How platform fees, merchant subscriptions and customer refunds are handled.
Hooked's 1.5% platform fee is computed on subscription orders the Service actually created in a calendar month. Fees already invoiced for delivered service are non-refundable, except where a billing error is established (see section 5).
You may uninstall at any time from your Shopify admin. No further platform fees accrue after uninstall; fees accrued for the current month remain payable. Your customers' payment mandates live in your Razorpay account — review them there after uninstalling so customers are not charged for subscriptions you no longer fulfil.
Refunds to your customers are between you and the customer, executed in your own Razorpay dashboard or Shopify admin — Hooked does not hold customer funds and cannot issue refunds on your behalf. When you refund and cancel a subscription, cancel it in Hooked (or via the portal) so remaining delivery cycles are closed and no further orders are created.
Customers can skip deliveries, pause with an automatic resume date, or cancel from the portal where you have enabled those permissions. A skipped or paused delivery does not by itself create a refund obligation; your own store policy governs whether a refund accompanies a cancellation of prepaid bundles with undelivered boxes.
If you believe a platform-fee invoice is incorrect (for example, it counts orders Hooked did not create), write to us within 30 days of the invoice date with the invoice month and order references. Verified errors are corrected by credit or refund of the affected amount.
Billing questions and disputes: hello@dkntechnologies.com. Acknowledged within 48 hours, resolved within 30 days.