Refund & Cancellation Policy
This page explains how refunds work for Sheltr Pass purchases.
DRAFT — requires legal review
This page is a working draft prepared for launch planning. It has not been reviewed by a qualified lawyer and should not be treated as final or legally binding until it is.
1. Passes are digital products
A Sheltr Pass is a digital, time-boxed, quota-limited product: it activates immediately on successful payment and grants a contact-unlock quota (exact number per plan to be confirmed) for a fixed number of days. Because a Pass is delivered and can be used instantly, it is different from a physical good, and our refund stance reflects that.
2. When a refund may be considered
As a general position, Pass purchases are non-refundable once payment succeeds and the Pass is activated, except where a clear technical failure on our side prevented you from using any part of your Pass's unlock quota — for example, a failed unlock that was charged against your quota due to a platform error. We do not currently publish a specific refund window or percentage; eligibility is assessed case by case, and this section is intentionally general pending formal legal review.
3. How to request a refund
To request a refund, email findyoursheltr@gmail.com with your account email, the Pass purchased, and a description of the issue. Include any relevant details (such as when an unlock failed) so we can investigate.
4. How refunds are processed
For payments made on Android or web (via Razorpay), approved refunds are processed back to your original payment method — on our side, a System Manager reviews and manually processes these, a real, working capability in our backend, not a placeholder. For payments made on iOS through Apple's in-app purchase system, refunds are issued by Apple directly under their own refund policy — we'll support your request, but the refund itself is processed by Apple, not Sheltr. Processing times after approval depend on your bank, payment provider, or Apple.
5. Cancellations
Because a Pass activates immediately on purchase, there is no separate “cancel before it starts” step — a cancellation request is handled the same way as a refund request, above.