Refund & Cancellation Policy

1. Free Store Audit Commitment

Our initial 100-product catalog audit is provided 100% free of charge with no credit card required and no obligation to purchase ongoing retainers. Clients may utilize the audit insights, keyword discoveries, and listing defect reports without cost.

2. Fixed-Scope Project Deliverables & Revision Rounds

For custom fixed-scope projects (such as eBay template design, Amazon A+ content creation, or bulk catalog migrations):

• Unlimited Minor Revisions: We provide up to three (3) full rounds of revision feedback per listing batch within fourteen (14) days of sample delivery to ensure formatting, titles, and item specifics match your expectations.
• Pre-Execution Cancellation: If you cancel a fixed project before our team commences work on your catalog, you are entitled to a full refund minus a 5% administrative payment processing fee.
• Work-in-Progress Refunds: If cancellation occurs after project commencement, refunds are calculated pro-rata based on the percentage of uncompleted deliverables. Completed SKUs and approved listing templates remain yours to keep.

3. Monthly Retainer Plans & Cancellation

For ongoing monthly marketplace management retainers:

• No Long-Term Lock-in: Retainers operate on a flexible month-to-month basis. You may cancel at any time by giving written notice at least seven (7) business days prior to your next recurring billing date.
• Mid-Month Cancellation: Fees paid for the current active month are non-refundable once work has commenced, but our team will continue executing your listings and support through the end of the paid billing cycle.
• Cooling-off Period: If you are contracting as a qualifying individual consumer under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you hold a statutory 14-day cancellation right, unless you expressly requested that services begin immediately.

4. Ineligible Refund Circumstances

Refunds are not granted in the following scenarios:

• Deliverables that were formally reviewed and approved by the Client in writing.
• Delays or rejections caused by third-party marketplace restrictions (e.g. category brand gating by Amazon, restricted keyword bans on eBay, or seller account suspensions stemming from pre-existing merchant health defects).
• Change of mind after completed listing files, HTML templates, or syndicated catalog feeds have already been deployed live to your seller channels.

5. Refund Request Process & Processing Timelines

To request a refund or cancellation:

1. Send an email to sales@flexshopltd.com with the subject line "Refund Request - [Your Company Name]".
2. Include your invoice number, project description, and the specific reason for your request.
3. Our management team will review your request and respond within two (2) business days.
4. Approved refunds are credited directly to the original payment method (bank wire, debit/credit card, or PayPal) within five (5) to ten (10) business days.

6. Contact Customer Support

For inquiries regarding billing, invoices, or cancellations, please reach out directly: