Return, Refund & Dispute Policy
At Storeinvoice, we want you to have a clear understanding of how refunds, subscription cancellations, payment disputes, and chargebacks are handled.
Storeinvoice is software that provides tools for creating and managing invoice documents. Payments for Storeinvoice paid plans are processed through Paddle, which acts as the seller/reseller for transactions completed through Paddle Checkout.
Because Paddle is the seller for these transactions, payment-related refunds and certain transaction disputes are handled through Paddle.
1. Refund Requests
If you are not satisfied with your Storeinvoice purchase or believe you are entitled to a refund, please contact us as soon as possible:
Email: support@storeinvoice.com
Phone: +234 810 466 2130
WhatsApp: +234 810 466 2130
Support hours: Monday–Friday, 9:00 AM–5:00 PM
Please provide the email address used for your purchase and, where available, your Paddle transaction or order information.
We will review the issue and, where appropriate, communicate with Paddle regarding the refund.
Please do not send payment information, passwords, or complete card numbers by email or WhatsApp.
2. Paddle Refund Process
Paddle is the seller/reseller for purchases made through Paddle Checkout.
Under the applicable Paddle terms, Paddle may cancel a transaction and issue a full refund where, among other circumstances:
- —A buyer requests a refund within 14 days of a one-time transaction, and Paddle determines that a refund is appropriate.
- —For a subscription, a buyer requests a refund within 14 days of the most recent subscription renewal, and Paddle determines that a refund is appropriate.
- —Paddle reasonably believes the transaction was made in error or fraudulently.
- —Paddle reasonably believes the transaction may result in a chargeback.
- —A refund is required by applicable law, regulation, payment method provider, or payment scheme rules.
Refund eligibility and the final decision regarding a Paddle transaction are subject to the applicable Paddle terms and Paddle’s determination.
3. EU/EEA and UK Customers
Customers residing in the European Union, European Economic Area, or United Kingdom may have a statutory right to withdraw from a transaction within 14 days, subject to the conditions described in the applicable Paddle terms and refund policy.
For digital products, this right may be affected where the customer has agreed for the product to be made available before the end of the withdrawal period and has started downloading, using, or benefiting from the product.
Nothing on this page is intended to remove or restrict any mandatory consumer rights that apply to you.
4. Subscription Cancellations
Storeinvoice Pro may be offered as a recurring subscription.
Subscriptions automatically renew for additional periods until cancelled in accordance with the applicable subscription terms.
If you do not want your subscription to renew, you should cancel it before the next renewal date using the cancellation method made available through Paddle or by contacting Paddle/Storeinvoice support.
Cancellation of a subscription stops future renewals; it does not automatically mean that a previous payment will be refunded.
Refund requests are handled separately under the applicable refund rules.
5. Problems Accessing Storeinvoice
If you have paid for Storeinvoice but cannot access the product because of a technical problem, please contact us immediately.
We will investigate the problem and work to restore access.
The Paddle buyer terms provide that where the supplier fails or unreasonably delays in delivering the product due to technical issues, the buyer may be entitled to a replacement or refund of the relevant charges paid.
6. Duplicate or Incorrect Charges
If you believe you have been charged more than once for the same Storeinvoice transaction, or believe a charge was made incorrectly, contact us at support@storeinvoice.com.
Please include:
- —The email address used for your purchase
- —Approximate transaction date
- —Transaction/order reference, if available
- —A brief description of the issue
Do not send complete payment-card details.
We will investigate the issue and, where necessary, coordinate with Paddle.
7. Payment Disputes
If you believe a payment was made incorrectly, please contact us or Paddle before initiating a chargeback with your bank or card issuer.
The Paddle terms encourage buyers to contact Paddle directly before disputing a charge because this can often provide a faster resolution than the chargeback process.
We will make reasonable efforts to investigate legitimate payment concerns and help resolve them.
8. Chargebacks
A chargeback is a payment dispute initiated through a bank, card issuer, or other payment provider.
If you believe there is an error with your Storeinvoice payment, we encourage you to contact us first so that we can investigate the matter.
Please do not initiate a chargeback simply because you have forgotten about a subscription renewal or have difficulty locating your account. Contact us first and we will help you identify the relevant transaction.
Paddle may take action where it reasonably believes a transaction may become subject to a chargeback.
9. Fraudulent or Unauthorized Transactions
If you believe that your payment method was used without your authorization, contact us and Paddle as soon as possible.
You should also contact your bank or payment provider where appropriate.
Paddle may cancel a transaction and issue a refund where it reasonably believes a transaction was made in error or fraudulently.
10. No Direct Refund Payments From Storeinvoice
Because Paddle acts as the seller/reseller for transactions processed through Paddle, Storeinvoice does not directly send refunds to customers for those transactions.
If Storeinvoice agrees that a refund should be issued, we will notify Paddle, and Paddle will process the applicable refund.
This is consistent with the Paddle Supplier Agreement, which states that suppliers should not make a refund directly to a buyer when Paddle is the seller.
11. Refund Method
Where a refund is approved, Paddle will generally process the refund through the applicable payment method or process used for the original transaction, subject to Paddle’s procedures and applicable payment-provider rules.
The timing for a refund to appear may depend on the payment method, financial institution, card issuer, or payment provider.
12. Product Information and Service Issues
Storeinvoice provides software for creating and managing invoice documents.
The software generates documents using information supplied by the customer.
We do not guarantee that an invoice generated through Storeinvoice will satisfy a particular:
- —Tax authority requirement
- —Accounting requirement
- —Legal requirement
- —Industry requirement
- —Customer requirement
- —Regulatory requirement
Customers are responsible for reviewing their invoices and ensuring that the information they enter and use is accurate and appropriate for their circumstances.
13. Contact Us Before Opening a Dispute
Most account, billing, and product problems can be resolved more quickly when you contact us first.
Storeinvoice Support
Email: support@storeinvoice.com
Phone: +234 810 466 2130
WhatsApp: +234 810 466 2130
Office: 50, Matudi Street, Ketu, Lagos, Nigeria
Support hours: Monday–Friday, 9:00 AM–5:00 PM
14. Mandatory Consumer Rights
Nothing in this Return, Refund & Dispute Policy is intended to exclude, restrict, or override any mandatory consumer rights or remedies that apply to you under the laws of your country or territory.
Where applicable law provides you with rights that are more favorable than the policies described above, those mandatory rights will apply.