ShadowPilot Refund Policy
1 General rule
All subscription fees, trial fees, and minute purchases are non-refundable. ShadowPilot is delivered digitally and is treated as fully supplied once your account is activated, the application is downloaded or launched, a session is started, or any interview minutes are consumed.
Before you rely on ShadowPilot in a real interview, use the test session included with your plan to confirm that the application installs, that audio is captured correctly, and that answers are generated on your device. That test is the point at which compatibility problems should surface.
2 The technical fault exception
We will consider a refund in one circumstance only: a technical fault in ShadowPilot prevented the Service from functioning on your computer, and you report it with video evidence within 24 hours of the charge.
Requests that meet the 24-hour deadline and include usable evidence are reviewed individually by our team. Meeting the requirements makes a request eligible for review. It does not guarantee a refund, and the outcome of the review is at our reasonable discretion.
3 What your video must show
A screen recording, taken on the machine where the problem occurs, showing all of the following:
- ShadowPilot open on your device, with the failure occurring on camera.
- Any error message, crash, or blank state in full, without cropping.
- Enough of the session for us to see what you did and what the application did in response.
- Your operating system and version, and the ShadowPilot version shown in the application.
Screenshots alone, still images, descriptions without a recording, or recordings taken on a phone pointed at a screen where the interface is not legible are not sufficient. We may ask for diagnostic logs or a short follow-up recording before completing our review.
4 How to submit a request
- Email support@shadowpilot.co from the address on your account.
- Use the subject line “Refund request” and include the date of the charge and the last four digits of the card used.
- Attach the video, or include a working link to it that does not require an account to view.
- Describe what you expected to happen and what happened instead.
The 24-hour window runs from the time of the charge, not from the time you noticed the charge or the time of your interview. Requests received after that window are not eligible under this policy.
5 What does not qualify
The following are outside this policy and are not refundable:
| Situation | Why |
|---|---|
| Change of mind, or deciding the Service is not for you | The Service was delivered and available to you. |
| Forgetting to cancel before a renewal | Renewal dates are shown in your billing dashboard and you can cancel at any time. |
| Not using the Service, or using fewer minutes than your plan includes | Plans are priced for access, not consumption. Unused minutes are not refunded. |
| Being detected by screen-share software, proctoring tools, or an interviewer | Third-party detection behavior is outside our control and is expressly not warranted in our Terms. |
| Answer quality, accuracy, tone, or relevance | AI output is probabilistic and is never guaranteed to be correct or suitable. |
| Slow answer generation, latency, or transcription errors | Performance depends on your network, hardware, microphone, audio routing, accents, and background noise. |
| Not receiving an interview, an offer, or a job | We do not guarantee any career outcome. |
| Consequences of using the Service, including rescinded offers or disciplinary action | Responsibility for your use sits with you under the Terms of Service. |
| Accounts suspended or terminated for breach of the Terms of Service | Access ended because of the breach. |
6 Unsupported systems
We publish the supported operating systems and minimum requirements on our website. We do not refund purchases made for a device, operating system, or configuration outside those requirements. Check them before purchasing, and use your test session to confirm compatibility.
7 Review, timing and payment
- We aim to acknowledge refund requests within 48 hours of receipt.
- We may request additional information. If we do, the review pauses until you reply.
- Approved refunds are issued to the original payment method within 5 to 7 business days of approval. Your bank or card issuer may take longer to post the credit.
- Approved refunds cover the disputed charge only. Earlier billing periods are not reopened.
- Where a refund is approved, your access and any remaining minutes may be revoked.
8 Cancellation
You can cancel at any time from your account settings, and there are no cancellation fees. Cancelling stops future renewals. It does not refund the current billing period. We do not issue pro-rata refunds for partial periods. Your access continues until the end of the period you have already paid for.
9 Top-up minutes
Additional interview minutes are a one-time purchase and are added to your balance immediately. Once any part of a top-up balance has been used, that purchase is final. An unused top-up purchased within the previous 24 hours may be considered under the technical fault exception in Section 2 on the same terms as a subscription charge.
10 Chargebacks
If you believe you have been billed incorrectly, contact us first. We will investigate and correct genuine billing errors, including duplicate charges and charges after a confirmed cancellation, regardless of the 24-hour window in Section 2.
Filing a chargeback or payment dispute without contacting us first may result in immediate suspension of your account and loss of any remaining minutes. We may present our records of account activity, session logs, login history, and minute consumption to your payment provider as evidence of delivery.
11 Statutory rights
Nothing in this policy limits any right you have under mandatory consumer protection law in your country, and where such a law gives you a greater right, that law applies.
If you are a consumer in the European Union or the United Kingdom, you normally have 14 days to withdraw from a distance contract. Because ShadowPilot is digital content supplied immediately, you are asked at checkout to consent to immediate supply and to acknowledge that you lose that right of withdrawal once supply begins. Where you have given that consent and supply has begun, the withdrawal right no longer applies.
12 Contact
Refund requests and billing questions:
Use our contact form, or email us directly:
ShadowPilot
Email: support@shadowpilot.co
We may update this policy from time to time. The version in effect on the date of your charge is the version that applies to that charge.