Refunds and cancellations

This policy distinguishes paid Shovva plans supplied by SHOVVA LTD from products, bookings, tickets and memberships sold by businesses using Shovva. Native payments are processed through Stripe. Purchases through an external checkout are also subject to that seller’s and provider’s terms.

Non-refundable does not mean no legal rights. A change-of-mind exclusion cannot remove a refund or other remedy required by law, including applicable rights for faulty, misdescribed, cancelled or undelivered purchases.

Paid Shovva plans

You can stop renewal from the billing area of your creator dashboard or its Stripe billing portal. Cancellation normally leaves paid features available until the end of the paid period. Any immediate downgrade option will explain when features end.

Outside your statutory rights, the current paid billing period is generally non-refundable for a change of mind, non-use or a decision to cancel renewal, unless we agree otherwise. Incorrect or duplicate charges should be reported to us.

If you buy as a consumer, an applicable statutory cooling-off period and other consumer remedies remain available. Simply purchasing a plan, signing in or using the dashboard does not automatically waive those rights. Any deduction for services supplied during a cancellation period must satisfy the legal requirements. See section 6 of our Terms.

Memberships sold by a business

The business selling the membership is responsible for its promised benefits and customer remedies. Cancel future renewals from My Memberships or the available Stripe billing portal. Customer-initiated cancellation normally takes effect at the end of the period already paid for.

Outside statutory rights or a more generous seller policy, cancellation does not normally refund the current membership period. Where a consumer cooling-off right applies, deductions or exceptions depend on what is supplied and the legally required information and consent. Accessing membership content alone is not a blanket waiver.

If a business closes its page

When a business deletes a page with active paid memberships, associated subscriptions are cancelled to stop future renewals. A member is entitled to a pro-rata refund of the unused current paid period, subject to any greater legal entitlement.

Shovva attempts to process the refund through Stripe. Incomplete payment records, unusual invoices or provider problems can require manual review. An unresolved automatic attempt does not remove the member’s entitlement. Contact the seller or Shovva support about an outstanding refund.

Digital downloads and other digital content

An immediately supplied digital download may be non-refundable for a change of mind once the relevant cancellation right has been lost lawfully. This requires the applicable express consent to immediate supply, acknowledgement of the loss of the cancellation right and contract confirmation. The native digital-product checkout collects consent for this purpose.

Downloading or opening a file does not remove remedies for faulty, misdescribed or undelivered content. External checkout arrangements must meet their own applicable requirements.

Bookings, events and deposits

Read the seller’s cancellation and rescheduling terms before booking. Certain date-specific leisure activities, event tickets, accommodation and catering bookings can be outside the usual statutory cooling-off rules. This exception does not apply automatically to every appointment or service sold through Shovva.

A clearly disclosed and lawful cancellation or no-show charge may apply. Calling a deposit non-refundable does not make an unfair or disproportionate charge enforceable. A cancelled event or a service the seller fails to supply may still give the customer a refund or other remedy.

Physical products

Consumer distance purchases generally carry cancellation rights. Exceptions can apply, including genuinely personalised goods, certain perishables and qualifying sealed hygiene goods after opening. The seller must explain any applicable exception before purchase. Exceptions to change-of-mind cancellation do not remove remedies for faulty or misdescribed goods.

Tips and donations

Genuine voluntary tips and donations are generally not refunded simply because the supporter changes their mind. Contact the recipient or support about an incorrect, duplicate or unauthorised payment. Applicable legal rights and payment-provider requirements remain unaffected. Calling a payment a donation does not make it one if it is actually the price of goods or services.

Platform fees and Stripe fees

Shovva’s seller-facing transaction fee is normally retained when a creator chooses to refund a customer or closes a membership. Retaining this fee does not reduce a refund legally due to the customer: the seller remains responsible for the customer refund. Different treatment may apply to automatic refunds of payments that cannot be fulfilled, an incorrect fee, a payment-provider requirement, or a refund required by law. The relevant refund information or support team can confirm the fee treatment for the transaction.

Stripe’s processing and dispute fees are separate and follow Stripe’s terms. A payment or fee becoming available for payout does not remove later refund, dispute or other legal obligations.

Refund processing and payment disputes

A refund request, a pending Stripe refund and a completed refund are different states. Bank arrival times depend on the payment method and provider. If a refund fails or requires action, it needs follow-up; a submitted request alone is not confirmation that the customer has received the funds.

Access changes depend on the product, the amount refunded and the outcome of the dispute. A partial refund does not automatically mean every purchased entitlement ends. Contacting support may help resolve an issue, but you do not have to give up your right to contact your bank or payment provider.

Failed membership renewals

Stripe may retry an unsuccessful renewal payment. Access may pause or end if payment remains unresolved, according to the membership’s payment and access status. Use the available billing tools to update payment details or contact the seller for help.

Contact

For a purchase from a business, contact that business first where practical. For Shovva billing, an outstanding closure refund or help identifying the responsible seller, email [email protected] or use our contact page. Include the relevant receipt or order reference.