Last updated: 5 May 2026

Refund Policy

This Refund Policy explains how Vstreamhd Private Ltd. (“we”, “us”) handles refunds and cancellations for Sheltr products and services purchased through our website, mobile apps, or authorized channels. It supplements our Terms of Service.

1. General

Refund eligibility depends on the type of purchase (hardware, software subscription, or service fee), the payment method, and applicable law. Payment gateways may take additional time to post credits to your original payment method once we approve a refund.

2. Hardware (Sheltr Energy Monitor and accessories)

• Dead on arrival / manufacturing defect: If you notify us within seven (7) days of delivery with reasonable evidence of a defect that prevents basic operation, we will arrange repair, replacement, or refund at our discretion in accordance with applicable consumer law.
• Change of mind: Where not prohibited by law, unopened products in original packaging may be returned within seven (7) days of delivery for a refund of the product price, excluding original shipping charges and return shipping unless the return is due to our error. Opened or installed units may be non-refundable except under warranty or statutory rights.
• Warranty claims: After the initial return window, defects may be covered under our limited warranty as stated at the time of purchase and on product documentation.

3. Digital services and app subscriptions

• Cooling-off / trial: If we offer a free trial or statutory cooling-off period, cancellation within that period may result in no charge. Check the offer terms shown at signup.
• Recurring subscriptions: You may cancel renewal through your account or app store settings before the next billing date. Cancellation stops future charges; it generally does not refund the current period unless required by law or explicitly stated in the offer.
• Billing errors: If you were charged incorrectly, contact us within thirty (30) days of the charge. We will investigate and refund any confirmed overcharge.

4. Service and convenience fees

Non-refundable processing or convenience fees may apply where disclosed at checkout. Government taxes and statutory charges follow applicable rules.

5. How to request a refund

Submit a request using the contact details on our Contact page. Include your order or transaction ID, date of purchase, email used at checkout, and a brief description of the issue. We aim to respond within five (5) business days.

6. Payment gateway and bank timelines

Approved refunds are initiated to your original payment method. Banks and card networks typically complete credits within five (5) to fourteen (14) business days; UPI and wallets may differ. We are not responsible for delays by financial institutions.

7. Chargebacks

Please contact us before initiating a chargeback so we can resolve the issue. Abusive or fraudulent chargebacks may lead to account suspension and recovery of costs where permitted by law.

8. Non-refundable items (summary)

Unless required by law or expressly stated otherwise: opened consumables; third-party fees we cannot reclaim; and amounts already paid for completed subscription periods may be non-refundable.

9. Changes

We may update this Refund Policy from time to time. The version on this page with its “Last updated” date applies to purchases made after that date unless otherwise communicated.

10. Contact

For refund requests and questions, see our Contact page.