Billing and Payment FAQ

Overview

Shipshape keeps billing simple and transparent. How you are billed depends on how you signed up for Shipshape, whether directly or through a service professional. This guide covers everything you need to know about payments, receipts, updating your information, and what happens if you need to cancel.

How Billing Works

There are two ways your Shipshape subscription might be set up:

Through a Service Professional

If your service professional enrolled you in Shipshape, your monitoring subscription is likely bundled with their service plan. In this case:

• Your provider manages billing. They handle charges, plan changes, and invoicing.
• Contact them directly for any billing questions, payment issues, or plan adjustments.
• Your Shipshape experience is identical regardless of who manages billing. You get the same features, the same SAM intelligence, and the same support.

This is the most common setup. Many service professionals include Shipshape monitoring as part of their ongoing service relationship with you.

Direct Subscription

If you signed up for Shipshape on your own (not through a service professional), you are billed directly by Shipshape.

• Billing frequency: Monthly or annually, depending on the plan you chose
• Payment method: The credit or debit card you provided during signup
• Charges appear on your statement as "Shipshape" or "Shipshape AI"

Viewing Your Billing Information

To check your current plan, billing date, and payment details:

1. Open the Shipshape Home app
2. Tap Menu
3. Go to Settings
4. Tap Subscription
5. Tap Billing

Here you will see:

• Your current plan and its price
• Your next billing date
• The payment method on file
• Your billing history

Updating Your Payment Method

If you need to change the card on file (expired card, lost card, new bank):

1. Go to Menu → Settings → Subscription → Billing
2. Tap Update Payment
3. Enter your new card details
4. Save the changes

Your new payment method will be used for all future charges. If a payment recently failed, updating your card will retry the charge automatically.

Receipts and Invoices

A receipt is emailed to your account email address after each successful charge. Receipts include:

• The charge amount
• The billing period covered
• Your plan name
• A transaction reference number

If you need a receipt resent or need an invoice for a specific period, contact support@shipshape.ai with your account email and the billing period in question.

Failed Payments

If a payment fails (declined card, insufficient funds, expired card), here is what happens:

1. You receive an email notification explaining that the payment did not go through
2. You have 7 days to update your payment method
3. During those 7 days, your service continues without interruption
4. After 7 days, if the payment issue is not resolved, monitoring features may be paused until the balance is cleared

To fix a failed payment, update your payment method in the app (see instructions above). Once a valid payment method is on file, the outstanding charge is retried automatically.

Cancellation

You can cancel your Shipshape subscription at any time. There are no cancellation fees, no long-term contracts, and no penalties.

How to cancel:

• In the app: Go to Menu → Settings → Subscription → Cancel Subscription
• By phone: Call (512) 221-2584 during business hours
• By email: Send a cancellation request to support@shipshape.ai

What happens after cancellation:

• Monitoring stops immediately at the end of your current billing period
• Sensors go inactive and stop sending data
• Your Home Health Record and all historical data are retained for 30 days
• After 30 days, your data is permanently removed from our systems
• You will not be charged again after the current billing period ends

If your subscription is managed by your service professional, contact them to cancel. They handle the billing relationship.

Hardware Ownership

The monitoring hardware installed in your home (gateway, sensors) is yours to keep, even if you cancel your subscription.

However, the hardware requires an active monitoring subscription to function. Without a subscription:

• Sensors stop transmitting data
• The gateway goes inactive
• SAM no longer receives real-time information from your home

If you reactivate your subscription later, your existing hardware can be brought back online without a new installation.

Refund Policy

If you believe you were charged in error or are not satisfied with your service:

• Contact support within 30 days of the charge
• Provide your account email and the charge in question
• The support team will review your request and process a refund if applicable

Refund requests are handled on a case-by-case basis. The team aims to be fair and responsive.

Annual vs. Monthly Billing

If you have a direct subscription, you may have the option to choose between monthly and annual billing:

• Monthly billing offers flexibility. Pay month to month with no long-term commitment.
• Annual billing may offer a discount compared to paying monthly. Check the subscription page in the app for current pricing.

To switch between monthly and annual billing, go to Menu → Settings → Subscription or contact support for assistance.

Frequently Asked Questions

Where can I see my billing history? In the app at Menu → Settings → Subscription → Billing. All past charges are listed with dates and amounts.

Can I get a refund for unused time if I cancel mid-cycle? Contact support to discuss your situation. Refund eligibility depends on the timing and circumstances of the cancellation.

What if I do not recognize a charge from Shipshape? Contact support right away. The team can verify the charge and resolve any billing discrepancies.

Can I pause my subscription instead of canceling? Currently, subscriptions cannot be paused. You can cancel and reactivate later, but note the 30-day data retention window.

Do I need to return the hardware if I cancel? No. The hardware is yours. You are welcome to keep it. If you reactivate later, the same hardware can be reused.

Is there a setup fee? Setup and installation are typically handled by your service professional as part of the monitoring plan. There is no separate setup fee charged by Shipshape.