1. Seller and payment processor
Uplup Inc. (operator of Rekomi) sells the Rekomi subscription products directly to customers. For subscriptions bought at rekomi.com, Stripe, Inc. (“Stripe”) processes payments on its behalf. If you installed Rekomi through the Shopify App Store, the Wix App Market or the BigCommerce App Marketplace, that platform is the biller of record for your subscription, and any refund for it is processed through that platform rather than Stripe. This policy describes how refunds work for Rekomi subscriptions on all four.
2. Transactions are non-refundable
All Rekomi subscription transactions are non-refundable and non-exchangeable, except where required by applicable consumer protection law or as expressly set out below.
3. Discretionary refunds within 14 days
Rekomi may issue a refund on a discretionary basis within 14 days of your transaction date if you contact support and provide a reasonable basis for the request. Refunds may be granted for products that are not as described, faulty, or not fit for purpose.
4. Statutory cooling-off rights
Customers in certain regions have statutory rights to cancel that apply regardless of the default non-refundable policy above. These rights are honored in full:
- EU/EEA, Switzerland, United Kingdom, Turkey, and Israel: 14-day statutory right to withdraw from a purchase.
- Brazil, Canada, China, and South Korea: 7-day unconditional right to cancel.
- Singapore: 5-day unconditional right to cancel.
These rights typically apply to your initial purchase and may be reduced or unavailable once you have started using the product, as permitted by applicable law.
5. Cancelling a subscription
You can cancel a Rekomi subscription at any time through your account (for a subscription billed through Shopify, Wix or BigCommerce, by uninstalling the Rekomi app from that platform). Cancellation stops future renewal charges and takes effect at the end of your current billing period. Cancellation does not produce a refund for the current billing period; your access to Rekomi continues through the end of the period you have already paid for. Subscriptions started on rekomi.com begin with a 14-day free trial: if you cancel before the trial ends you are not charged at all, and no refund is needed.
6. How to request a refund
To request a refund, email support@rekomi.com from the email address on your Rekomi account. Include your invoice number and a one-line note describing the reason for the request.
We will respond within 2 business days. Approved refunds for subscriptions bought at rekomi.com are issued through Stripe to your original payment method and typically appear within 5 to 10 business days, depending on your card issuer or bank. Approved refunds for subscriptions billed through Shopify, Wix or BigCommerce are issued through that platform to the payment method it has on file, on that platform’s timeline.
7. Chargebacks
Please contact us before filing a credit card chargeback. We will work with you to resolve any legitimate billing issue directly and faster than a chargeback can be completed. Accounts with unresolved chargebacks may be suspended until the dispute is closed.
8. Affiliate payouts are not subject to this policy
Affiliate commissions and payouts that Rekomi facilitates between brands and their affiliates are separate from Rekomi’s own subscription fees. Affiliate payouts are governed by the agreement between the brand and the affiliate, not by this Refund Policy. Rekomi does not refund affiliate payouts that have already been disbursed. If a conversion is refunded or reversed before its commission is paid out, the related commission is reversed and the platform fee that would have applied to that payout is reversed or adjusted accordingly, consistent with how reversed commissions are handled; once a payout has been disbursed, neither the payout nor the platform fee on it is recoverable through this policy.
9. Creator deals and escrow
Funds a brand places in escrow for a creator deal are governed by Section 11 of the Terms of Service, not by the subscription rules above. A brand can cancel a deal at no cost before funding it. After funding, a refund arises only from a dispute resolution or a support-handled cancellation under that section; any refund is returned to the original payment method, subject to processor settlement timelines, and Rekomi’s deal service fee is not refunded.
10. Currency and taxes
All Rekomi subscriptions are billed in USD. Refunds are issued in USD to the original payment method (for subscriptions billed through Shopify, Wix or BigCommerce, through that platform); your bank or card issuer may apply exchange-rate differences if your account is denominated in another currency, and Rekomi is not responsible for those differences. Where Rekomi collects sales tax, VAT, or GST on a subscription, the tax portion is refunded proportionally with any approved refund.
11. Changes to this policy
We may update this Refund Policy from time to time. Material changes will be announced to existing customers by email. The version in effect for any given charge is the version published at the time the charge was made.
Contact
Refund questions: support@rekomi.com.