Paddle acts as our Merchant of Record. This means Paddle (Paddle.com Market Limited) processes all payments, issues invoices, and handles tax compliance on our behalf. Your payment card statement will show a charge from "Paddle.com" or "Paddle". When you request a refund, it is processed through Paddle's system.
Paddle's refund and billing policies are supplementary to this policy. In the event of a conflict, the terms most favourable to the customer apply. Paddle is registered in the UK and compliant with UK, EU, and international payment regulations.
2. 30-day money-back guarantee
We offer a 30-day money-back guarantee on your first payment for a ShieldWeb subscription.
Applies to the first charge on a new subscription (monthly or annual)
No reason required — if you are not satisfied within 30 days, you will receive a full refund
The guarantee applies once per customer and per organisation
Does not apply to renewals — only to the first payment of a subscription
To claim your money-back guarantee, contact us at support@shieldweb.online within 30 days of your first payment, and include your order number or the email address associated with your account.
3. Monthly subscriptions
Monthly subscriptions are billed each month and renew automatically.
Within 30 days of first payment: Full refund available under the money-back guarantee
After 30 days: Monthly charges are non-refundable once a billing period has begun. You may cancel at any time and your access continues until the end of the paid period
Cancellation: Cancel before the next renewal date to avoid being charged for the next month. Cancellation takes effect at the end of the current billing cycle
4. Annual subscriptions
Annual subscriptions are billed once per year and save 30% compared to monthly billing.
Within 30 days of payment: Full refund available under the money-back guarantee
Between 30 and 365 days: Pro-rata refund for unused complete months remaining in the annual period. Partial months are not refunded
Example: If you cancel after 4 months on an annual plan, you are entitled to a refund for the 8 remaining complete months
Renewal charges: Annual renewal charges follow the same 30-day guarantee policy as first payments
To request a pro-rata refund on an annual plan, contact us with your order number and we will calculate and process the refund through Paddle.
5. What qualifies for a refund
In addition to the money-back guarantee, refunds may be issued in the following circumstances:
Duplicate charge: You were charged twice for the same subscription period
Charge after cancellation: You were charged after successfully cancelling your subscription
Extended service outage: The Service experienced a verified outage exceeding 24 consecutive hours within your paid period
Service discontinuation: We permanently discontinue the Service — a pro-rata refund will be issued automatically for the unused period
Billing error: An incorrect amount was charged due to a technical error on our side
6. What does not qualify for a refund
Subscription renewals beyond the 30-day money-back window on monthly plans
Failure to cancel before a renewal date (we recommend setting a reminder)
Dissatisfaction with features that were accurately described before purchase
Provide your order number (from your Paddle receipt email), the email address on your account, and the reason for your request (optional for the 30-day guarantee).
3
We confirm and process
We will confirm your refund eligibility within 1–2 business days and initiate the refund through Paddle.
4
Receive your refund
Refunds are credited to your original payment method. Processing time depends on your bank — typically 5–10 business days after Paddle initiates the refund.
You may also contact Paddle support directly to request a refund. Paddle can process refunds on our behalf within their standard refund window.
8. Refund timeline
Refund decision: 1–2 business days after your request
Paddle processing: 1–3 business days after decision
Bank credit: 3–7 business days after Paddle processes (varies by bank and card type)
Total typical time: 5–10 business days from request to credit
Refunds are returned to the original payment method only. If your card has expired or been replaced, contact your bank — the refund will typically be forwarded automatically by your card issuer.
9. EU consumer rights
If you are a consumer located in the European Union, you may have additional rights under EU consumer protection law, including the EU Consumer Rights Directive (Directive 2011/83/EU).
Under EU law, consumers generally have a 14-day right of withdrawal (cooling-off period) from digital service contracts. However, by starting to use ShieldWeb during this period (accessing the Service), you may waive this right in accordance with Article 16(m) of the Directive.
Our 30-day money-back guarantee exceeds the statutory 14-day cooling-off period and is available regardless of whether you have used the Service. We believe this provides fair protection in all cases.