the available trial features without being charged until a paid Shopify app plan or paid usage charge is approved through the Shopify billing flow.

If a trial includes free drops, credits, or usage allowances, those allowances are provided only for trial testing and have no cash value.

4. Subscriptions and cancellation

Merchants may cancel a paid Shopify app subscription through the available Shopify app management or billing flow, or by contacting Drophero support at info@drophero.app if assistance is needed.

Cancellation stops future recurring charges where the Shopify billing flow allows cancellation. Access to paid features may continue until the end of the current billing period, unless the app, Shopify, or applicable law requires a different result.

Uninstalling the app may stop access to Drophero features and may trigger data deletion or anonymization processes described in our Privacy Policy.

5. Shopify product publishing

Publishing an approved product draft to Shopify is part of the Shopify app workflow. Shopify product publishing does not require Paddle, does not use any external checkout flow, and may be offered as a free Shopify app feature.

If Drophero offers paid AI generation, ad creation, workflow volume, drops, or credits inside the Shopify app, those paid features must be billed through Shopify App Pricing or Shopify Billing for Shopify App Store merchants, unless Shopify expressly permits another billing method.

6. Refund eligibility

Refund requests are reviewed case by case. Drophero may approve a refund when one of the following applies:

• A duplicate charge was caused by a Drophero or Shopify billing error.
• A paid app feature was unavailable because of a verified Drophero system issue and support could not reasonably resolve it.
• A merchant was charged after a cancellation that should have stopped future charges.
• A refund is required by applicable law.

Approving a refund does not create a continuing right to future refunds. Each refund request is reviewed based on the facts of that case.

7. Non-refundable items

Unless required by applicable law, the following are generally not refundable:

• Used drops, used credits, completed AI generations, completed product draft generations, or completed workflow actions.
• Services or outputs that were successfully delivered and made available for review, editing, export, or publishing.
• Meta, Facebook, Instagram, Shopify, advertising, or third-party platform charges that are not charged by Drophero.
• Losses caused by incorrect merchant input, unsupported URLs, unauthorized content sources, store configuration issues, ad account restrictions, or third-party platform errors outside Drophero control.
• Requests based only on a change of mind after a paid feature has been used.

8. Credits, drops, and usage allowances

Drops, credits, and usage allowances are feature allowances inside Drophero. They are not money, stored value, gift cards, or bank balances.

Used drops or credits are not refundable unless required by applicable law or unless Drophero confirms that a technical error caused the usage to fail without delivering the relevant output.

Unused drops or credits may expire or reset according to the plan terms shown in the Shopify billing flow, app listing, or Drophero dashboard.

9. Rights-safe sources and merchant responsibility

Drophero is designed for merchants to use their own product information, their own URLs, licensed sources, supplier-authorized sources, or dropshipping product sources they are authorized to sell.

Public ads, public pages, or third-party URLs may be used only as creative inspiration unless the merchant has permission to use the underlying product information or media.

Drophero may block or refuse refunds related to unauthorized use of third-party product text, images, videos, logos, trademarks, or protected brand assets.

10. How to request a refund

To request a refund, email info@drophero.app from the email address connected to your Drophero or Shopify store account.

Please include:

• Your store name or myshopify.com domain.
• The billing date or billing period.
• The charge amount, if visible in Shopify.
• A short explanation of the issue.
• Screenshots or error messages, if relevant.

Do not send passwords, card numbers, API keys, access tokens, private keys, or other secrets in a refund request.

We aim to review refund requests within 5 business days. Complex billing or platform issues may take longer if Shopify or another platform must complete processing.

11. Refund processing

For Shopify App Store merchants, approved refunds are processed through the Shopify-approved billing or app charge refund process where available. The timing, method, and appearance of the refund may depend on Shopify billing systems and the merchant billing status.

If a refund cannot be processed directly through the available Shopify flow, Drophero will explain the available next step by email.

Refunds are normally issued to the original billing method or as a billing credit where the Shopify billing system applies that method.

12. Third-party charges and advertising spend

Drophero does not refund charges made directly by third-party platforms. This includes advertising spend charged by Meta, Facebook, Instagram, Google, Shopify, payment providers, or other external services.

If a third-party platform charged you directly, you must request any refund from that platform according to its own refund policy.

13. Chargebacks

If a merchant opens a chargeback, dispute, or payment reversal, Drophero may pause refund handling while the dispute is reviewed through the relevant billing or payment process.

We encourage merchants to contact info@drophero.app first so we can review the issue quickly and provide the correct Shopify billing route where applicable.

14. Changes to this Refund Policy

We may update this Refund Policy from time to time. The latest version will be posted on the Drophero website or made available through the app.

Changes do not affect refund requests that were already approved before the updated policy became effective, unless required by law.

15. Contact

For refunds, billing support, privacy requests, or general support, contact Drophero at info@drophero.app.