Refund & Cancellation
Subscription, trial, and refund policy
Effective date: August 25, 2026
This policy explains cancellation and refund treatment for Blackwall software subscriptions, trials, and separately invoiced professional services.
1. 14-day Premium trial
Eligible Premium subscriptions may begin with a 14-day free trial. Billing and trial administration depend on platform.
- Shopify edition: the trial and subsequent subscription are administered through Shopify Billing. Cancel through the available Shopify/Blackwall app billing controls before the trial ends if you do not want the paid subscription to begin.
- Direct/WooCommerce edition: Stripe may collect a payment method at signup. Cancel through the available Stripe customer billing portal before the trial ends if you do not want the first recurring Stripe-billed charge.
2. Subscription cancellation
Recurring subscriptions must be canceled through the billing channel used for that subscription. Shopify app subscriptions are managed through Shopify Billing and the Blackwall Shopify app. Direct and applicable WooCommerce subscriptions are managed through the Stripe-hosted customer portal or another method Blackwall provides.
Unless applicable law requires otherwise, cancellation generally stops future renewal and Premium remains available through any paid-through period reported by the applicable billing platform.
3. Monthly subscription charges
Monthly subscription charges are generally non-refundable once a new monthly billing period has begun, except where required by law or where Blackwall or the applicable billing platform determines that a refund is appropriate because of a duplicate charge, billing error, or other exceptional circumstance.
4. Annual subscription charges
Annual subscription charges are generally non-refundable once the annual billing period begins, except where required by law or where Blackwall or the applicable billing platform determines that a refund is appropriate because of a duplicate charge, billing error, or other exceptional circumstance. Canceling ordinarily stops renewal at the end of the paid term and does not create a prorated refund unless required or expressly approved.
5. Failed payments
A failed payment may be retried or require updated payment information through Shopify Billing, Stripe, or the applicable billing platform. During payment recovery, Blackwall may continue Premium entitlement for a limited grace period. If payment is not recovered, Premium access may expire or revert to the Free feature set.
6. Duplicate, incorrect, or unauthorized charges
If you believe a charge is duplicated, incorrect, or unauthorized, contact us promptly through the Blackwall Systems contact form. Shopify app-subscription billing issues may also be handled through Shopify's applicable billing/support processes. Stripe-billed payment disputes may be handled through Stripe Managed Payments and the applicable payment network procedures.
7. Professional services, setup, and consulting
Setup, implementation, development, consulting, migration, training, and other professional services may be invoiced separately. Refundability for those services depends on the applicable quote, proposal, statement of work, invoice, or written agreement.
Unless otherwise stated in writing, payments for work already performed, committed third-party costs, or custom deliverables already produced are non-refundable. If Blackwall cancels an engagement before delivering paid work, any treatment of unused prepaid amounts will be determined based on the applicable written scope and work completed.
8. Billing-platform rules
Shopify app subscriptions are processed through Shopify Billing and are subject to Shopify's applicable billing and refund rules. Where Stripe or a Stripe affiliate acts as merchant of record for a direct/non-Shopify transaction, Stripe's transaction, refund, tax, dispute, and payment policies may also apply. Nothing in this policy limits rights that cannot legally be waived.
9. Requesting a refund
To request review of a charge, use the contact form and include the billing email address, product, approximate transaction date, and a brief explanation. Do not send full card numbers or card security codes.