Refunds and fees policy

This policy explains how Elleen handles fees paid by merchants for use of the platform. It supplements the Terms of Service and should be read with the details of the selected plan or service shown at checkout.

Scope of this policy

This policy applies to subscription, commission, or service fees charged by Elleen for its plans or features. It does not apply to product-price, shipping, or other disputes between a merchant and that merchant’s customer; those transactions and responsibilities are managed by the merchant under its store policies.

Fees before payment

• The applicable fee and the related plan or service are shown before payment is completed.
• Fees may vary according to the plan, feature, or payment method presented when the transaction is completed.
• The payment provider’s terms may also apply to the transaction alongside this policy.

Cancellation and store closure

Suspending an account, closing a store, or ceasing to use the platform does not automatically create a right to a refund of fees already collected. Outstanding obligations or amounts due are handled under the Terms of Service and the terms presented at payment.

Requesting a payment review

If you believe a payment was duplicated or processed incorrectly because of a technical issue, you may request a review through the contact page. Include the account or store name, plan or service, transaction date, amount, and transaction reference if available. Do not send your password or full card details.

Review outcome

A request is logged for review; submitting it does not approve a refund or confirm eligibility. If a charging error is established or an applicable obligation exists, the case is handled according to the transaction details, payment-provider terms, and applicable requirements.

Customer refund requests

If you are a customer of a store built with Elleen and wish to request a refund for a product or order, contact the merchant first. Elleen does not administer product or shipping refunds on the merchant’s behalf.

Contact and updates

For questions about platform fees or to request a payment review, use the contact page. We may update this policy when fee procedures or related information change; the latest-update date appears at the top of this page.