Billing
Refund policy & how to request one
The short version: you get a full refund if you ask within 14 days of your first charge. After that, payments are non-refundable. Here's exactly how to do it and what to expect.
TL;DR
- ✓ Email matthew@shovelradar.com within 14 calendar days of your first charge.
- ✓ Subject line: Refund request. No explanation needed — but a sentence on why helps us improve.
- ✓ Refund processed within 1–3 business days. Appears on your card in 5–10 business days (Stripe timeline).
- ✗ After day 14, or on any subsequent month, refunds are not available.
How to request a refund — step by step
Check you're within the 14-day window
Count 14 calendar days from the date of your first Stripe charge (not your sign-up date — the payment date). You can find this in the Stripe receipt email with subject "Your Shovel Radar receipt." If today is within that window, you're eligible.
Email matthew@shovelradar.com
To: matthew@shovelradar.com
Subject: Refund request — [your company name]
Hi Matthew,
I'd like to request a refund on my Shovel Radar subscription.
Email used for sign-up: [your email]
Company name: [company name]
First charge date: [date from Stripe receipt]
[Optional: a sentence on what didn't fit — helps us improve]
No long explanation required. We honour every refund request within the window, no questions asked.
We confirm + cancel + issue the refund
We'll reply within 4 business hours (same day if it's during Canadian business hours). We'll confirm the refund amount, cancel your subscription immediately so you're not billed again, and issue the refund via Stripe to your original payment method.
Money returns to your card
Stripe processes the refund immediately on our end. Depending on your bank, the credit appears on your statement within 5–10 business days. You'll receive a Stripe refund receipt by email confirming the amount.
Edge cases
Annual plans
Same 14-day window from the date of the annual charge. After day 14, the annual plan is non-refundable but you can cancel at any time to prevent auto-renewal at year-end. Your access continues through the end of the prepaid period.
Multiple products / bundles
Each product has its own 14-day window from its own first charge date. If you purchased a bundle, the refund covers the full bundle amount. If you added an individual product later, the refund window for that product starts from when it was first charged.
Resubscriptions
The 14-day window applies only to the first paid month per business entity per product. If you previously subscribed, cancelled, and resubscribed, the second subscription is not eligible for the 14-day refund.
Billing errors
If you were charged an incorrect amount (wrong price, duplicate charge), contact us within 7 days of the charge regardless of the 14-day window. We'll review and correct any billing errors promptly.
Québec residents
In addition to Shovel Radar's 14-day refund policy, Québec subscribers may have additional rights under the Loi sur la protection du consommateur (LPC). If you have a concern that isn't addressed by the above, email matthew@shovelradar.com and we will address it in good faith. You may also contact the Office de la protection du consommateur.
After day 14 — still dissatisfied?
We can't issue a refund, but we want to fix the problem. Email us — if there was a data quality issue, a delivery failure, or a product that was materially mis-described, we'll make it right with an extension, a swap to a better-fit product, or another resolution. We'd rather lose a month than lose a customer to a bad experience.
What happens to your data after a refund
When your subscription is cancelled as part of a refund:
- · Your portal access is revoked immediately.
- · Your personal information (name, email, company) is retained in our records for 24 months as required by our Privacy Policy and tax record obligations, then deleted or anonymized.
- · Stripe transaction records are retained for 6 years as required by Canadian tax law; we cannot delete these but they are isolated from marketing systems.
- · You may request complete deletion of your data at any time via our Privacy Policy deletion flow.
Ready to request?
Just email us. We respond within 4 business hours.
Email refund requestOr read the full policy in our Terms of Service (Section 5).