Refund Policy

Overview

This Refund Policy applies to all subscriptions and à-la-carte services purchased from The Retailer HQ, whether through the checkout links on our Pricing page or a custom agreement. It forms part of our Terms of Service.

Unlike a software product, our service is labor performed daily by dedicated human operators — price book updates, reconciliation, invoice entry, surveillance review, and related back-office work inside your systems. Once a billing period starts, that work is scheduled and performed regardless of how often you check in, which is why our refund terms are structured around cancellation notice rather than money-back windows.

No-Refund Policy

Except as described in the Billing-Error Exceptions section below, all fees are non-refundable once a billing period has begun. This includes:

• Partially used billing periods — cancelling mid-month does not entitle you to a prorated refund for the remainder of the month.
• Periods in which you chose not to use or engage with the service while it remained active and staffed.
• Fees billed during the 30-day cancellation notice period.
• Billing periods charged because cancellation notice was not given before the renewal date.

Before you ever pay us, we offer a free operational audit and consultation with no commitment — we encourage you to use it to make sure our service is the right fit before subscribing.

Billing-Error Exceptions

We will always issue a full refund for charges that should not have happened, including:

• Duplicate charges — you were billed more than once for the same billing period or service.
• Incorrect amounts — you were charged a higher rate than your plan or agreement specifies (we refund the difference, or the full charge if it should not have occurred at all).
• Charges after confirmed cancellation — you were billed for a period after your cancellation, made with proper notice, had taken effect.

Please report suspected billing errors within 30 days of the charge so we can investigate and correct them quickly. Reports made later will still be reviewed in good faith.

Cancellation & Notice

You can cancel your subscription at any time — there is no long-term contract. Cancellation requires written notice at least 30 days in advance, sent to contact@theretailerhq.com (or by WhatsApp message, confirmed by us in writing).

• Your service continues as normal through the notice period, during which we complete open work and hand your back-office over in an orderly state.
• Any billing cycle that renews during the notice period is charged as normal and is non-refundable.
• If you stop using the service without giving notice, billing continues and those charges are not refundable. Cancellation takes effect only from written notice, not from inactivity.
• We will confirm your cancellation and final billing date in writing within 2 business days of receiving your notice.

How to Request a Refund

To request a refund under the exceptions above, email contact@theretailerhq.com with:

• Your business name and the email address on the account.
• The date and amount of the charge in question.
• A brief description of the issue (duplicate charge, wrong amount, charge after cancellation).

We review every request and respond within 5 business days.

Refund Processing

Approved refunds are issued to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer. We do not issue refunds in cash or to a different payment method.

Contact Us

Questions about billing, cancellation, or this policy:

• Email: contact@theretailerhq.com
• Phone: +1 (346) 698-4935
• WhatsApp: wa.me/13466984935