Refund Policy

Last updated: July 7, 2026

This Refund Policy explains when and how you may request a refund for fees paid to Shop1 ("we", "us", or "our") for the Shop1 dealership management platform (the "Service"). This policy is incorporated into and should be read alongside our Terms of Use.

1. Free Trial

Every new dealership begins with a free trial period. During the trial, you are not charged for the Service and no refund is required. You may cancel your account at any time during the trial with no obligation.

If you do not add a payment method or activate a paid subscription before your trial expires, your access to the Service will be suspended automatically. No charge is made in this scenario.

2. Subscription Fees

Subscription fees for the Service are billed in advance on your subscription's renewal date (either monthly or annually, depending on your plan). All subscription fees are non-refundable except in the specific circumstances described in this policy.

When you cancel a paid subscription, your access remains active through the end of the current billing period. We do not pro-rate refunds for the unused portion of a billing period.

3. When a Refund May Be Issued

We will issue a refund in the following circumstances:

  • Duplicate or erroneous charges. If you were charged more than once for the same billing period, or if a charge was made in error due to a system fault on our side, we will refund the duplicate or erroneous amount.
  • Billing dispute we determine in your favor. If you contact us within 14 days of a charge with a good-faith dispute and we agree the charge was incorrect, we will refund the disputed amount.
  • Prolonged unplanned outage. If the Service is unavailable for more than 72 consecutive hours due to a failure on our infrastructure (not caused by scheduled maintenance, third-party integrations, your own configuration, or force majeure), we will issue a service credit or partial refund proportional to the outage.
  • As required by law. Where applicable law grants you a right to a refund we cannot lawfully deny, we will honor that right.

4. When a Refund Is Not Available

We do not issue refunds for:

  • Fees paid for a billing period that has already elapsed, regardless of how much of the Service you used
  • Cancellations made after your subscription renews (your access continues through the end of that period; the next period simply won't be charged)
  • Reduction in features caused by third-party integrations we do not control (eBay, QuickBooks, RingCentral, Telnyx, Stripe, DigitalOcean, Cloudflare, and similar providers)
  • Data-import mistakes or unintended actions taken from within your account by users you authorized
  • Downgrading a subscription tier mid-cycle (the reduced rate takes effect at the next renewal)
  • Add-on fees (such as SMS credits) that have already been consumed
  • Setup fees or one-time onboarding fees, once services associated with them have been performed

5. Payment Failures and Grace Period

If your subscription renewal charge fails (declined card, expired card, insufficient funds, or similar), we do not treat that as a refund event because no charge cleared. Your account enters a 5-day grace period during which the Service remains active and you may update your payment method or retry the charge from the billing settings page.

If the grace period expires without a successful payment, your account is suspended until payment is received. You may add a valid payment method at any time to reactivate immediately; access is restored the moment payment clears.

6. How to Request a Refund

To request a refund, contact us at [email protected] from the email address on file for your Shop1 account. Please include:

  • Your business name and the email address associated with your Shop1 account
  • The date and amount of the charge you are disputing
  • A brief explanation of the reason for the request
  • Any supporting information (invoice ID, screenshot of the charge, etc.)

We will respond within five business days. If we approve the refund, funds are returned to the original payment method. Depending on your bank or card issuer, the refund typically appears within 5-10 business days after we issue it.

7. Chargebacks

Please contact us before filing a chargeback with your bank or card issuer. Most disputes can be resolved directly and quickly. Chargebacks filed without first contacting us may result in your account being suspended pending resolution, and repeated chargebacks may result in permanent termination.

8. Data Access After Cancellation

Cancellation does not delete your data immediately. You retain read-only access to export your business data (customers, work orders, invoices, parts, units) for 30 days after cancellation. See Section 12 of our Terms of Use for the full data-retention timeline.

9. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated to active subscribers by email or by an in-app notice. Changes take effect on the date noted above and apply to charges made on or after that date; charges made before an update remain governed by the policy in effect at the time.

10. Contact

Questions about this Refund Policy? Contact us at [email protected] or through our contact page.