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 fixed number of contact unlocks 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 support@mysheltr.in 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
Approved refunds are processed back to your original payment method via Razorpay. On our side, a System Manager reviews and manually processes approved refunds — this is a real, working capability in our backend, not a placeholder. Processing times after approval depend on your bank or payment provider.
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.