Refund Policy

Overview

Refund eligibility depends on the purchase, its delivery or use, and the applicable conditions. Requests are reviewed before a refund is issued.

Single Certificates

Single-certificate purchases are generally not refundable after delivery. Contact billing support about an undelivered certificate, a duplicate charge or a payment issue.

Certificate Packages

A Certificate Package is eligible for a full refund when requested within 30 days of purchase and no credits from that purchase have been successfully consumed.

Each purchase is assessed separately. An approved refund removes the credits from that purchase and leaves other packages unchanged.

Monthly Subscriptions

A monthly subscription payment may qualify when more than half of the paid period remains and no monthly certificate credits from that period have been consumed. The payment must not already be refunded or subject to another refund or an active dispute.

Eligible refunds are calculated using the remaining proportion of the paid period at the time the request is received.

Annual Subscriptions

An annual subscription may qualify when at least half of the original annual paid period remains when the refund request is received. Using monthly certificate credits does not affect this eligibility.

The refund uses the remaining complete months in the original subscription schedule. The amount is the annual price actually paid multiplied by those months, divided by 12. Partial months are not refunded.

A completed refund of the annual subscription ends paid access and future monthly credit grants. Certificate Package credits and valid certificates are kept.

Annual Upgrade Payments

An annual plan upgrade keeps the original expiry date and does not restart the refund eligibility window. The same annual eligibility conditions apply to the original annual payment and its upgrade payments.

Each upgrade payment is assessed separately. Its refund uses the full-year price difference recorded at the time of that upgrade, multiplied by the remaining complete months and divided by 12. It is not calculated by dividing the upgrade payment itself by 12.

The original annual payment and each upgrade payment are capped separately at their remaining refundable paid amounts. Amounts are rounded to the payment currency; taxes follow the original payment provider documents. A payment already refunded, covered by another refund request or under an active dispute cannot be refunded again.

Cancelling Renewal

Ordinary cancellation stops future renewals and keeps paid access available until the end of the paid period. It does not automatically issue a refund.

Requesting a Refund

Email billing@shuttercount.net with your account email, order reference and the purchase you want reviewed.

Approval and completion of a payment refund are separate steps. The time before money appears depends on the payment provider or bank.

Certificates & Other Purchases

An ordinary refund does not automatically revoke a valid certificate. Other valid purchases and their records are handled independently.