Billing FAQs

General Billing FAQs

When will I be charged for my subscription?

When will I be charged for my subscription? You can find your current billing period under Settings > Billing > Manage Plans > Current Period. Keep in mind that Shopify may charge you on a day other than the first or last day of the billing period to align with the rest of your Shopify bills. This charge date is controlled by Shopify; see their documentation here for more info.

Why is the pricing I see in the app different from Shopify’s listing?

Pricing is based on your plan tier and your store's monthly order volume. Shopify limits how we can display our pricing on the app store listing, so it always shows the lowest tier (0 to 1,000 monthly orders), but we've done our best to make it clear that pricing is variable based on store volume on our Pricing Page. Order volume includes one-time purchases and first time subscription orders. If your store’s order volume does not align with your billed amount, please reach out to [email protected] for assistance.

Why was I charged if I just installed the app?

We offer one trial per store upon first install. If you were charged immediately without receiving a trial, this likely means the app has been installed on your store previously. If you encounter setup issues after your first install, please reach out to [email protected] for assistance and avoid uninstalling the app, as this will forfeit your trial eligibility. If this is genuinely your first installation and you didn't receive a trial, please contact [email protected] and we’ll make sure to give you one!

What happens if my payment fails?

Your plan will display as Past Due and you’ll lose access to your features until payment is received. We’ll automatically retry the charge a few times, but after multiple failed attempts, your plan will be cancelled.

I reinstalled the app but I can’t approve my plan - what can I do?

Reach out to [email protected] immediately for assistance. Please avoid uninstalling the app as a way to fix perceived bugs or errors; contact [email protected] instead. In most cases, it's either not actually a bug or it's something we can easily resolve. Uninstalling the app automatically cancels your plan, so if you uninstall and reinstall while on an active plan, you won't be able to activate or approve a new plan.

Upgrades, Downgrades & Cancellations

What does the Pause Plan include?

We offer a Pause Plan at $9/month, which gives you continued access to all of your data and previous tests while your plan is on hold. Customers on a Pause Plan are not able to run any tests, personalizations or access Sitewide Analytics.

How do I pause or cancel my subscription?

You can pause or cancel directly in the app by navigating to Settings > Billing > Manage Plans and selecting either Pause Plan or Cancel Plan button. The pause or cancellation will take effect at the end of your current billing cycle.

How do I reactivate after pausing?

You can reactivate your plan by navigating to Settings > Billing > Manage Plans and selecting the Upgrade button. If you don't see this button in your settings, please reach out to [email protected] and we'll reactivate your plan for you!

I can’t cancel within the app - what can I do?

If you don’t see the Pause Plan or Cancel Plan buttons in the app, please email [email protected] and we’ll be happy to process your request.

Can I downgrade to a lower plan mid-cycle?

No, downgrades take effect at the end of your billing cycle. You can downgrade by clicking the Downgrade Plan button under your desired plan in the Billing settings, or by emailing [email protected].

Can I upgrade to a higher plan mid-cycle?

Yes, upgrades take effect immediately since you may need access to higher-tier features right away. Our system will charge you only the prorated amount for the remainder of your billing cycle. You can upgrade by clicking the Upgrade Plan button under your desired plan in the Billing settings, or by emailing [email protected].

Refunds & Credits

What is your credit & refund policy?

We strive to provide an excellent experience across both our platform and support. In cases where our service does not perform as intended, we may issue a credit or refund at our discretion. Refunds are available for accidental charges, including unintended upgrades or reactivations. Please note that Shopify transaction fees and third-party processing fees are non-refundable, as those fees are collected directly by the providers.

Like other subscription services, Intelligems plans are cycle-based rather than usage-based. Refunds for unused time are not provided. To avoid unwanted charges, please pause or cancel your plan before your next renewal date. Refund requests must be submitted within 3 days of the relevant charge- we're unable to process requests for prior billing cycles.

How can I request a credit or refund?

You can request a credit or a refund by emailing [email protected]. We kindly ask that you submit your request within 3 days of the relevant charge.

Do you offer prorated refunds when downgrading plans?

Downgrades take effect at the end of your billing cycle, similar to cancellations. You’ll continue to have access to your current plan for the remainder of your cycle, and the downgrade will take effect on your next billing date.

What happens if I cancel mid-billing cycle?

Cancellations take effect at the end of your current billing cycle. When you cancel, you’ll retain access to your plan for the remainder of the cycle, after which your plan will be cancelled and you will not be charged again, unless you decide to reactivate in the future.