Refunds and Cancellation

1. What one payment can contain

Your first payment covers the subscription for the period you chose and, if you asked us to buy a domain, the registration fee for the term you chose. One charge, two different purchases, treated differently below. The breakdown is shown on the payment screen before you pay, and the charge is taken in Kuwaiti dinars (KWD) even where a price was displayed in another currency.

2. Cancelling

You cancel by not renewing, or by telling us at support@primestores.co.

We do not hold your card and we do not charge you automatically, so cancelling is not a race against a renewal date. If you do nothing, nothing further is taken. Your store keeps running until the paid period ends, and then the subscription is marked expired: the lapse goes on the record, and the store keeps serving unless we later decide to suspend it (section 8 of the Terms). An expired or suspended store is not a deleted store, and non-payment on its own does not destroy your data.

You can ask for your store's data at any point in that sequence, and we will provide it in a machine-readable form.

3. The subscription: when we refund

We refund a subscription payment where:

• you paid and the service was not delivered, meaning the store was never provisioned, or was not provisioned as sold;
• the service we delivered is defective or incomplete against what we sold you, and we cannot put it right;
• you were charged twice for the same period, or charged for a period after the service had stopped;
• we end the Service, or end your subscription for a reason that is not your breach, part-way through a period you paid for.

4. The remedy is your choice, not ours

In the first two cases in section 3 you can ask us to put the service right, or to make good the shortfall, instead of taking the money back. Which of those you want is your decision.

That is deliberate. It matches what Kuwait's Consumer Protection Law (Law No. 39 of 2014) requires of a provider whose service is defective or deficient: return what was paid for it, make good the deficiency, or provide the service again. We are not going to offer you less than that.

5. What we do not offer, and why

We do not offer a no-questions-asked cooling-off refund on a period you have already used, and we are not going to publish a fixed number of days for one, because we would be inventing that number.

The honest reason: Kuwait's Consumer Protection Law sets a fixed return window for a good received and handed back in unchanged condition. A software subscription is not a good, and a store that has been provisioned and used cannot be handed back unchanged. The rule that law applies to services is the defect-based one in sections 3 and 4, and that is what this policy is built around.

It is also not settled whether that law reaches a subscription bought by a business for its own trade at all. Its definition of a consumer is wide enough to include companies, and it excludes those buying in order to resell. We will not use that uncertainty as an argument to avoid a remedy. If you believe the law gives you a right this policy does not describe, write to support@primestores.co and say which one, and we will deal with it on the law as it stands rather than on a figure of our own.

If you are outside Kuwait, your local law may give you a withdrawal or refund right that we have not surveyed. Tell us which one and we will look at it. What we will not do is publish a single uniform rule for every market and hope it holds.

6. A domain bought for you is different

A domain is not a service we can switch off and refund. When your payment clears we register the domain in your name, and the fee is paid on to the registrar and through it to the registry. From that moment:

• the domain is yours for the term you paid for, whatever happens to your subscription;
• we cannot un-register it in order to give the money back;
• whether any part of the fee can be returned is set by the registrar's and the registry's rules, and those differ by extension. Some extensions have a very short reversal window after registration; many, country extensions in particular, have none at all. Ask us before you pay and we will tell you which rule applies to the extension you chose;
• if the registration fails, or we never register it, the domain part of the charge is refunded in full. That part is still ours to give back. A completed registration is not.

7. Keeping a domain after you leave

If you cancel the subscription but keep the domain, the domain stays registered in your name and you can point it wherever you like. Ask us at support@primestores.co and we will unlock it or help you move it into a registrar account of your own. We do not hold a domain hostage to a subscription.

8. How a refund is actually paid

Refunds go back through the payment gateway that took the money, to the same card or KNET account the payment came from. We cannot send a refund to a different card, a different person, or a bank account of your choosing. The gateway does not permit it and neither do we.

We do not control the timing. A refund we approve is submitted to the gateway, reviewed by the gateway's own finance operation, and then settled by your bank. We will give you the date we submitted it and the reference. After that the delay is theirs, and support@primestores.co will chase it with you.

9. Double charges and payments with nothing behind them

If you were charged twice, or paid and no store appeared, send the payment reference to support@primestores.co rather than opening a bank dispute first. We can see the payment on the gateway side, and a verified duplicate or undelivered payment is reversed.

Going straight to your bank makes the same money take longer to reach you, and it can leave your store suspended while the gateway holds the funds.

10. Chargebacks

If your bank reverses a payment, the gateway recovers that money from us. Where a chargeback is raised against a subscription we actually delivered, we may suspend the store until the payment position is settled, and we will ask you either to withdraw the dispute or to pay again.

We would much rather you asked us first. Everything in sections 3 and 4 is available to you without involving your bank.

11. What is not refundable

Only two things:

• time already served on a subscription that worked as sold;
• a domain already registered in your name, except where the registrar's rules for that extension allow a reversal.

12. What we do not charge

There is no cancellation fee, no administrative fee and no deduction taken out of a refund under this policy. If we owe you a refund, you get the amount that was charged.

13. Nothing here removes a right you have by law

Where the law that applies to you gives you a right that cannot be contracted away, this policy does not remove it and we will not argue that it does. Point us at it: support@primestores.co.

14. Contact

Billing, cancellation and refund matters: support@primestores.co.