When Can I Get a Refund?
If you believe you were charged incorrectly, were billed unexpectedly, or experienced a major issue with your Kaching account, you can request a refund from our team. Please note that refund requests are reviewed carefully and must meet our policy criteria.
When You Can Request a Refund
Refunds may be considered in the following situations:
• You uninstalled the app mid-billing cycle and were charged for the full period
• You believe there is a billing error
• A major issue occurred in your Kaching account that caused data loss or serious interruption to app functionality
• Your refund request is made within 7 days of the charge
When Refunds Cannot Be Granted
Since Kaching includes a 14-day free plan with access to core features, we are not able to provide a refund in these situations:
• You changed your mind about the app
• You do not have sufficient expertise to use the app
• You are requesting a goodwill refund
• You are asking for refunds for previous months
• Technical issues that were resolved in a reasonable timeframe
A refund request can be accepted only when a major problem has happened to your Kaching account, creating data loss or serious disturbance to app functionality.
The refund request must be issued within 7 days from the date you purchased it.
⚠️ If you experience an issue, please do not uninstall the app. We can only investigate and restore data while the app is still installed. Once uninstalled, we are unable to help.
How To Ask For A Refund
Step 1: Verify that your case complies with our Refund Policy
Step 2: Contact us via Live Chat in the Kaching app
Step 3: Provide your billing details
We will need:
• Your store URL
• The billing amount in question
• The date of the charge (from your Shopify invoice)
• A short explanation of the issue
• Your billing receipt for the relevant cycle
• Confirmation that your payment method is active, since refunds are processed to the original payment method
Step 4: Kaching team reviews and processes your request
We may reach out if we need any additional details. Once we have everything required, our team will carefully review your case and move forward with the next steps.
Refund Processing
If your request is approved:
Case 1: The billing cycle has already been paid
• We will issue the refund to your original payment method.
Case 2: The billing cycle has not been paid yet
You can choose one of the following:
• Wait for the charge to process, then receive a refund
• Receive app credit for future use
(App credits act as a refund because the upcoming charge will be fully covered by them.)
Refund Processing Timeline
Refunds typically take 3–7 business days to appear in your account, depending on your bank or payment provider. Some banks process refunds faster, while others may take the full time.
If you do not see the refund after 7 business days, please check with your bank, as processing times may vary.
💡 Issuing a refund will automatically cancel your active Kaching subscription. You can reinstall the app and start a new subscription at any time.
FAQ
How can I request a refund?
Ensure your case meets our policy criteria, then contact us through Live Chat or email. Provide your billing details, and our team will review your request.
Can I get a partial refund?
Partial refunds are evaluated individually and only provided if there was a major service disruption affecting part of your billing cycle.
What if I’m not satisfied with the app?
We recommend trying the free plan to confirm the app meets your needs. If you're on a paid plan and unhappy with the results, contact our support team. We’re here to help you get value from Kaching. However, dissatisfaction alone may not qualify for a refund.
How do I contact support?
• Live Chat inside the Kaching app
• Email: [email protected]