At Shoptsy Europe, we aim to provide a seamless e-commerce experience for our Sellers. This Refund and Cancellation Policy explains the conditions under which cancellations, refunds, and account terminations are processed.
By using Shoptsy’s services, you agree to this Refund and Cancellation Policy. If you have any questions, please contact us at support@shoptsy.eu
- 1. General Policy
- Shoptsy does not charge for store creation, hosting, or maintenance.
- Only email and SMS services are chargeable on a prepaid, pay-as-you-go basis.
- Since these services are usage-based, no refunds are applicable once an SMS or email credit has been purchased and used.
- 2. Cancellation Policy
-
2.1. Voluntary Cancellation by Seller
Sellers may close their Shoptsy account at any time by submitting a request to
support@shoptsy.eu .
Upon account closure:
- The store will be deactivated immediately, and customers will no longer have access.
- Any remaining prepaid SMS/email credits will remain available for use until exhaustion.
- Seller data will be retained for 60 days, after which it will be permanently deleted unless legally required for compliance (e.g., VAT and tax records under EU regulations).
-
2.2. Cancellation of SMS/Email Services
Sellers can stop using Shoptsy’s SMS and email services at any time.
There is no obligation to continue purchasing SMS/email credits, and unused credits will remain valid in the Seller’s account.
-
2.3. Cancellation by Shoptsy
Shoptsy reserves the right to cancel or suspend a Seller’s account under the following circumstances:
- Violation of Shoptsy’s Terms & Conditions (e.g., fraudulent activity, spamming).
- Failure to comply with EU consumer laws, GDPR, or other legal requirements.
- Misuse of Shoptsy’s SMS/email services (e.g., spamming, unauthorized marketing, or phishing attempts).
In such cases, Shoptsy may:
- Suspend or terminate the Seller’s account without prior notice.
- Forfeit any unused SMS/email credits if violations are found.
- 3. Refund Policy
-
3.1. No Refunds on SMS/Email Credit Purchases
Since Shoptsy operates on a prepaid model, once an SMS/email credit has been purchased, it cannot be refunded, whether used or unused.
No refunds will be issued for:
- Partially used or unused SMS/email credits.
- Account cancellations initiated by the Seller.
- Non-usage of services after purchasing credits.
- Suspension or termination due to policy violations.
-
3.2. Refunds Due to Technical Errors
In rare cases where a technical issue prevents the proper delivery of purchased SMS/email services, Sellers may request a refund or adjustment.
- Requests must be submitted to support@shoptsy.eu within 7 days of the issue.
- Refunds will be granted only if the issue is verified and confirmed as a system failure by Shoptsy.
- Refunds, if approved, will be processed via the original payment method within 10 business days.
- 4. EU Consumer Rights and Refund Policy Compliance
-
4.1. Right to Withdrawal Under EU Law
Under the EU Consumer Rights Directive (2011/83/EU), consumers generally have a 14-day right to withdraw from purchases. However, as Shoptsy provides digital services (SMS/email credits) that are consumed upon activation, this right does not apply once usage has begun.
Sellers acknowledge that:
- By purchasing SMS/email credits, they expressly waive the 14-day withdrawal right once credits are used.
- If credits remain unused, Sellers may request a refund within 14 days of purchase, provided that no part of the balance has been utilized.
-
4.2 Compliance with GDPR and Data Retention
- Shoptsy retains Seller data for 60 days after account cancellation in compliance with GDPR and EU tax laws.
- Sellers have the right to request data deletion post-cancellation, except where retention is legally required.
- 5. Chargeback and Dispute Resolution
- If a Seller initiates a chargeback with their payment provider, Shoptsy reserves the right to suspend or terminate the account until the dispute is resolved.
- Chargebacks without valid reason will be considered a violation of Shoptsy’s policies and may result in legal action.
- Sellers are encouraged to contact Shoptsy first to resolve any payment-related disputes before initiating a chargeback.
- 6. Contact for Refund and Cancellation Requests
For any questions or concerns related to refunds and cancellations, please reach out to:
Address: Block A, 15/F Hillier Commercial Building, 65-67 Bonham Strand East, Sheung Wan, Hong Kong
- Acknowledgment and Agreement
By using Shoptsy’s services, you acknowledge that you have read and understood this Refund and Cancellation Policy and agree to its terms.