Refund Policy

Last updated: September 2, 2026

This page explains, in plain language, how cancellation and refunds work for OnlineStores subscription fees — the monthly Starter and Pro plans that sellers pay for. It summarizes and is consistent with section 9 of the Terms of Service; if the two ever differ, the Terms control. Nothing on this page removes any mandatory refund, conformity, or withdrawal right you have under applicable law.

1. What this policy covers

It covers the platform fees sellers pay to OnlineStores. It does not cover purchases from individual stores: buyers pay sellers in cash on delivery, no money passes through OnlineStores, and returns or refunds for products are governed by the refund and cancellation pages each store publishes.

2. Who charges you

If you subscribed in the mobile app, the charge is taken by Apple (App Store) or Google (Google Play) under the account signed in on your device. That store is the seller for the transaction, its receipt is the record of the charge, and refunds for it are requested from and decided by that store — we cannot reverse a charge we never took. Tell us as well and we will help.

If you subscribed on the website, payments are processed by Paddle, which acts as merchant of record: Paddle is the seller named on your checkout and receipt, and Paddle's buyer terms and support process apply to the transaction. You can also contact us directly at info@altajeronline.com or through your dashboard and we will help.

3. Cancelling a subscription

You can cancel at any time. A subscription bought in the app is cancelled in your Apple or Google account — that is the only place it can be cancelled, and the Plan screen links you straight there. A subscription bought on the website is cancelled from the Plan page in your dashboard. Either way, cancellation stops the next renewal; your plan and its features stay active until the end of the period you already paid for, then your store moves to the Free plan. Cancelling by itself does not create a pro-rata refund for the remainder of the current month, because the service stays available to you until the period ends.

4. Changing plan

Upgrading from Starter to Pro takes effect the moment you confirm it, and starts a new paid month that day. In the app the store charges the full price of Pro and gives back the part of Starter you had not used: Apple refunds it to your payment method, and Google Play adds it to Pro as extra days, which moves your renewal date later. Either way you are never charged twice for the same days. On the website the difference is charged pro-rata for the rest of the current period instead.

Downgrading from Pro to Starter takes effect at the end of the month you have already paid for. Nothing is charged on the day you choose it, Pro stays available until that period ends, and Starter and its lower price begin at the next renewal. Until it begins you can reverse it in your Apple or Google account.

5. When we refund

• Duplicate or mistaken charges. Charged twice, or charged after a completed cancellation? Tell us and the incorrect charge is refunded in full.
• Service failure. If a paid feature materially failed to work and we could not fix it within a reasonable time, we will refund the affected charge or the affected part of it.
• Lebanon. Lebanese consumer law may permit reversal within ten days of concluding a service contract, subject to statutory exceptions. Contact us within ten days and we will apply the controlling rule.
• Statutory withdrawal (EU/EEA and UK consumers). An eligible distance purchase normally carries a 14-day withdrawal period from the order. If you asked us to start the service during that period, a lawful proportionate charge can apply for what was supplied before you withdrew; the rest is refunded.
• Everything else. Outside the cases above we may still grant a discretionary refund — ask us. Granting one does not limit your future statutory rights.

6. How to request a refund

For a charge taken by Apple or Google, request the refund from that store: Apple through Report a Problem on your receipt, Google Play through your order history. Tell us at the same time and we will support the request.

For anything we charged, email the OnlineStores team at info@altajeronline.com (or contact us through your dashboard) with the account email, the plan concerned, the charge date, and a short statement of what you are requesting — no special wording is required; the example notice in the Terms works too. You can alternatively use the contact and refund links on your Paddle receipt.

We acknowledge requests within 3 business days. An approved refund is returned through the original payment method; refunds processed by Paddle typically arrive within 5–10 business days depending on your bank. Where a statutory right applies, we process the refund within the period the law requires.

7. Questions

Anything unclear, or a situation this page does not cover: email us at info@altajeronline.com or contact us through your dashboard and we will work it out. The binding legal text, including the statutory detail for each region, is in Terms of Service, section 9.

See also the Terms of Service and Privacy Policy.