Refund & Termination Policy

ShipSmarter provides a multi-tenant shipping management platform that connects resellers and their clients with courier services, primarily FedEx. Due to the nature of shipping logistics, courier companies may retroactively apply charges to shipments days or weeks after they are created. These charges include but are not limited to address corrections, dimensional weight adjustments, residential delivery surcharges, and return-to-sender fees.

To ensure all parties are protected from unexpected financial obligations, we enforce a structured termination and refund process that accounts for these delayed charges.

You may request termination of your ShipSmarter account at any time by contacting our support team at [email protected] or through your account settings. Upon receiving your termination request:

• Your account will be marked for termination and new shipment creation will be disabled.
• The 30-day hold period begins from the date of your termination notice or your last shipping activity, whichever is later.
• During the hold period, you retain read-only access to your shipment history, tracking information, and account data.
• After the hold period concludes and all outstanding charges are settled, your account will be fully closed.

Example: If you submit a termination request on April 1 but your last shipment was created on April 10, the 30-day hold period begins on April 10 and ends on May 10. Conversely, if your last shipment was on March 15 and you submit termination on April 1, the hold begins on April 1 and ends on May 1.

Courier companies such as FedEx routinely apply retroactive charges to shipments after they have been created and delivered. These post-shipment adjustments can occur up to 21 business days (approximately 30 calendar days) after the shipment date. Common reasons include:

Without the hold period, an account could be closed and a refund issued, only for additional courier charges to appear afterward with no means of recovery. The 30-day hold protects both you (from unexpected debt collection) and ShipSmarter (from unrecoverable costs).

Once the 30-day hold period has concluded, we will perform a final account reconciliation:

1. Final Audit: We review all shipments created during your account's lifetime for any outstanding or pending courier adjustments.
2. Charge Settlement: Any additional charges that appeared during the hold period are deducted from your account balance.
3. Refund Issuance: If your account has a positive remaining balance after all charges are settled, a refund will be issued to your original payment method within 10 business days.
4. Outstanding Balance: If your account has a negative balance (charges exceed your deposited funds), you will be invoiced for the remaining amount. Payment is due within 14 days of the invoice date.

During the 30-day hold period, any new charges applied by the courier to your shipments will be deducted from your account balance. You will receive email notifications for each adjustment, including:

• The shipment tracking number affected
• The nature of the adjustment (e.g., weight correction, address correction)
• The amount charged
• Your updated account balance

You may dispute any charge during the hold period by contacting support. Disputed charges will be investigated with the courier, and the hold period may be extended if a dispute is pending resolution.

If you have prepaid shipping credits or a positive account balance at the time of termination:

• Prepaid credits are non-transferable and cannot be converted to cash during the hold period.
• After the hold period and final reconciliation, any remaining prepaid balance will be refunded minus any outstanding charges.
• Promotional credits, bonus credits, or credits received as part of a referral program are non-refundable and will be forfeited upon account closure.
• Credits purchased directly (top-ups) are eligible for refund after the hold period, subject to the settlement process described in Section 5.

If you are on a paid subscription plan:

• Your subscription will not auto-renew after you submit a termination request.
• You will retain access to your current subscription tier's features until the end of the current billing cycle.
• No prorated refunds are issued for partial billing periods. If you cancel mid-cycle, you retain access until the cycle ends.
• The 30-day hold period applies independently of your subscription cycle. Even if your subscription has ended, the hold period must complete before final account closure.

Reseller accounts are subject to additional considerations due to the multi-tenant nature of the platform:

• When a reseller terminates their account, all sub-accounts (clients) under that reseller will also be subject to termination.
• The 30-day hold period for a reseller account is calculated from the latest activity across all sub-accounts, not just the reseller's own activity.
• Resellers are responsible for notifying their clients of the impending account closure.
• Outstanding balances owed by sub-accounts to the reseller are between the reseller and their clients. ShipSmarter is not responsible for collecting or mediating these debts.
• The reseller's FedEx credential associations will be deactivated upon the start of the hold period.

ShipSmarter reserves the right to terminate accounts involuntarily for the following reasons:

• Violation of our Terms of Service or Acceptable Use Policy
• Fraudulent activity, including but not limited to shipping fraud, identity misrepresentation, or payment fraud
• Persistent non-payment of outstanding balances
• Abuse of the platform, API, or courier services
• Legal or regulatory requirements

In cases of involuntary termination, the 30-day hold period still applies. However, ShipSmarter may freeze account funds immediately and withhold refunds pending investigation. If the account is terminated due to fraud, all balances may be forfeited.

If you disagree with any charges applied during or after the hold period, you may file a dispute:

1. Contact our support team at [email protected] with the subject line "Charge Dispute - [Your Account ID]".
2. Include the tracking number(s) in question and the reason for your dispute.
3. We will investigate with the courier and respond within 5 business days.
4. If the dispute is resolved in your favor, the charge will be reversed and your balance adjusted accordingly.
5. If the dispute requires extended investigation, the hold period may be extended until resolution.

In certain circumstances, ShipSmarter may, at its sole discretion, modify the standard termination and refund process:

• New accounts with no shipments: Accounts that have never created a shipment may be closed immediately without a hold period. Any deposited funds will be refunded in full.
• Extended inactivity: Accounts with no activity for 90+ days prior to termination may qualify for a reduced hold period (minimum 14 days).
• Platform migration: If ShipSmarter discontinues service or migrates to a new platform, alternative termination terms may apply as communicated to affected users.
• Legal obligations: If required by law or regulation, we may expedite or delay the termination process.

If you have questions about this Refund & Termination Policy or need to initiate an account termination, please contact us: