Support Policy
App: Henhouse Invoices (a Henhouse app)
Provider: Henway LLC, Miami, Florida, USA
Support channel: support@henhouseapps.com
Last updated: 23 August 2026
How to reach us
Email support@henhouseapps.com from the email on your Shopify account, or use the "Get support" link inside the app (it pre-fills your store domain and app version). Please include:
- Your store's
.myshopify.comdomain - What you expected, what happened instead
- Screenshots or the order/customer/product involved, if relevant
We do not offer phone or live chat support at this time.
Response targets
| Target | |
|---|---|
| First reply | Within 1 business day (Mon to Fri, 9am to 6pm US Eastern, excluding US federal holidays) |
| App down or data-loss issue affecting many stores | We start work as soon as we see it, at any hour, and post updates by email until resolved |
| Bug that blocks a core feature for your store | Workaround or fix plan within 3 business days |
| Everything else (questions, small bugs, feature requests) | Answered in order received; fixes are scheduled, not promised |
These are targets, not guarantees. Most emails get an answer faster.
In scope
- Installing, configuring, and using Henhouse Invoices
- Bugs and errors in the app itself
- Billing questions about your Henhouse Invoices subscription (we can see plan and status; Shopify handles the actual charge)
- Questions about your data, privacy, GDPR requests, and uninstall cleanup
- Explaining how a feature works and whether it fits your use case
- Small setup help, like where a setting lives or how to test the app on a draft order
Out of scope
- Custom development, custom theme code, or one-off changes to your storefront
- Problems inside Shopify itself, other apps, your theme, your payment provider, or your carrier accounts (we will point you in the right direction)
- Bookkeeping, tax, or legal advice about your invoices, shipping rules, or customer communications
- Data recovery for changes you or your staff made in Shopify outside the app
- Stores using unsupported browsers, or Shopify plans or regions the listing says we do not support
- Support for stores that have uninstalled, beyond the data-deletion steps in our Data Retention policy
If something is out of scope but we can help in a few minutes, we usually will. If it needs real work, we will tell you plainly and, where we can, suggest who can help.
Feature requests
We read every one. Reply-all-style "me too" emails genuinely raise priority. We do not promise dates. If we ship something you asked for, we will tell you.
Refunds
Handled under our Terms of Service: cancel anytime by uninstalling; no refunds beyond Shopify's billing policy; suspected billing errors reported within 14 days are reviewed in good faith.
Escalation
If a support reply does not resolve your issue, reply to the same thread with "escalate" in the subject and it goes to the founder.