Refund Policy

Introduction

SPConnector is built and operated by JonesLabs LLC. Paid plans (Growth, Business, and Enterprise) are billed monthly through Polar, our Merchant of Record. The Starter plan is free, so there's nothing to refund.

By subscribing to a paid plan, you agree to this refund policy.

Refund Eligibility

14-Day Money-Back Guarantee

If you're subscribing for the first time, you can ask for a full refund within 14 days of your first paid subscription, for any reason.

• The 14 days start on the date your first paid subscription begins
• The guarantee applies once per customer, on any paid plan
• You get back the full amount you paid

Service Problems on Our Side

After the first 14 days, we may refund some or all of a month's fee if:

• SPConnector is unavailable for more than 24 hours in a row because of a problem on our end
• Automatic printing fails for more than 48 hours because of a problem on our end
• Our Shippo or PrintNode connection stops working because of an issue on our side
• We lose data in a way that affects your service
• You were charged incorrectly because of a billing error

Prorated Refunds

We may offer a prorated refund if:

• A service disruption beyond our control lasts more than 72 hours
• We have to close your account for a reason that isn't a violation of our Terms of Service
• We discontinue a core feature you subscribed for

What Isn't Eligible for a Refund

• Renewals after the first 14 days (you can cancel at any time to stop the next charge)
• Upgrades to a higher plan
• Lower-than-expected usage or changes in your business needs
• Problems with Shippo, PrintNode, your printer, your internet connection, or the platforms connected to Shippo
• Setup mistakes, such as an incorrect API key or printer setting
• Accounts closed for violating our Terms of Service
• Fraud or attempts to abuse this policy
• Chargebacks filed without contacting us first

How to Request a Refund

Send a request through the support form and choose "Billing & Subscription". Please include:

• The email address on your SPConnector account
• Your plan and billing date
• Why you're asking for a refund, with details of any technical problem

We reply to refund requests within 24 hours.

If something isn't working, it's worth contacting support as well. Many setup problems can be fixed quickly.

How Refunds Are Paid

All payments and refunds are processed by Polar Software, Inc., our Merchant of Record. Refunds go back to the payment method you paid with and appear on your statement from Polar, like the original charge. Depending on your bank, a refund usually shows up within 5 to 10 business days.

You can export your data from your account at any time, including before or after a refund.

Billing Disputes

Please contact us before disputing a charge with your bank. Billing problems are usually faster to sort out directly, and a chargeback may lead to your account being suspended until it's resolved.

Your Consumer Rights

If you're in the European Union, EU consumer law gives you a 14-day right to cancel a purchase, which our money-back guarantee covers. Local consumer protection laws may give you further rights.

Nothing in this policy limits your statutory rights as a consumer.

Changes to This Policy

We may update this refund policy. When we do, we'll post the new version on this page with a new "Last updated" date. Changes don't affect refund rights for subscriptions bought before the change.

Contact Information

For refund requests, questions about this policy, or billing questions, contact us: