Subscription Refund Policy

1. Nature of the Service

PopTop provides a Software-as-a-Service (SaaS) cloud platform specializing in e-commerce conversion optimization, interactive popups, smart search, cart drawer upsells, and analytics for Salla, Zid, and WooCommerce stores. Subscriptions grant instant digital access and allocate dedicated server resources to your store.

2. Free Trial & Pre-Purchase Evaluation

To protect your confidence and ensure that our platform aligns with your business goals, PopTop provides a full-featured free trial without requiring credit card details. We strongly encourage all merchants to utilize this trial period to test popup templates, upsell engines, and integrations on their store before committing to a paid subscription plan.

3. 14-Day Money-Back Guarantee for Technical Defects

We take pride in the quality and stability of our software. A merchant is eligible for a full 100% refund of their first subscription payment under the following condition:

• The merchant experiences a critical, verified technical failure that completely prevents PopTop tools from functioning on their supported store (Salla, Zid, or WooCommerce).
• The issue is reported to our technical support team within 14 calendar days from the initial payment date.
• Our technical team is unable to resolve or provide a viable workaround within 72 business hours of the official ticket report.

4. Erroneous & Duplicate Charges

In the rare event of a technical processing error resulting in double billing or an incorrect transaction amount, PopTop will issue an immediate, full refund of the excess charged amount to the original payment method upon verification, with zero processing fees.

5. Non-Refundable Situations (Platform Rights)

In order to maintain fair operations and prevent exploitation of digital services, refunds are strictly not applicable in the following cases:

• Requests submitted after the 14-day initial subscription guarantee window has passed.
• Recurring subscription renewals (monthly or annual). Subscribers can disable auto-renewal anytime before the billing cycle renews with a single click from their dashboard.
• Requests based on a change of mind, lack of store traffic, business closure, or personal non-usage of the software after subscription activation and resource provisioning.
• Account suspension or termination caused by violation of our Terms of Service or policy guidelines by the merchant.
• Store suspensions or API blocks imposed independently by third-party platforms (Salla, Zid, or WooCommerce).
• Issues arising from unsupported third-party themes, conflicting custom scripts, or refusal by the merchant to provide standard access needed for diagnosis.

6. Cancellation & Auto-Renewal Management

You have full control over your billing at all times. You can cancel your subscription or disable automatic renewals anytime via your PopTop dashboard or from the respective app marketplace. Upon cancellation, your service remains active with full privileges until the end of the current prepaid billing period, with no subsequent charges.

7. Refund Submission & Processing Timeline

To submit an eligible refund request, please contact our billing team at [email protected] or open a ticket through your dashboard with your store ID, registered email, and transaction receipt. Eligible requests are reviewed within 2 business days. Approved refunds are credited directly back to the original payment card or method within 5 to 10 business days, subject to your bank's processing cycles.