1. Subscriptions
- Monthly plans: non-refundable. You may cancel anytime; access continues until the end of the current billing period.
- Annual plans: refundable within 14 days of initial purchase (pro-rated). After 14 days, non-refundable except as required by law.
- Upgrade mid-cycle: prorated charge for the remaining period.
- Downgrade mid-cycle: effective at the end of the current period; no refund for the unused portion of the higher tier.
2. Pay-per-use add-ons (wallet)
- Wallet top-ups are non-refundable once credits have been applied.
- Unused wallet balance is refundable upon account closure if requested in writing within 30 days, minus processing fees.
- Manual grants (issued by SHAART at our discretion) are non-refundable.
3. Setup and professional services
- One-time setup, migration, training, or custom development fees are non-refundable once work has commenced.
- If we have not started work, you may cancel and receive a full refund within 7 days of payment.
4. Free trials
If your plan includes a free trial, you will not be charged during the trial. If you do not cancel before the trial ends, your selected paid plan begins automatically per Section 1.
5. Service credits (SLA)
If our Service experiences extended downtime in violation of any service level commitment we have offered you, we may issue service credits applied to future invoices. Service credits are the sole and exclusive remedy for downtime; they are not refundable in cash.
6. Chargebacks and disputes
If you believe a charge is incorrect, contact us first at support@shaartusa.com within 30 days. Filing a chargeback without first contacting us may result in immediate account suspension while the dispute is resolved.
7. Refund process
To request a refund:
- Email support@shaartusa.com with your account email and reason.
- We review within 5 business days.
- If approved, refund is issued to the original payment method within 10 business days.
- Original payment processor (Stripe, etc.) may take additional time to post the refund to your account.
8. Exceptions where refunds are not issued
- Violations of our Terms of Service or Acceptable Use Policy.
- Accounts terminated by us for cause (fraud, abuse, illegal activity).
- Charges older than the windows specified above.
- Custom or enterprise agreements with their own refund terms (those terms control).
9. Statutory rights
Nothing in this policy limits any statutory right to a refund you may have under applicable consumer protection law (for example, the EU consumer right of withdrawal for digital services where applicable).
10. Updates
We may update this policy. Material changes apply to purchases made after the effective date.
11. Contact
Billing questions: support@shaartusa.com.