Last updated: [18th September 2026]
This Refund & Credit Policy applies to paid Utfix plans, Credit allocations, Credit refills and other paid Utfix services unless different terms are expressly shown before purchase.
Utfix uses Credits to measure and pay for eligible app operations.
For contractual and accounting identification only, each Utfix Credit is assigned a nominal reference value of £0.000001 per Credit.
This nominal reference value does not mean that Credits are money, stored value, electronic money, a bank balance, a security, a gift card or a cash-equivalent asset. Credits cannot be withdrawn, exchanged for cash, transferred between unrelated customers, sold or redeemed outside Utfix.
The nominal reference value is also not the method used to calculate a subscription refund. Refunds are calculated from the proportion of the relevant paid Credit allocation that has actually been consumed, as explained below.
Promotional, complimentary, bonus, trial or otherwise unpaid Credits have no refundable purchase value.
A customer may request a refund of a paid monthly Utfix plan charge for the billing period to which that payment relates.
If none of the paid Credits allocated for that billing period have been consumed, the eligible plan charge may be refunded in full.
If some of the paid Credits allocated for that billing period have been consumed, the refund is reduced by the same percentage.
The calculation is:
Refund = Amount paid for the relevant billing period × percentage of that period's paid Credits remaining unused
For example, if a monthly Utfix plan costs £30 and 10% of the paid Credits allocated to that billing period have been consumed, the refundable proportion is 90%:
£30 × 90% = £27 refund
If 25% of those Credits have been consumed, the refund would be £22.50.
If 100% of the paid Credit allocation has been consumed, there is normally no refundable balance for that billing period under this usage-based refund policy.
Utfix's own Credit ledger is used to determine the number of paid Credits allocated to a purchase and the number actually consumed.
A Credit is treated as consumed only when it has been permanently charged in accordance with Utfix's applicable charging rules. A Credit that is merely reserved, temporarily held, or subsequently returned because an operation failed, was cancelled, was rolled back or otherwise did not become chargeable will not be treated as consumed for refund calculations.
Where Credits from more than one purchase or billing period exist on an account, Utfix will maintain sufficient allocation records to identify which Credit batch funded the relevant usage. A refund calculation will be made against the Credit allocation attributable to the charge being refunded, rather than against an unrelated Credit balance.
When a full refund is issued, all unused paid Credits supplied by the refunded purchase are cancelled.
When a partial refund is issued, the unused portion of the paid Credit allocation corresponding to the refunded amount is cancelled.
A customer cannot both receive a refund for unused Credits and continue to spend those same Credits.
Promotional or bonus Credits may also be withdrawn where they were conditional upon a paid purchase that has subsequently been refunded.
Where a customer separately purchases a Credit refill or additional Credit pack, the same principle applies unless different terms were clearly disclosed before purchase.
If none of the paid refill Credits have been consumed, the purchase may be refunded in full. If part of the refill has been consumed, the refundable amount is reduced in proportion to the percentage consumed. Once the entire purchased allocation has been consumed, there is normally no refundable balance for that purchase.
Refund calculations use the amount actually charged for the relevant purchase after any discount, promotional price, account credit or other price reduction.
Taxes, VAT and similar amounts will be refunded or adjusted where required and, where billing is handled by Shopify or another payment provider, in accordance with that provider's billing and tax process.
A refund will never exceed the amount actually paid for the charge concerned.
Where Utfix is purchased through Shopify billing, the charge and refund may be processed through Shopify.
Shopify permits third-party app developers to issue full or partial refunds against paid app charges, and current App Store rules require refunds to be processed through the original payment processor.
Where a charge has not yet been paid and Shopify's billing system supports a billing credit rather than a cash refund, Utfix may use the appropriate Shopify billing mechanism to correct the charge. Shopify distinguishes between an app credit, which offsets future app charges, and a refund of an amount already paid.
Processing times after Utfix authorises a refund may depend on Shopify, the payment processor and the customer's bank.
A customer may cancel their Utfix service or uninstall the Utfix app at any time, subject to the applicable Shopify billing and cancellation process.
Where cancellation or uninstall takes effect during a paid billing period, any refund that is applicable will be calculated under this Refund & Credit Policy.
This means:
Cancellation or uninstall does not create an entitlement to a refund beyond the rules set out in this Policy, but neither does it remove any refund or statutory right that would otherwise apply.
Once cancellation or uninstall has taken effect, no further recurring Utfix subscription charge should be incurred except for an amount already properly due, a charge already in the applicable billing process, or where Shopify's billing process requires the charge to be corrected by a subsequent refund or credit.
The percentage-of-Credits-used calculation is Utfix's normal voluntary refund method for a customer who chooses to stop using a paid service.
It does not limit any rights the customer may have where, for example, a charge was duplicated or unauthorised, the wrong amount was charged, a purchased service was not supplied, or applicable law requires a different remedy because the service or digital content was faulty, misdescribed or not provided with the required standard of care.
Where an error is ours, we will correct the error rather than treating legitimately disputed usage as consumed simply to reduce a refund.
UK consumer law provides statutory remedies where digital content or services do not meet applicable legal standards.
Utfix is designed primarily for Shopify merchants acquiring the service for business purposes. Statutory consumer cancellation rights do not necessarily apply to a business purchase.
If a customer nevertheless qualifies as a consumer and has a mandatory statutory cancellation or cooling-off right, nothing in this Policy removes or restricts that right.
Where applicable law permits Utfix to charge for services already supplied after the customer expressly requested that performance begin during a statutory cancellation period, any deduction will be limited to the amount lawfully chargeable for the service already provided. Current UK Consumer Contracts Regulations provide for proportionate payment in those circumstances for service contracts.
Refunds are normally made through the original payment route and in the currency supported by that billing system.
If a customer's bank, card provider or payment processor applies exchange-rate changes, international transaction charges or other fees, the amount ultimately received by the customer may differ from the original converted amount. Utfix does not retain those third-party fees.
Utfix may investigate a refund request where there is reasonable evidence of fraud, deliberate manipulation of Credit accounting, chargeback abuse, or attempts to obtain a refund while retaining the benefit of Credits or services that were intentionally consumed.
This does not affect genuine refund requests or any mandatory legal rights.
Refund requests should be submitted through [Utfix support email / support page] and should identify the Shopify store, the relevant charge and the billing date.
Utfix will use its Credit ledger and billing records to calculate any refund due and will explain the calculation where a partial refund is issued.
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