SpecialShelf Refund and Cancellation Policy

Last updated: 15 October 2026

This policy covers payments for your SpecialShelf subscription. (Refunds your shop gives its customers are done in your Square account — SpecialShelf never moves your sales money.)

Free trial first

Every new store starts with a free trial (no card needed), so you can try SpecialShelf with your real orders before paying anything.

30-day money-back guarantee

• Your first subscription payment: if SpecialShelf isn't right for you, ask within 30 days of that payment and we'll refund it in full. No questions asked.
• Yearly plans: you can also ask for a full refund within 30 days of each yearly renewal payment.

Cancelling

• Cancel any time in Settings → Plan & billing → Payment method, invoices or cancel. No calls, no notice period.
• Your plan keeps working until the end of the period you've paid for; you won't be charged again.
• Outside the 30-day guarantee, we don't refund the rest of a period you've already started, except as below.

When we always refund

• You were charged twice or charged after cancelling: we refund the mistaken charge.
• We end the Service, or remove a paid feature in a way that materially reduces it (Terms §8.4, §9.4): we refund the unused part of any prepaid period, pro rata.
• A new sub-processor you object to (Terms / Sub-processors page): if you cancel for that reason, we refund the unused part of any prepaid period.
• Where the law requires a refund.

Changes to the number of locations

Turning locations on or off changes your subscription quantity. Paddle charges or credits the difference for the current period automatically ("proration"); credits are applied to your next bills rather than paid out.

How to ask

Our reseller Paddle (the merchant of record) processes all payments and refunds. Either:

• reply to your Paddle receipt or use the link in it, or visit paddle.net; or
• email us at support@agnosticai.co.za with your store name and the receipt number, and we'll arrange it with Paddle.

Approved refunds go back to the original payment method, normally within 5–10 business days (depending on your bank). Sales tax charged on a refunded payment is refunded with it.

After cancelling

Your store becomes read-only and you can still export everything. Your data is deleted 90 days after cancellation unless you subscribe again (Terms §8).