Refund policy

If Shilder accepts your case and the recovery effort fails, you receive a 100% refund of your case fee. No deductions, no “handling charges”, no exceptions for time spent.

Failure means: after Meta’s appeal process has completed and the account is not restored, with no further appeal path available.

Your payment is held in a third-party escrow account from submission until release conditions are met. Shilder does not have direct access to those funds until release is triggered by a successful recovery.

For payments made by card, escrow services are provided through our payment processor. For crypto payments, funds are held in a time-locked smart contract or designated holding wallet, depending on the asset.

When you submit a case, your payment is authorized but does not move until the expert review stage. If, during review, our expert determines that recovery is not realistic, the case is declined and your payment is released back to you immediately — typically the same business day.

You may cancel a case at any time before the expert has submitted an appeal to Meta on your behalf. In that case, your payment is refunded in full.

Once an appeal has been formally submitted to Meta, the case is in progress and the standard refund-on-failure terms apply — you will be refunded if recovery fails, but not if you simply change your mind during an active appeal.

Once a refund is initiated:

• Crypto refunds are typically completed within 24 hours, subject to network confirmation times.
• Card refundsare initiated within 3 business days. The credit appears on your statement based on your bank or card-issuer’s processing time, typically 3 to 10 business days.

The 100% refund guarantee does not apply when:

• The account is recovered (whether by us, by you in parallel, or by Meta on its own following our appeal).
• The case is closed because you stopped responding to your expert for more than 30 calendar days.
• The information you provided turns out to be materially false (for example, claiming ownership of an account that isn’t yours).
• Custom scope work expressly agreed in writing as non-refundable (these are clearly marked and require your written consent).

If you believe a refund decision is incorrect, contact hello@shilder.com with your case number. We will respond within 5 business days. Unresolved disputes may be escalated to the relevant payment processor or escrow provider per their standard procedures.