CPGShield Refund Policy

Version 1.0. Effective [PUBLICATION DATE].

The rule, in one paragraph

Unspent credits are refundable within 7 days of purchase. Once a credit is spent, that use is permanent and the credit is not refundable.

What "spent" means

A credit is spent at the moment it does its work:

• A label credit is spent when you unlock a label, or when you build a label with the Label Builder. An unlock is permanent: you keep full results for that label forever, including every future re-scan as you revise it. That is why it cannot be returned.
• A check credit is spent when you run an Ingredient Check, a Marketing Claims Check, or a Compliance Matrix, when you run an artwork geometry check on an uploaded print-ready PDF, or when you unlock one rule's full detail in the Rule Library.

Scanning is free and unmetered: running a scan never spends a credit. You can see how many issues a label has before you decide to spend anything. ^free

A note on demo labels. Sample and demo labels are provided already unlocked so you can see full results without spending anything. Editing a demo label makes it your own label, and it then behaves like any other: seeing its full results requires a label credit. If you want to keep the demo as a reference, work from a copy.

What is refundable

Where we will refund beyond this policy

We will refund outside the rule above where the fault is ours:

• You were charged twice for the same purchase.
• A purchase did not deliver the credits you paid for.
• The Service was materially unavailable and you could not use what you bought.
• A defect on our side produced a result you could not use, and re-running did not fix it.

Ask. Describe what happened. We would rather refund a genuine case than argue about a credit.

If a federal or state PASS we reported was wrong, and it cost you a sale

Separate from the rule above, and narrower than it may sound. This is a compliance-error remedy, not a cash refund. Read every condition before assuming it applies.

What it covers. A federal or state check, specifically not a retailer program check, reported your label as passing when that PASS was factually wrong, and a retailer's compliance review rejected your label, or a retailer or marketplace removed your product, citing that same requirement.

What it does not cover:

• Retailer program findings. Sephora Clean, Target Clean, Amazon Beauty, Walmart, Ulta, and Whole Foods Market Body Care are excluded. Those programs set their own standards and make their own determinations; we screen against what each publishes, we do not administer the program.
• Anything on the out-of-scope list. Trace contaminants, what is actually in the bottle, lab testing and formula safety, packaging composition, whether your claims are true for your product, MoCRA operational duties, and physical artwork you did not upload as a print-ready PDF. A rejection over any of these was never something a text scan could have caught.
• A label you changed after the scan that reported the incorrect PASS. The submitted text must match what we evaluated.
• A rejection or removal that also cites a separate, correct finding. If the retailer had another, valid reason, our error was not what cost you the sale.

What you must prove, both parts, documented. We investigate every claim against our own records before paying anything. We do not take a claim's word for either part below.

1. That your label caused the rejection. Send us the retailer's or marketplace's actual written rejection or removal notice, naming the specific requirement it cites. A description of what happened is not sufficient; we need the notice itself.
2. That you used CPGShield to check that label, and what we told you. The label text in that notice, or the label as sold, must match a scan on your account, on file in our system, that reported the cited check as passed. We compare the two directly. A label we have no scan record for, or where the text does not match, cannot be verified and does not qualify, regardless of what you believed the result to have been.

If either part is missing, inconsistent, or does not match our records, the claim is denied. We may ask for the original label file or product photo to resolve a discrepancy.

What it pays, only once we independently confirm the error. "Confirmed" means we re-evaluate the check against the label text on file and reach the same wrong result the customer is reporting, or otherwise establish the error directly against the primary source the check cites. It is not a judgment call and it is not owed on a disputed or arguable reading. Once confirmed: 3 check credits and 2 label credits, credited to your account. Not a cash refund, and not calculated from what you originally spent. For the purpose of the liability cap in the Terms, Section 10, this remedy is valued at its posted list price at the smallest pack size at the time of the claim (currently $231: 2 label credits at $75 each, priced from the entry bundle, plus 3 check credits at $27 each, priced from the smallest check pack). It does not cover lost inventory, reprinting, recall costs, or any other consequence of the rejection; those stay excluded under the Terms, Section 10.

How to claim it. Send us the rejection or removal notice within 90 days of its date. We confirm against our records, as described above, and credit your account within 14 business days of confirming a genuine error.

Getting your product back on shelves

If your claim above is confirmed, or if you simply want help responding to a rejection regardless of whose error caused it, our Retailer Rejection tool prepares a written response mapping each cited objection to the specific fix that answers it, alongside the corrected label, ready for you to submit back to the retailer.

What we do not do: contact or negotiate with the retailer or agency on your behalf. We prepare what you submit; you remain the party in that relationship, and the determination that your response resolves their objection is theirs to make, not ours. If you want us to represent you directly to a retailer, that is a different service than anything in this policy, and it is not something we currently offer.

How to request a refund

Email support@cpgshield.com from the address on the account, with the approximate date of purchase and the pack you bought. We will confirm receipt and tell you the outcome.

Refunds are returned through Stripe to the original payment method. Timing after we issue is your bank's, not ours.

Subscriptions

Credit packs are one-time purchases and create no recurring charge. A small number of accounts opened before July 25, 2026 hold a legacy Pro subscription from a plan we no longer sell; those can be cancelled at any time, self-serve, from Settings. Cancelling keeps your access through the end of the period you already paid for, and there is no cancellation fee.

Price changes

Prices can change. A change never affects credits you have already bought: your price is fixed at the time of purchase, and credits do not expire. ^lock

What this policy does not do

This policy covers money. Except for the narrow remedy above, it does not create any warranty about screening results. What the Service does and does not check is set out in the Terms and in the "What CPGShield does not check" section published in the product.

CPGShield LLC, c/o Northwest Registered Agent Service Inc, 30 N Gould St, Ste N, Sheridan, WY 82801, USA support@cpgshield.com

Verification footnotes

free Scanning is free and unmetered; credits gate full results, fixes, export, and the research tools. Verified in the entitlement path in main.py.

lock Credits carry no expiry field in models.py, and pack pricing is read at purchase time in billing.py.