Refund Policy

1. Before we start work

If you cancel after payment but before we begin building your store, chatbot, or CRM (i.e. before we have requested or received your products, branding, or access), you are entitled to a full refund. Contact hello@OpenX24.com to request this.

2. Once work has begun

Once we have started building your project — including design, theme setup, product loading, or integration work — payments become non-refundable, as they cover work already performed. This applies even if you later decide not to continue.

3. Delays caused by missing information

Delivery timeframes on our Pricing page assume we receive everything needed from you (products, branding assets, store access) promptly. Delays caused by missing or late information from your side do not entitle you to a refund, as they do not reflect delays on our part.

4. Run subscriptions

Run plans (Core, Pro and Scale) are billed in advance and are non-refundable for the period already paid. You can cancel future billing at any time by emailing hello@OpenX24.com; service continues to the close of the period already paid for, and we will export your CRM data to CSV free of charge on request for 60 days afterwards.

Annual plans are non-refundable once the year has begun, except where required by law. If you need to stop mid-year, contact us — we will normally offer the remaining months as account credit rather than a refund.

Included change-work hours expire monthly and have no cash value; unused hours are not refundable or transferable.

4a. Free build offer

Where your store build fee was waived because you subscribed to a Run plan (see Terms of Service, clause 4b), cancelling before the end of the six-period minimum term makes the waived build fee immediately payable. This is a charge, not a refund matter, and the amount is stated on your order confirmation.

5. No guarantee of business results

Refunds are based on whether work was delivered as described in your plan — not on your store's sales, traffic, or business performance after delivery, which depend on factors outside our control. See our Terms of Service, Section 7.

6. How to request a refund

Email hello@OpenX24.com with your order details and the reason for your request. Eligible refunds are processed back to your original Stripe payment method, typically within 5–10 business days.

7. Contact

Questions about this policy can be sent to hello@OpenX24.com.