Returns & Refunds Policy

Last Updated: September 2026

1. Overview

AllShare ("we," "us," "our," or "Company") is committed to customer satisfaction. This Returns & Refunds Policy outlines the conditions under which refunds are issued, user responsibilities, and protections for both the Company and our users.

Please Note: AllShare is a software service, not a physical product. Refunds are issued for service failures, not user dissatisfaction with the platform's features or design.

2. Refund Eligibility

2.1 Eligible for Refund

You may be eligible for a full or partial refund if:

• Service Outage: The Service is unavailable for more than 24 consecutive hours due to AllShare's technical failure (not user internet issues or third-party failures).
• Data Loss: We lose or corrupt your uploaded photos/videos due to our negligence (not user deletion).
• Billing Error: You were charged twice for the same plan or charged an incorrect amount.
• Failed Features: A critical advertised feature (upload, download, sharing) does not function as described for your entire subscription period.
• Unauthorized Charges: Fraudulent or unauthorized charges to your account.
• Payment Processing Error: Your payment was processed but the plan was not activated.

2.2 NOT Eligible for Refund

Refunds will NOT be issued for:

• Change of Mind: Deciding you don't want the service after purchase.
• Feature Preferences: Disliking a feature, design, or interface choice.
• User Error: Accidentally deleting your own photos, forgetting passwords, or user-caused data loss.
• Insufficient Storage: Running out of storage space (plan limitations are clearly stated).
• Bandwidth Limitations: Large file uploads taking longer than expected due to user's internet speed.
• Browser Incompatibility: Technical issues caused by outdated browsers or unsupported devices.
• Third-Party Services: Issues caused by Stripe, Firebase, Google, or other third-party providers outside our control.
• Expired Plans: After your plan expiry date, media is deleted per our policy—no refund applies.
• Free Plan Users: The free plan carries no refund right (it's free).

3. Refund Request Process

3.1 How to Request a Refund

To request a refund:

1. Document the Issue: Take screenshots or notes of the problem (error messages, timestamps, affected files).
2. Contact Support: Email support@allshare.co.uk with:
   • Your email address and account name
   • Plan type (Bronze, Silver or Gold)
   • Purchase date and transaction ID (from confirmation email)
   • Detailed description of the issue
   • Screenshots or evidence (if applicable)
3. Response Time: We will respond within 5 business days.

3.2 Refund Evaluation

Our team will:

• Review your account logs and activity history.
• Verify the issue and determine if it qualifies for a refund.
• Attempt to resolve the issue at no cost before issuing a refund.
• Provide a detailed response explaining our decision.

3.3 Refund Timeline

Scenario	Processing Time	Refund Method
Service outage (24+ hours)	Within 5 business days of request	Original payment method (Stripe)
Data loss/corruption	Within 10 business days	Original payment method or account credit
Billing error	Within 3 business days	Original payment method
Unauthorized charge	Within 2 business days	Original payment method + fraud investigation
Failed feature	Within 7 business days	Partial refund (pro-rated) or account credit

Note: Stripe processes refunds to your bank account within 5-10 business days after we initiate the refund.

4. Refund Amount

4.1 Full Refund

A 100% refund of your plan payment will be issued if:

• The service was unavailable for the entire subscription period.
• An unauthorized charge occurred.
• A billing error resulted in double-charging.

4.2 Partial Refund (Pro-Rated)

A partial refund will be issued if:

• The service was unavailable for only part of your subscription (calculated as: (days unavailable ÷ total days) × plan cost).
• A critical feature failed for part of your subscription period.
• You requested a refund after using the service for several days (refund calculated from issue date onward).

4.3 Account Credit Alternative

Instead of a cash refund, we may offer account credit equal to your refund amount to extend your plan or upgrade. This is at our discretion and requires your consent.

5. Special Circumstances

5.1 Service Outage (AllShare's Fault)

We monitor uptime 24/7. Service outages are rare, but if they occur:

• We will notify users as soon as possible.
• We will provide status updates every 2 hours.
• Affected users automatically receive a pro-rated refund (no request necessary).

5.2 Data Loss (AllShare's Fault)

• Issue a full refund for the affected plan period.
• Attempt to restore data from backups (Firebase retains backups for 30 days).
• Provide compensation if restoration is not possible.

Not covered: Data deleted by you, lost due to third-party failures (Firebase, Google), or accidental deletion by guests.

5.3 Billing Errors

• Double-charged? Full refund of duplicate charge within 3 days.
• Wrong amount? Refund of the overcharge within 5 days.
• Unauthorized charge? Full refund + account investigation + fraud prevention measures.

5.4 Chargeback Protection

6. Conditions & Responsibilities

6.1 User Responsibilities

To qualify for a refund, you must:

• Report issues within 30 days of the subscription purchase date.
• Provide clear documentation of the problem.
• Cooperate with our support team to troubleshoot and resolve issues.
• Not attempt chargebacks before contacting us directly.

6.2 AllShare's Responsibilities

We commit to:

• Respond to refund requests within 5 business days.
• Provide transparent explanations for refund decisions.
• Process approved refunds within the timelines stated above.
• Maintain 99.5% uptime SLA (excluding maintenance windows).
• Keep automated backups of user data for 30 days after deletion.

7. 30-Day Money-Back Guarantee

This applies to genuine technical problems, not feature preferences. Examples:

• Upload functionality broken → Refund eligible
• Download not working → Refund eligible
• Sharing links broken → Refund eligible
• Don't like the interface → Not refund eligible

8. Dispute Resolution

8.1 If You Disagree With Our Decision

If we deny your refund request and you disagree:

1. Appeal: Reply to our decision email with additional evidence or explanation within 10 days.
2. Escalation: A senior team member will review your case.
3. Final Decision: We will provide a final response within 10 business days.

8.2 Stripe Disputes

If the dispute cannot be resolved with AllShare, you may file a dispute through Stripe or your payment card provider. We encourage direct resolution first.

9. Refund Restrictions

9.1 Abuse Prevention

To protect the integrity of our refund policy, we reserve the right to:

• Deny refunds to accounts with a pattern of repeated refund requests.
• Flag accounts for suspicious activity (e.g., purchasing, requesting refund, re-purchasing immediately).
• Terminate service to users who abuse the refund policy.

9.2 Account Suspension

Refunds may be withheld if your account:

• Violated our Terms of Service.
• Was used for illegal activity.
• Has outstanding chargebacks or payment disputes.

10. Plan Downgrades vs. Refunds

If you're unsure about a refund, we offer an alternative:

Situation	Refund Option	Downgrade Option
Purchased Silver but want Bronze	Full refund to payment method	Downgrade to Bronze (refund difference as account credit)
Not enough storage in plan	No refund (plan limits disclosed)	Upgrade to higher tier (prorated cost)
Minor feature not working	Partial refund if unresolved after 7 days	Account credit for next month while we fix it

11. Changes to This Policy

We may update this Returns & Refunds Policy at any time. Significant changes will be communicated to users. Your continued use of AllShare constitutes acceptance of the updated policy.

12. Contact & Support

For refund requests, questions, or disputes:

Email: support@allshare.co.uk
Response Time: Within 5 business days (usually faster)
Include: Account email, order ID, and detailed description

13. Summary Table

Refund Scenario	Eligible?	Timeframe
Service down 24+ hours	✓ Yes	Pro-rated, auto-issued
Data lost (our fault)	✓ Yes	Full refund, 10 days
Double-charged	✓ Yes	Full refund, 3 days
Feature broken (our fault)	✓ Yes	Partial/full refund, 7 days
Changed your mind	✗ No	N/A
Don't like design	✗ No	N/A
User error/deleted own data	✗ No	N/A
Out of storage	✗ No (plan limits disclosed)	Upgrade available instead

Disclaimer: This policy is governed by English law. In case of legal disputes, UK courts have jurisdiction.