Purpose #
This article defines how refunds and disputes are handled at Shopstars. It explains the conditions under which refunds are possible, how billing errors are corrected, how disputes are raised and resolved, and what clients should expect during the review process. The goal is to provide a clear, authoritative reference so that any billing concern can be managed consistently and without ambiguity.
Refund Policy #
Fixed-Price Packages
Refunds are not available once work has started on a package. Shopstars allocates resources immediately after payment is received, including project management, scheduling, and technical setup. Since costs are incurred from day one, refunds cannot be granted once a project is in progress. Clients should review package details carefully before purchase to ensure the scope fits their needs.
Monthly Retainers
Refunds are not available for unused time in a billing cycle. Retainer hours reserve capacity with developers, designers, and strategists, and that capacity cannot be reassigned if not used. Clients are encouraged to plan work evenly across the cycle to maximize value.
Custom Projects
For milestone-based projects, refunds are not offered for milestones already completed and approved. If a milestone is not yet started and the client chooses to cancel, Shopstars will void the corresponding invoice. Deposits are non-refundable.
Billing Errors
If a duplicate charge or incorrect amount is billed, Shopstars will issue a correction immediately. This may be handled through a refund to the original payment method, a corrected invoice, or a credit toward the next billing cycle, depending on the client’s preference and accounting requirements.
Raising a Dispute #
Where to Raise
All disputes must be logged in Basecamp under the Billing thread for the project. This ensures there is a complete record of the issue, tied directly to the project’s billing history. Disputes raised by email or Slack are not considered official until they are documented in Basecamp.
Information Required
When raising a dispute, the client should provide:
- Invoice number
- Date of the charge in question
- Payment method used (Stripe, PayPal, ACH, Wire, IBAN/SEPA)
- A clear description of the issue (duplicate charge, incorrect amount, service not received, etc.)
Providing complete information allows Shopstars to review the dispute without delays.
Review Process #
Acknowledgement
The Project Manager acknowledges the dispute within one business day and confirms that it has been logged for review.
Investigation
Shopstars leadership reviews the disputed invoice, payment record, and associated Basecamp history. If the dispute involves scope or delivery concerns, the relevant milestones and approvals are also reviewed.
Resolution Timeline
All disputes are resolved within five business days unless additional information is required from the client or payment processor. If more time is needed, the client will be informed of the expected timeline.
Outcomes
Possible outcomes include issuing a refund, applying a credit toward future services, correcting an invoice, or confirming that the original charge was accurate. The outcome is documented in Basecamp for transparency.
Chargebacks #
Shopstars encourages clients to resolve billing concerns directly rather than filing chargebacks through Stripe, PayPal, or banks. Chargebacks slow the resolution process and may temporarily restrict services. If a chargeback is filed without prior discussion, Shopstars will provide the payment processor with the Basecamp record showing invoices, approvals, and communications. Clients are strongly advised to raise disputes in Basecamp first for the fastest resolution.
Summary #
Refunds are limited to billing errors or unstarted milestones. Packages and retainers are non-refundable once work begins or hours are allocated. Disputes must be raised in Basecamp with full details and are reviewed within five business days. Outcomes are documented for transparency, and chargebacks should be avoided in favor of direct resolution.
