Refund Policy

At ShoreKit, we stand behind our platform and want you to be completely satisfied with your purchase. This Refund Policy outlines the circumstances under which we provide refunds, in compliance with Singapore's Consumer Protection (Fair Trading) Act and applicable Malaysian consumer protection laws.

1. Digital Services & Consumer Rights

As a provider of Software-as-a-Service (SaaS) and digital examination services, we operate under specific regulations regarding digital products. Under Singapore's Consumer Protection (Fair Trading) Act and Malaysia's Consumer Protection Act 1999:

• Digital services are considered "consumable" once accessed - similar to downloading software or streaming content
• The right to withdraw/cancel may be limited once service delivery has commenced
• We provide free trials or demonstration periods where possible before purchase
• We offer a money-back guarantee to protect consumer interests (see Section 2 below)

By purchasing our services, you acknowledge that you have had the opportunity to review our platform features and understand the digital nature of our products.

2. Money-Back Guarantee

We are confident you'll love ShoreKit. That's why we offer these money-back guarantees:

Monthly Subscription Plans

• 14-day money-back guarantee for first-time subscribers
• If you're not satisfied within 14 days of your initial purchase, request a full refund
• After 14 days, monthly subscriptions are non-refundable but can be cancelled anytime

Annual Subscription Plans

• 30-day money-back guarantee for first-time annual subscribers
• Cancel within 30 days for a full refund
• After 30 days: Prorated refunds available for unused months (minus a $10 processing fee)
• Example: Cancel after 4 months → refund for remaining 8 months (minus $10 fee)

Exam & Certificate Fees (Important)

3. How to Request a Refund

To request a refund, please follow these steps:

• Step 1: Contact us at shorekit@shorekit.com with the subject line "Refund Request"
• Step 2: Include your account email, purchase date, and reason for refund
• Step 3: Our team will respond within 2-3 business days
• Step 4: If approved, refund will be processed through Paddle within 5-10 business days

For faster processing, you may also log into your Paddle Customer Portal and request a refund directly.

4. How Paddle Handles Refunds

ShoreKit uses Paddle as our Merchant of Record. This means:

• All refund requests are reviewed by ShoreKit first
• Approved refunds are processed through Paddle's secure system
• Paddle handles the actual money transfer back to your original payment method
• Refunds typically appear in your account within 5-10 business days (depending on your bank)
• You can track refund status via Paddle's customer portal

Paddle's role as Merchant of Record also means they handle any disputes or chargebacks on our behalf, in accordance with their Refund Policy.

5. Non-Refundable Items

The following items are generally non-refundable:

• Exam fees - once accessed or started (as noted above)
• Discounted or promotional purchases - unless otherwise stated
• Custom development or consulting services - already rendered
• Third-party add-ons or integrations - subject to those providers' policies
• Months of service already used - even if you cancel mid-month
• Setup or onboarding fees - once onboarding has commenced

6. Subscription Cancellation & Auto-Renewal

Understanding our cancellation policy is important:

• You may cancel your subscription at any time from your account dashboard
• Cancellation takes effect at the end of your current billing period
• No partial refunds for unused time in the current billing period (except annual plans - see Section 2)
• You will continue to have access until your paid period ends
• We will send a reminder email 7 days before any automatic renewal

7. Technical Issues & Service Failures

If you experience technical problems that prevent you from using our service:

• Contact our support team immediately at shorekit@shorekit.com
• We will make reasonable efforts to resolve the issue within 48 hours
• If we cannot resolve a major service disruption within 5 business days, you may request a prorated refund for the affected period
• Minor bugs or feature delays do not qualify for refunds
• Examination technical issues: We will investigate and may offer a free retake (not a refund)

8. Consumer Protection Information (Singapore & Malaysia)

🇸🇬 Singapore Consumers

Under Singapore's Consumer Protection (Fair Trading) Act (CPFTA):

• Unfair practices include false claims, misleading conduct, and pressure selling
• If we engage in an unfair practice, you may seek remedies including refunds
• Lemon law protection (for goods) does not apply to digital services/SaaS
• Disputes may be referred to the Small Claims Tribunal (claims up to SGD 20,000)

Contact CASE (Consumers Association of Singapore) for dispute assistance: www.case.org.sg

🇲🇾 Malaysia Consumers

Under Malaysia's Consumer Protection Act 1999 (CPA 1999):

• You have the right to goods/services of acceptable quality
• Digital services are covered under the Act
• For defective services, you may request a remedy (refund, re-performance, or price reduction)
• Disputes may be filed with the Tribunal for Consumer Claims Malaysia (TTPM)

Contact the Ministry of Domestic Trade and Consumer Affairs (KPDN) for assistance.

9. Chargebacks & Payment Disputes

We take payment disputes seriously. Please follow this process:

• Always contact us first before filing a chargeback with your bank
• We will attempt to resolve any issue to avoid chargeback fees
• If you file an unwarranted chargeback, we reserve the right to suspend your account
• Accounts with unresolved chargebacks will be permanently suspended
• If we lose a chargeback dispute, you forfeit any refund rights and may be liable for fees

Because we use Paddle as Merchant of Record, chargebacks are handled by Paddle's dispute resolution team.

10. Refund Abuse Prevention

To protect against refund abuse:

• We track refund requests by account, email, IP address, and payment method
• Multiple refund requests may result in denial of future refunds
• "Trial hopping" (repeated signups for free trials) is prohibited and may result in account termination
• We reserve the right to refuse service to anyone with a history of refund abuse

11. Changes to This Refund Policy

We may update this Refund Policy from time to time. When changes are made:

• The "Last Updated" date at the top will be revised
• For material changes, we will notify you via email
• Continued use of our services after changes constitutes acceptance of the new policy
• If you do not agree with changes, you may cancel your subscription

12. Dispute Resolution & Governing Law

Any disputes arising from this Refund Policy shall be resolved as follows:

• Governing Law: Laws of Singapore (regardless of your location)
• Informal Resolution: We will attempt to resolve disputes amicably within 14 days
• Mediation: If unresolved, parties agree to mediation before legal action
• Jurisdiction: Courts of Singapore have exclusive jurisdiction

13. Contact Us

For all refund-related inquiries, please contact us at:

• Email: shorekit@shorekit.com (use subject: Refund Request)
• Response Time: Within 2-3 business days
• Billing Inquiries: shorekit@shorekit.com

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