1. Scope
This policy explains when ClaimShielded will refund fees you have paid us, and how the refund process works in practice. It applies to all paid subscriptions, success-fee billing lines and one-time service charges executed under an Order Form with ClaimShielded Inc.
2. Subscription fees
Monthly subscription fees are billed in advance and are non-refundable once the billing period has begun, except where explicitly required by law or where the platform has been continuously unavailable for more than three business days in a calendar month, in which case a prorated credit will be issued automatically against your next invoice.
If you cancel mid-term, you continue to have access through the end of the current billing period. No refund is issued for the unused portion of the period, but you will not be billed again.
Annual prepaid subscriptions are refundable on a prorated basis within the first 30 days, less any success fees already earned and less any one-time onboarding fees you accepted at signature.
3. Success fees
Success fees are billed only on revenue we have already recovered, intercepted or prevented on your behalf. Because the underlying recovery has already occurred, success fees are not refundable in the normal course of business.
If a representment we won is subsequently reversed by the issuer through pre-arbitration or arbitration, we will automatically refund the corresponding success fee on the next invoice cycle. You do not need to ask — the reversal is tracked in your dashboard and reflected in the next bill.
4. Service-level credits
Customers on Growth and Enterprise plans are eligible for service-level credits when the platform misses the response, processing or uptime targets defined in your SLA addendum. Credits are calculated automatically each month, posted to your account, and applied against the next invoice. You can also request them as a cash refund within 90 days of issuance.
5. How to request a refund
If you believe you are entitled to a refund or credit that has not been issued automatically, contact your customer success manager or email support@claimshielded.com with:
- The invoice number and line item in question
- The reason for the request
- Any supporting evidence (representment outcome, downtime records, processor statement, etc.)
We will acknowledge inside two business days and resolve inside ten business days. Disputed items must be raised within 30 days of invoice receipt to preserve eligibility.
6. Timing of refunds
Approved refunds are issued back to the original payment method within 14 calendar days of approval. For ACH and wire payments where return to source is impractical, refunds may be issued by check or applied as account credit, with your prior written agreement.
7. Chargebacks filed against ClaimShielded
If you believe a fee was billed in error, please contact us first. Filing a chargeback before contacting us creates work for both sides and slows your refund — and our chargeback team is, as it happens, fairly good at responding to them. We commit to a fast, fair internal review for any disputed invoice raised through the channels listed above.
8. Questions
Email support@claimshielded.com. We answer billing questions in business hours (Mon–Fri 8a–7p EST) and respond inside one business day.