Refund Policy

Pobo E-Commerce Suite Private Limited (“Pobo”) is committed to fair, transparent billing. This Refund Policy explains how refunds work across the two ways you pay for Pobo: your Shopify subscription plan and your prepaid Pobo Credits wallet.

How Pobo Charges You

• Subscription plans (Starter, Growth, Scale and Pro) are billed in USD through Shopify’s billing system as a recurring charge, plus any metered per-order usage above your plan’s included volume. See our Pricing page for current plans.
• Pobo Credits is a prepaid wallet used to cover pass-through costs — carrier delivery fees, Google Maps / address lookups and customer notifications. These are charged at cost, with no Pobo markup; the money is paid onward to the carrier or provider that performed the service.

Your Pobo Credits balance is a digital record of the amount you have prepaid. It does not represent a separate deposit of money held by Pobo beyond your prepaid balance, and is drawn down as you use chargeable services.

Subscription Plan Refunds

• Recurring subscription charges are processed by Shopify. Because Shopify manages this billing, refunds for subscription charges are handled in accordance with Shopify’s billing terms; contact us and we will assist and, where appropriate, request the adjustment through Shopify.
• Metered usage charges reflect orders already fulfilled through Pobo and are generally non-refundable, except where a charge resulted from a verified error on our side.

Pobo Credits Refunds

1. Eligibility

• Refunds apply only to an unused prepaid credits balance that has not been allocated to or consumed by a service.
• Refund requests must be made within 30 days of the original payment.

2. What is not refundable

• Credits already used for a delivery, map/address lookup, notification or any other service performed through Pobo — these amounts have been paid onward to the relevant carrier or provider.
• Payments made more than 30 days before the refund request.
• Third-party payment-gateway fees charged on the original transaction.

3. Partial refunds

• Where only part of a prepaid balance has been used, a partial refund may be issued for the unused portion, subject to the eligibility criteria above.
• Refunds are issued for the net amount credited to your wallet after deducting any non-refundable payment-gateway fees.

4. How to request a refund

• Email support@pobo.app with your store domain, the payment details and the reason for the request.
• We review each request and verify eligibility against the criteria above.
• Once approved, refunds are processed within 7–10 business days to the original payment method.

Changes to This Policy

Pobo may modify or update this Refund Policy at any time. Material changes will be communicated to merchants by email or within the App, and the latest version will always be available on this page.