IMPORTANT: This Fee and Refund Policy explains the fees ShieldPort may charge and how refunds are generally handled between Clients and Providers. It is incorporated by reference into the ShieldPort Terms of Service and should be read together with the Terms of Service, Privacy Policy, and Compliance & Regulatory Statement.
1. Purpose and Scope
This Policy describes ShieldPort's general approach to Platform fees, billing, and refunds for Projects, Orders, and direct ShieldPort Services. It does not apply to third-party affiliate travel, concierge, or product transactions, which are governed by the independent provider's own pricing, payment, and refund terms as described in Section 13 below. Specific amounts, currencies, and conditions for a particular fee or transaction will be disclosed before the relevant commitment, consistent with Section 9 of the Terms of Service, and control over the general descriptions in this Policy where they differ.
2. Relationship to the Terms of Service
Capitalized terms not defined in this Policy have the meaning given in the ShieldPort Terms of Service. This Policy supplements, and does not replace, Sections 9 and 10 of the Terms of Service governing fees, billing, payments, payouts, refunds, and disputes between users.
3. Categories of Platform Fees
- Service fee. A percentage or fixed amount charged to a Client, a Provider, or both on a completed transaction, disclosed at checkout or in the Order.
- Transaction and processing fee. An amount charged by ShieldPort or a Payment Provider to process a payment, payout, or currency conversion.
- Subscription or listing fee. A recurring fee for an optional membership tier, featured listing, or premium marketplace placement, where offered.
- Currency-conversion fee. A spread or fee applied when a payment or payout is converted between currencies, generally set by the applicable Payment Provider.
- Direct ShieldPort service fee. Fees for consulting, e-commerce management, advertising, or other Services ShieldPort provides directly, as stated in the applicable Order or separately executed agreement. ShieldPort does not charge a fee that is not disclosed before the relevant transaction or commitment, except a fee required by law, such as an applicable tax.
4. Client Fees and Billing
A Client authorizes the fees and payment instructions it initiates, including disclosed taxes and platform or transaction fees, when it funds a Milestone, accepts an Offer, or otherwise places an Order. Fees are generally charged at the time of Order formation, Milestone funding, or delivery, as disclosed for the applicable feature.
5. Provider Fees and Payouts
A Provider's payout for a completed and accepted Milestone or Order is generally the agreed price less any disclosed service fee, unless the Order states that the Client bears the full service fee. Payouts are subject to the payout schedule, verification, and reserve provisions described in Section 9.4 of the Terms of Service, and to the timing and methods made available by the applicable Payment Provider.
6. Milestones and Holds
For a Milestone Order, funds for a Milestone are generally authorized or held when the Milestone is funded and released to the Provider upon the Client's acceptance or the expiry of the applicable review period described in Section 6 of the Terms of Service. Funding one Milestone does not obligate a Client to fund a future, unfunded Milestone unless the Order expressly states otherwise.
7. General Refund Principles
- Case-by-case review. Refund eligibility depends on the Order's terms, completion status, the nature of the issue raised, and applicable law. ShieldPort does not guarantee a particular refund outcome.
- Direct resolution first. Clients and Providers should first attempt to resolve a disagreement directly and in good faith, consistent with Section 10 of the Terms of Service, before requesting ShieldPort's involvement.
- Supporting information required. A refund request should include the Order reference, a description of the issue, and relevant messages, Deliverables, or records supporting the request.
8. Typical Refund Scenarios
- Non-delivery. Where a Provider fails to deliver the agreed Deliverables by the applicable deadline without a lawful excuse, a Client may generally be eligible for a refund of the undelivered portion of a Milestone.
- Material nonconformity. Where a delivered Milestone materially fails to meet the Order's stated requirements and the Provider does not cure the defect within a reasonable period after notice, a partial or full refund of the affected Milestone may be available.
- Provider-initiated cancellation. Where a Provider cancels for reasons within its control, unearned amounts for the cancelled portion of the Order are generally refunded to the Client, subject to amounts already earned for properly performed work.
- Client-initiated cancellation. Where a Client cancels without cause after work has begun, the Provider generally remains entitled to payment for properly performed and documented work through the cancellation date, and any unearned balance is generally refunded to the Client.
- Duplicate or erroneous charges. A duplicate charge, an amount charged in error, or an unauthorized transaction may be corrected or refunded upon verification.
9. Amounts Generally Not Refunded
A completed and accepted Milestone is generally non-refundable once accepted, except where fraud, a material breach discovered after acceptance, or mandatory law requires otherwise. Platform service fees on a completed transaction are generally non-refundable even where a partial refund of the underlying Order amount is issued, unless the fee itself was charged in error or applicable law requires its return.
10. How Refunds Are Issued
An approved refund is generally returned to the original payment method through the applicable Payment Provider. Processing time depends on the Payment Provider, the payment method, and the user's financial institution, and is not fully within ShieldPort's control. Where a direct refund to the original method is not available, ShieldPort or the Payment Provider may issue the refund by another reasonable method disclosed to the user.
11. Chargebacks and Payment Disputes
A user should attempt to resolve a billing concern with ShieldPort or the relevant Provider before initiating a chargeback with a card issuer or Payment Provider. Initiating a false, retaliatory, or abusive chargeback for properly delivered and accepted work is prohibited under Section 9.3 of the Terms of Service and may result in account restriction and recovery of the disputed amount. Nothing in this Policy limits a lawful right to dispute a genuinely unauthorized or incorrect transaction with a card issuer or Payment Provider.
12. Taxes
Fees and refunds described in this Policy are generally exclusive of applicable taxes unless stated otherwise. Users remain responsible for their own tax obligations as described in Section 9.5 of the Terms of Service.
13. Affiliate Travel, Concierge, and Product Transactions
ShieldPort's travel, accommodation, cruise, car-rental, tourism, concierge, and selected product features are affiliate, referral, informational, or redirect features only. A booking, purchase, or payment made through an affiliate link is a transaction with the independent third-party provider, not with ShieldPort. Refunds, cancellations, and payment disputes for those transactions are governed entirely by the third-party provider's own terms and must be requested directly from that provider. This Fee and Refund Policy does not apply to those transactions.
14. Subscription and Recurring Fees
Where ShieldPort offers a subscription, membership, or other recurring fee, the applicable billing period, renewal terms, and cancellation method will be disclosed before purchase. A subscription may generally be cancelled through the account settings or by contacting [email protected], and cancellation stops future renewal charges but does not itself refund amounts already properly charged for a completed billing period, unless required by applicable law.
15. Changes to This Policy
ShieldPort may update this Policy to reflect changes in fees, Payment Providers, features, or legal requirements. The revised Policy will state its effective date and will be made reasonably accessible through the Platform before it applies to a new transaction, consistent with Section 1 of the Terms of Service. A change will not retroactively alter the fee or refund terms already disclosed for a completed transaction.
16. Contact Information
For a billing question or refund request, contact:
A Delaware limited liability company
Registered Office: 16192 Coastal Highway
Lewes, Delaware 19958, United States
Billing and legal email: [email protected]
General support: [email protected]
Website: https://shieldportglobal.com