Refund Policy

Overview

The help1 Shopify app is free to install and use - there is nothing to refund for the app itself. This Refund Policy applies only to paid expert chat sessions purchased through help1 at $39 USD per session.

We want every merchant who buys a session to feel it was worth it. If something goes wrong, we will make it right. This page explains exactly when refunds are granted, how to request one, and what to expect.

Refund Window

Refund requests for paid expert chat sessions must be submitted within 30 days of the original purchase date. Requests received after 30 days will not be considered except where applicable consumer protection law requires otherwise.

Eligibility

The outcome of a refund request depends on what happened with the session:

• Before a session begins: full refund, no questions asked. If you purchased a session but have not yet started chatting with an expert, you can cancel and get a full refund at any time.
• Agent no-show or wait longer than 10 minutes: full refund. If no expert joins your session, or if you wait longer than 10 minutes after starting the session for an expert to respond, you are entitled to a full refund.
• Session completed but issue not resolved: reviewed case by case. If the expert worked with you for the full session but the underlying issue was not resolved, we will review the chat transcript and may issue a partial or full refund at our discretion. We do not guarantee a fix for every issue, but we do guarantee that you get real expert effort.
• Session completed and issue resolved: no refund. Once a session is delivered and the issue is resolved, the session is non-refundable.

How to Request a Refund

To request a refund, send an email to hello@help1.io with:

• The email address used to purchase the session
• The approximate date and time of the session
• The Paddle order or receipt number, if you have it
• A short description of what happened and why you are requesting a refund

You do not need to fill out a form or call a phone number. A plain email is enough.

Processing

• We aim to acknowledge every refund request within 1 business day and to issue a decision within 3 business days.
• Approved refunds are processed through Paddle.com Market Limited, our Merchant of Record, back to the original payment method.
• Once Paddle processes the refund, funds typically arrive in your account within 5 to 10 business days, depending on your bank or card issuer.
• You will receive an email confirmation from Paddle when the refund is issued.

Free Sessions

Every merchant is entitled to one free 15-minute expert session. Free sessions involve no payment and therefore have no refund. If a free session does not go well, please email hello@help1.io and we will make it right - typically by offering a follow-up free session with a different expert.

Chargebacks

If you believe you are entitled to a refund, please email us first. Filing a chargeback with your bank or card issuer before contacting us delays the resolution and can result in your help1 account being suspended while the dispute is investigated. We will always work with you in good faith to resolve refund requests directly.

Changes to This Policy

We may update this Refund Policy from time to time. If we make material changes, we will update the "Last updated" date at the top of this page. The policy in effect at the time of your purchase is the one that applies to that purchase.

Contact

Questions about refunds or this policy? Email hello@help1.io.