Refund Policy

1. Introduction & Overview

Thank you for choosing StoreKoo ("StoreKoo", "we", "us", or "our"). StoreKoo is a Software-as-a-Service (SaaS) e-commerce platform that equips entrepreneurs, small businesses, and brands across Bangladesh with modern tools to build, manage, and scale their independent online stores.

This Refund Policy outlines the terms and conditions governing refunds for StoreKoo's digital software subscriptions, platform add-ons, and technical services. It also explicitly clarifies the relationship and responsibilities between StoreKoo, independent merchants operating on the platform, and consumers who purchase products from merchant-operated storefronts.

By signing up for StoreKoo, subscribing to a paid tier, or using our software services, you acknowledge and agree to the policies described herein.

2. StoreKoo SaaS Subscriptions (For Merchants)

Starter (Free Forever Plan)

StoreKoo offers a generous Starter plan that is completely free of charge, requires no credit card, and carries 0% platform sales commission. Because no subscription payments are collected for this plan, refund requests do not apply.

7-Day Money-Back Guarantee (First-Time Paid Upgrades)

We want you to feel confident when upgrading your business. If you subscribe to a paid plan (such as Pro Growth) for the very first time and determine that StoreKoo does not satisfy your operational requirements, you are eligible to request a refund of your platform subscription fee within seven (7) calendar days of the initial upgrade transaction.

Note: The 7-day guarantee applies only to first-time paid subscriptions per merchant organization or individual and does not apply to subsequent renewal cycles. As detailed below, third-party MFS transaction fees and government VAT/taxes are non-refundable.

Recurring Renewals & Cancellations

Paid subscriptions renew automatically at the end of each billing cycle (monthly or annually) unless explicitly cancelled before the renewal date. You may cancel your subscription at any time directly from your StoreKoo dashboard:

• Immediate Cancellation of Renewals: Cancelling your plan halts all future automated billing immediately without any penalty or hidden cancellation fee.
• Active Access Until Period Ends: Your paid features (such as custom domain connections, unlimited catalogs, and advanced courier automation) will remain active throughout the remainder of your paid billing period.
• No Mid-Cycle Partial Refunds: Once the initial 7-day money-back guarantee window has passed, StoreKoo does not provide prorated or partial refunds for unused portions of monthly or annual subscription terms.

3. Non-Refundable Services & Add-Ons

Certain digital products, external licenses, and technical costs incurred on your behalf are strictly non-refundable once initiated:

• Custom Domain Registrations & Renewals: Domain registration and renewal fees paid to ICANN or top-level domain registries (.com, .net, .store, etc.) are processed immediately and are strictly irreversible under global registry policies.
• One-Time Setup & Onboarding Services: Any dedicated custom development, graphic design, theme customization, or managed onboarding services are non-refundable once the work has commenced or been delivered.
• Mobile Financial Service (MFS) & Payment Gateway Fees: Transaction and processing fees charged by Mobile Financial Services (such as bKash, Nagad, or Rocket) or third-party card processors are retained by the respective financial institutions and are strictly non-refundable.
• Government Taxes & VAT (Value Added Tax): Statutory VAT or government taxes collected at the time of purchase are remitted directly to the government treasury in accordance with the laws of Bangladesh and cannot be refunded.
• Accounts Suspended for Policy Violations: In cases where an account is suspended or permanently terminated due to unlawful conduct, fraudulent operations, or a breach of our Terms & Conditions, all rights to refunds are forfeited.

4. Purchases on Merchant Stores (0% Commission & End-Shoppers)

A cornerstone of StoreKoo's business model is our 0% Sales Commission structure:

Therefore, product exchanges, delivery delays, cancellations, and product refunds are handled as follows:

• Merchant Responsibility: The individual merchant is the merchant of record and bears sole responsibility for fulfilling orders, managing stock, and honoring their own store return and refund policies.
• StoreKoo Cannot Issue Product Refunds: Because customer payments never pass through StoreKoo bank accounts or wallets, StoreKoo cannot reverse payment transactions, debit merchant accounts, or physically accept returned parcels on behalf of a store.
• How to Resolve Store Purchase Issues: Customers seeking a return or refund must contact the store owner directly via the phone number, email address, or social channels listed on the respective store's website or invoice.
• Merchant Fraud & Zero Tolerance: While StoreKoo cannot issue product refunds, we enforce strict zero-tolerance policies against fraud, scams, or unlawful commerce in Bangladesh. If you believe a merchant using StoreKoo is operating fraudulently, please report the store to [email protected]. We investigate all credible reports and immediately suspend non-compliant merchant accounts.

5. Technical Billing Errors & Duplicate Charges

If you believe you were charged incorrectly due to a technical glitch, network timeout, or accidental duplicate payment processing during a subscription upgrade:

• Please notify us immediately at [email protected] with your transaction details.
• Once verified by our finance team, verified duplicate or erroneous charges will be refunded in full (100%) without any administrative deduction.

6. How to Request a Refund (For Platform Subscribers)

Eligible merchants requesting a refund under our 7-day guarantee or due to a verified billing discrepancy should submit a request through the following process:

1. Send an Email: Contact our support department at [email protected] with the subject line "Refund Request - [Your Store Name / Subdomain]".
2. Provide Transaction Details: Include your registered account email, your store subdomain (e.g. yourstore.storekoo.com), the transaction date, the payment reference/invoice number, and a brief explanation of why the platform did not fit your needs.
3. Review & Processing: Our team will review your request within 48 business hours.
4. Disbursement: Approved refunds will be returned via the original payment channel (bKash, Nagad, or payment card) within 5 to 10 business days, depending on bank and financial gateway clearance timelines in Bangladesh. Please note that approved refund payouts represent the net refundable subscription fee, excluding non-refundable third-party MFS processing charges and statutory government VAT already remitted.

7. Chargebacks & Dispute Prevention

We encourage all merchants to communicate directly with our customer support team prior to initiating a dispute or chargeback with their bank or mobile financial service (MFS) provider.

Uncoordinated chargebacks often trigger automated account holds and security locks by payment gateways, which may temporarily suspend your store's access. We are dedicated to fair, rapid, and amicable resolutions for all genuine refund inquiries.

8. Policy Modifications & Contact Information

StoreKoo reserves the right to amend, update, or revise this Refund Policy at any time. Any changes will become effective immediately upon posting to this page, with the "Last updated" date revised at the top. We recommend periodically reviewing this page to remain informed of our terms.

If you have questions regarding this Refund Policy, subscription billing, or platform terms, please reach out to our team: