One of the most commonly asked questions is "How do I request a refund?".

Shells offers a 7 day refund policy shoudl you find that Shells is not suitable for you or your usage case.
If you have purchased your new Shells within this time frame, please send an email to our Support team who will action your request.

There are certain conditions which do not qualify for refunds to prevent abuse. These are:

• You account is over 7 days old.
• Your account auto renewed and you are requesting a refund of the renewal charge.
• You have received a refund within the last 3 months.
• Your account has been terminated by Shells.com due to breach of the Terms of Service.

Please Note: Refund requests must be requested by the Support portal. or by emailing the Customer Support Team.

We cannot action a refund request via live chat and you will be referred to submit a ticket should you contact support via live chat for a refund. If a request is made from an email address not associated with an account, you will be asked to verify the account email. No refund will be actioned without verification and if 3 days passes after a verification request, we will close the refund request accordingly due to no contact.

Refunds for accounts generated through the Apple Store (iOS) or Google Play (Android) need to request a refund using the relevant platform. Customer Support cannot give refunds to account generated using these platforms as per the Terms of Service of the platforms.

If it is past this time frame a refund is no longer possible, instead, you may cancel your Shells subscription anytime from your Shells console, and you account will terminate at the end of the billing period.