Refund policy

1.Orders from stores

The merchant is the seller in every store on Nouq, and each store has its own returns and refund policy. If you bought from a store, contact the merchant directly.

2.Cancelling a subscription

You can cancel Pro any time from the Subscription page in your dashboard. Its features stay until the paid period ends, then your store moves to the Free plan and nothing renews. Your store and its data stay yours.

3.When we refund

We refund in full, or by the amount of the error, when:

• You paid the same amount twice.
• You were charged the wrong amount, or charged a renewal after your cancellation took effect.
• You paid and the plan, template or app wasn't activated, and we couldn't fix it.
• A fault on our side kept you from using what you paid for, and we didn't fix it.

4.What isn't refunded

• The rest of a period that has started, monthly or yearly, when you cancel.
• Order fees for orders already placed.
• Premium and designer templates once they're available in your account, unless they have a fault we don't fix.

5.How to ask for a refund

Email support@nouq.net within 30 days of paying, with your store's name, the receipt or invoice number and the reason. We reply within 5 working days.

If approved, we return the amount in the currency you paid in, by the same method where possible, within 14 working days. Your bank or payment provider may take longer to show it.