Refund & Cancellation Policy

This Refund and Cancellation Policy outlines the conditions under which Softrover Inc. / Turtle processes payments, subscription cancellations, and refund requests for software licenses and platform services provided to registered merchants.

We aim to be completely transparent with our pricing, offering free starter tiers so merchants can explore storefront capabilities before upgrading to paid plans.

Turtle software services (including custom domains, pro themes, advanced inventory counters, and premium WhatsApp webhook routing) are billed in advance on a recurring monthly or annual basis.

• Standard Policy: Paid subscription fees are non-refundable once the billing cycle begins. We do not provide prorated refunds for mid-cycle cancellations or unused bandwidth.
• Billing Receipts: Official invoices and tax receipts are automatically generated and available inside your Merchant Dashboard under Billing & Plans.

You may cancel your paid subscription at any time without penalty or cancellation fees:

1. Sign in to your Merchant Dashboard.
2. Navigate to Store Settings → Subscription & Plan.
3. Click "Cancel Subscription".

Upon cancellation, you will retain full access to all paid features until the conclusion of your current paid billing period. After this date, your store will seamlessly transition back to the standard free tier without losing your catalog or order records.

While subscription payments are generally non-refundable, our billing review desk evaluates refund requests under specific qualifying circumstances:

If you are a customer who purchased an item from a merchant's store (via WhatsApp or Cash on Delivery) and wish to request a refund, exchange, or return:

• Please contact the merchant directly using the WhatsApp link or contact phone number listed on their storefront.
• Each merchant maintains their own independent return policies, shipping guarantees, and exchange criteria.

We encourage merchants to contact our support team directly before initiating formal credit card chargebacks. Unwarranted chargebacks or fraudulent dispute claims may result in immediate store suspension and restriction of administrative access.

To request a billing review for a qualifying SaaS subscription fee:

1. Email our billing desk at billing@Turtle.softrover.tech.
2. Include your Store Name, Registered Email, and the Transaction Reference ID.
3. Provide a brief explanation of the billing discrepancy or refund reason.

Our team reviews all requests within 2 business days. Approved refunds are credited back to the original payment source within 5–10 banking days.

For questions regarding invoices, tier upgrades, or billing records: