Refunds, cancellation and support
Refund window, cancellation, support response targets and the escalation path.
These policies are published in English. The English text is the authoritative version; translations are provided for convenience only.
Last updated: 2026-08-01
The registered company details for this service have not been published yet. They will appear here and in the footer as soon as they are confirmed.
Refunds
You can request a full refund within 14 days of payment if you have used no more than one search on the plan you paid for. After that, or once the plan has been used beyond that, the subscription period is not refundable.
Payments are settled in cryptocurrency through NOWPayments. A refund is returned in the same asset to the address you nominate; because exchange rates move, the refunded amount is the original asset amount, not the original fiat value. Network fees are deducted.
Credit-back for empty or failed searches
A search that fails technically, or that completes and returns no companies at all, does not consume your monthly search allowance. If it was counted anyway, write to support@shelftap.com with the search id and we will restore the credit. We do not credit back a search that returned results you did not like — the evidence for every row is shown so you can judge the output before you act on it.
Cancellation
Cancel at any time from your plan page. Cancellation stops the next renewal; it does not shorten the period you have already paid for, and your plan stays active until its expiry date. After expiry the account reverts to the Free tier and its allowances rather than being closed.
What each plan actually includes
| Plan | Searches / month | Export rows / month | AI messages / month |
|---|---|---|---|
| Free | 5 | 250 (watermarked) | 5 |
| Starter | 50 | 5,000 | 500 |
| Pro | 125 | 15,000 | 1,000 |
| Growth | 250 | Unlimited | 1,500 |
- "Export rows" are company rows counted inside the usage window, not files.
- There is no per-search result cap anywhere in the product.
- There is no seat model — one account is one user.
- There is no public API.
- No plan has an uncapped assistant; every tier has the AI message cap shown above.
Support
- Channel: support@shelftap.com and the contact form.
- Target first response: 48 business hours.
- Hours: business days only. There is no 24/7 cover and no telephone support.
- We publish no uptime SLA and offer no service credits for downtime.
Escalation
- Reply on the existing support thread asking for escalation.
- If that is not resolved within five business days, write to legal@shelftap.com with the original thread attached.
- If you are still unsatisfied, follow the Complaints route, which sets out the external bodies you can go to.
Verification and directory tiers
Paid verification and directory placement are sold by arrangement rather than through automated checkout: those tiers link to the contact form, not to a payment page. Nothing about them affects the ranking of buyer search results.