Refund and Cancellation Policy

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on all new subscriptions to Taleshape Cloud.

Eligibility

• Full refund available within 30 days of your initial subscription
• No questions asked
• Applies to first-time subscriptions only (to prevent abuse)
• Available for all plan tiers (Standard, Pro, and Enterprise)

How to Request a Refund

To request a refund within the 30-day window, email us at contact@taleshape.com with:

• Your account email
• Subscription plan
• Request for refund

Refund Processing

Refunds are processed to your original payment method within 5-10 business days after your request is approved.

2. Cancellation Process

You can cancel your Taleshape Cloud subscription at any time, for any reason. There are no cancellation fees or penalties.

How to Cancel

To cancel your subscription:

• Email us at contact@taleshape.com with your cancellation request
• Or use the cancellation option in your account settings (if available)

What Happens After Cancellation

• Your service continues until the end of your current billing period
• No further charges will be made
• You retain access to your Shaper instance until the end of the paid period
• After the billing period ends, you have 7 days to export your data (see below)

Self-Hosted Deployments

For Pro and Enterprise customers with self-hosted deployments: when you cancel your subscription, the core Shaper platform continues to work in your infrastructure. Shaper is fully open source, so there is no vendor lock-in.

You will lose access to:

• Taleshape support services
• Enterprise features (AI Data Analyst, SSO, etc.)
• Managed updates and monitoring

3. Data Export and Deletion

We want to make it easy for you to take your data with you.

Data Export Window

After your subscription ends, you have 7 days to export your data from Shaper. During this time, you will have read-only access to your instance.

How to Export Your Data

Shaper allows you to export:

• Dashboard definitions (SQL queries, configurations) via Git
• Data from connected sources using standard export tools
• User configurations and settings

For assistance with data export, contact contact@taleshape.com.

Data Deletion

After the 7-day export window:

• All customer data is permanently deleted from our systems
• All backups are also deleted
• This process is irreversible

Billing records are retained for 7 years as required by Estonian accounting and tax law (see our Privacy Policy for details).

4. Annual Plans

Annual plans receive a 10% discount compared to monthly billing.

30-Day Money-Back Guarantee

Annual plans are eligible for our 30-day money-back guarantee, just like monthly plans. If you cancel within the first 30 days, you receive a full refund.

Cancellation After 30 Days

If you cancel an annual plan after the 30-day guarantee period:

• Your service continues until the end of the annual period you paid for
• No pro-rata refunds are provided for the unused portion
• Your subscription will not renew for the next year

5. Exceptions and Special Cases

Terms of Service Violations

Accounts terminated due to violations of our Terms of Service (such as illegal use, abuse, or fraud) are not eligible for refunds.

Chargebacks

If you initiate a chargeback with your credit card company or payment provider, your account will be immediately suspended pending resolution. Please contact us directly to resolve billing issues before initiating a chargeback.

Billing Errors

If you believe there has been a billing error, contact us at contact@taleshape.com. We will investigate and correct any confirmed errors promptly.

6. Professional Services

Professional services (such as custom dashboard development, data integration, or consulting) are separate from subscription plans and are generally non-refundable.

Professional services are provided on a scope-based pricing model, agreed upon in advance. Payment terms and any applicable refund policies will be specified in the professional services agreement.

7. Questions or Concerns

If you have questions about refunds, cancellations, or your billing, we're here to help:

Email: contact@taleshape.com
Address: Taleshape OÜ, Sepapaja tn 6, 15551 Tallinn, Estonia