Pausing projects and refunding unused credit#
Sometimes you need to switch your Mergado projects off for a while rather than cancel the service completely. This typically happens when you migrate your online store, go through a seasonal slowdown, or clean up your data. This article explains how to request a pause, what happens to your plan, and when we refund unused prepaid credit.
How to request a project pause#
You cannot switch projects on or off yourself — our support team does this for you. Write to us at mergado@mergado.com.
The request must come from the email address of the online store Owner, or from a user with Write permission with the Owner copied in. Without verifying the Owner, we cannot process the request — this protects both you and your account.
What happens to your prepaid plan?#
It depends on whether you want your projects switched off right away or at the end of your period:
- Switching off at the end of the prepaid period — your services stay active until the period ends and we switch the projects off only then, so you use up everything you paid for.
- Switching off immediately — we switch your projects off right away, but the unused part of the prepaid period is not refunded in this case.
How to switch your projects back on#
When you want to start your projects again, write to us at mergado@mergado.com and we will restore them for you.
Refunding unused prepaid credit#
If you are cancelling the service and you have an annual (12-month) subscription, we can refund the unused part. The following conditions apply:
- Refunds apply to annual (12-month) payments only.
- Only based on a written request for cancelled (deleted) services.
- We refund the credit to the account the original payment came from. If the payment went through a payment gateway, we may ask you to confirm that you own the bank account.
- We calculate the refunded amount individually, based on the unused period.
To request a refund, write to mergado@mergado.com.
FAQ#
Can you pause projects yourself in the administration?#
No. Only our support team can switch projects on and off. Write to us at mergado@mergado.com from the email address of the online store Owner.
Do you lose your paid period when you pause projects?#
No, as long as you wait until the end of your prepaid period — your services run until it ends and we switch the projects off only then. If you request an immediate switch-off, the unused part is not refunded.
Who can request a pause or cancellation?#
The request must come from the email address of the online store Owner, or from a user with Write permission with the Owner copied in.
How do you switch your projects back on?#
Write to us at mergado@mergado.com and we will restore your projects.
Do you refund unused periods?#
We refund unused prepaid credit for annual (12-month) payments only, based on a written request for cancelled services. We send the refund to the account the original payment came from.
Do you get a refund with monthly billing?#
No. Refunds of unused prepaid credit apply to annual (12-month) payments only.
How long can projects stay paused?#
There is no time limit. When you want to start your projects again, just write to us.