Hi, @NMF-20. Thanks for getting in touch about this!
Shopify has a no refund policy as outlined in our Terms of Service. However, we’re aware that special circumstances arise sometimes, therefore, I’m happy to look into what happened on your account, and consult with our Billing department to determine a course of action.
Please check your inbox for an email from me. I’ll keep an eye out for your reply to that email so that we can proceed.