Refund Policy

1. What this policy covers

This policy explains how Chargetower Defense Ltd (“Chargetower”, “we”) charges for its services and when a fee is refunded. It applies to every merchant account, whether the account was created on our website, through the Chargetower app on the Shopify App Store, or by our team.

It covers our own fees only. Refunds that a merchant issues to its shoppers, including refunds made through the Chargetower app, are the merchant’s own refunds and are governed by the merchant’s policies, not by this one.

2. How we charge

Chargetower is a usage-based service. The fees are:

• Alert fees. A fee per dispute or fraud alert delivered to the account, at the rate per alert source shown in the merchant portal or agreed in writing. The fee is earned when the alert is delivered, because that is when the service is performed: the merchant can act on the alert from that moment.
• Other services. Fees for additional services, such as identity verification or chargeback representment, as agreed in writing before the service starts.

Fees are collected in one of two ways. Merchants who installed the app from the Shopify App Store are charged through their Shopify account as usage charges on the app’s subscription, and Shopify bills them with the store’s regular Shopify invoice. All other merchants receive an invoice from us monthly in arrears, payable by card or bank transfer within the term stated on the invoice. There is no setup fee and no minimum term.

3. When a fee is refunded

Because an alert fee is earned when the alert is delivered, alerts that were delivered correctly are not refundable, whether or not the merchant acted on them. We do refund or credit a fee when the service was not delivered as it should have been:

• the same alert was charged more than once;
• an alert was delivered for a card descriptor that does not belong to the merchant, or after the merchant had asked us in writing to stop a descriptor;
• an alert could not be acted on because of a fault on our side, for example when it reached the merchant after the time window in which it could be used;
• an amount was charged that does not match the rates shown in the portal or agreed in writing.

Where a fee is charged by mistake for any other reason, we refund it as well. Where we are in doubt, we decide in the merchant’s favour.

4. How to ask for a refund

Write to support@chargetower.io within 60 days of the invoice date or, for Shopify-billed merchants, of the date the usage charge appears on the Shopify invoice. Please name the alert identifiers or invoice lines concerned; every alert shows its identifier in the merchant portal.

We answer within 5 business days. An approved refund is made within 10 business days of our answer:

• a fee paid by card is returned to the card it was paid from;
• a fee paid by bank transfer is returned to the paying account, or, if the merchant prefers, credited against the next invoice;
• a usage charge billed through Shopify is credited back through Shopify’s billing, so it appears on the store’s Shopify account.

5. Cancellation

A merchant can stop using the service at any time: by closing the account in the portal, by asking us in writing, or, for App Store merchants, by uninstalling the app. There is no cancellation fee. Fees for alerts delivered before the cancellation remain payable, and nothing is charged for alerts after it. There is no prepaid period, so there is nothing to refund on cancellation.

6. Questions and disputes about a charge

If a charge looks wrong, please contact us before disputing it with your bank or card issuer; most questions are settled within a day. We keep the record of every alert delivered to an account, with its time of delivery, and we share it on request.

7. Changes to this policy

We may update this policy from time to time. The date at the top shows the current version. A change applies to fees charged after it is published; a refund request about an earlier charge is handled under the policy that was in force when the charge was made.

8. Contact