No Refunds
No refunds shall be given by Shape Software Inc. (“Shape”) for any amounts paid to Shape (which may show on your billing statement as “Shape Software Inc.” or “Shape Software LLC”), under any circumstances.
All fees paid to Shape including but not limited to User Licenses, Portal Users, ShapeIQ, Data Center, Servers and any other monthly recurring software access shall be deemed earned, due, payable and non-refundable once paid to Shape. If Customer does not use such monthly Software Services, no refunds shall be given for non-use of the Software Services.
Quality of service, products, future features promised, or uptime shall not impact this refund policy and all amounts paid to Shape shall be non-refundable.
Notwithstanding the foregoing, Shape will correct verifiable instances where Shape’s own billing system has charged Customer twice for the identical transaction (a “Duplicate Charge”). A charge is not a Duplicate Charge merely because Customer did not expect it, was unaware of it, or disputes the reasonableness of a fee that was properly incurred as described in Customer’s Order Form, the Terms of Service, or the Billing Page — including, without limitation, per-unit or usage-based fees (such as per-phone-number activation, compliance, or remediation fees) that are automatically incurred as a result of Customer’s own use of the Services. Any request to correct a Duplicate Charge must be submitted to billing@setshape.com within thirty (30) days of the charge and must identify the specific transactions in question. Shape’s determination as to whether a charge constitutes a Duplicate Charge is final.
To cancel your Account, email us at billing@setshape.com. Canceling your Account stops future charges but does not entitle you to a refund of amounts already paid, as described above.
The foregoing applies equally to any attempt to reverse, dispute, or recover a payment through a chargeback, dispute, reversal, or similar mechanism initiated with a card issuer, bank, or payment provider (a “Chargeback”), and not solely to direct refund requests made to Shape. Customer’s dissatisfaction with the Services, non-use of the Services, or belief that a properly incurred fee is excessive does not constitute grounds for a Chargeback any more than it constitutes grounds for a refund.
By providing a payment method to Shape, Customer authorizes and agrees that all resulting charges made in accordance with Customer’s Order Form, the Terms of Service, and the Billing Page are valid and duly authorized. Customer waives any right to initiate a Chargeback for any charge other than a Duplicate Charge as defined above, and agrees that this Agreement and Customer’s billing history constitute conclusive evidence of authorization in any Chargeback proceeding.
Before initiating any Chargeback, Customer must first submit a written billing dispute to billing@setshape.com and provide Shape a reasonable opportunity, not to exceed fifteen (15) business days, to investigate and respond. Initiating a Chargeback without first complying with this requirement, or initiating a Chargeback for any charge that is not a Duplicate Charge, constitutes a material breach of this Agreement.
If Customer initiates a Chargeback in breach of this Agreement, Shape may, in addition to any other remedy available to it: immediately suspend or terminate Customer’s Account and all Services without notice; charge the chargeback fees, collection costs, and interest described in the Fees and Payments section of the Terms of Service; and pursue collection of all amounts owed, including amounts subject to the disputed Chargeback, notwithstanding the pendency of that dispute.
Definition of Services
The definition of services shall be any services, access, software, data, Platform(s), products, licenses, users or other similar item(s) provided by Shape as described in the Service Agreement, Terms of Service, an Order, or the “Billing & Transactions” section of the Account Settings page within the Customer’s Account, which can be found at https://secure.setshape.com/billing-transactions# (“Billing Page”) after Customer logs into their Shape account.
Refundable Amounts
In order to use certain Services titled “Usage” in the Billing Page (“Usage Services”), you may be required to make pre-payments or meet certain payment minimums (collectively “Usage Credit”) as outlined on the Billing Page, prior to using Usage Services. Your Usage Credit is debited by the amount of Usage Services your Account uses, and the remaining amount is termed “Unused Usage Credits”.
Upon cancellation of your Account, and termination of your use of all Services, the Unused Usage Credits shall be applied toward any due amounts by you to Shape, including User Licenses, CRM User Licenses, Portal Users, ShapeIQ, Statements of Work or any other fees due and the remaining amount shall be defined as the Net Unused Usage Credits.
Net Unused Usage Credits may be used in the future for any Shape Service or Product only and no refunds shall be given regarding Net Unused Usage Credits.
If you have any questions about this Refund Policy, please contact us at billing@setshape.com.