Refund Policy (ShopHost)

Effective Date: 15-09-2026
Company: ShopHost (“ShopHost”, “we”, “us”, “our”)

This Refund Policy explains the circumstances under which ShopHost provides refunds for purchases made on the ShopHost platform.

1. No Refund Policy (Plan Purchase / Upgrade)

ShopHost provides access to a digital platform and related digital services. Therefore, all ShopHost plan purchases and upgrades are generally non-refundable and non-cancellable once the payment has been successfully completed and the plan or service has been activated.

This applies regardless of:

  • Change of mind after purchase
  • Incorrect plan selection by the merchant
  • Lack of usage after purchase
  • Business closure or discontinuation by the merchant
  • Failure to use some or all available platform features

2. No Free Plan

ShopHost does not currently provide a Free Plan. Merchants are required to select and purchase an available paid plan to access the applicable ShopHost services and features.

3. Shiprocket and Shipping Charges

ShopHost does not operate or maintain its own shipping wallet or shipping service. Merchants who choose to use the Shiprocket integration are responsible for their own Shiprocket account, wallet balance, shipping charges, and other applicable fees.

Any refund, reversal, adjustment, or dispute relating to Shiprocket charges, shipping services, shipments, courier charges, or the merchant's Shiprocket account will be governed by the applicable Shiprocket and courier partner policies.

ShopHost does not guarantee refunds for shipping charges or courier services.

4. Payment Errors and Technical Issues

If a payment is successfully deducted from the merchant's bank account or payment method but the corresponding ShopHost plan is not activated due to a technical issue, the merchant may contact ShopHost support.

ShopHost will investigate the transaction and, where appropriate, either activate the applicable service or process a refund in accordance with the circumstances of the failed transaction.

To raise such a request, the merchant may be required to provide:

  • Payment gateway reference or transaction ID
  • Amount paid
  • Date and time of payment
  • Registered store or account details

5. Duplicate Payments

If a merchant is charged more than once for the same ShopHost plan or transaction due to a technical or payment-processing error, the merchant may contact ShopHost support with the relevant transaction details.

After verification, any confirmed duplicate payment may be refunded to the original payment method, subject to applicable payment gateway processing timelines.

6. Chargebacks and Payment Disputes

If a merchant raises a payment chargeback or dispute with their bank or payment provider, ShopHost reserves the right to review and respond to the dispute.

  • ShopHost may temporarily suspend or restrict the merchant's account while a payment dispute is being investigated.
  • If a chargeback is determined to be invalid, ShopHost may restrict platform access and recover associated costs to the extent permitted by applicable law.

7. Refund Processing

Where a refund is approved by ShopHost, the refund will generally be processed to the original payment method used for the transaction.

The time required for the refund to appear in the merchant's account may depend on the payment gateway, bank, card issuer, or other financial institution.

8. Contact and Support

For payment or refund-related issues, merchants may create a support ticket through the ShopHost admin panel or use the available ShopHost support channels.

Typical ticket response time: 2–3 working days.

9. Policy Updates

ShopHost may update this Refund Policy from time to time. Any changes will be published with a revised Effective Date.