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Hello Annabel, Here's Kate from FireApps Customer Support Team, and I am very sorry for the inconvenience caused to you. I did a deep check on your situation, and please let me explain it clearly for you. First of all, the charge was processed on Shopify side, and when you approved it, Shopify would give you a notice about the price and date of charge. Next, you approved the Essential plan, and used our app in the whole month. Therefore, it is impossible for us to refund this charge. We truly understand that you feel confused, and upset with the situation. Of course we really want to help you as always, but according to our Policy and Shopify payment Policy, we could not process the refund this time per your request. Please refer to our Refund policy here for more details: https://help.fireapps.io/en/articles/2001280-payment-refund-policy Besides, for your information, we are providing 3 plans (Starter/ Essential/ Premium), and Starter plan is charged for $9.90, so information you received from our advertisement is true. If you had chosen Starter plan when installing, I am 100% sure to you that you would have not been charged more than $9.9. Thank you for your understanding, and if you have any further concern, please feel free to contact us via our live chat, or email at [email protected] Regards, Kate