Refund Policy
Last updated: October 7, 2026
Cancellations & refunds
Before delivery — a full refund. You can cancel any order and get all your money back as long as the product has not been delivered to you: for a website template and SHio Basic — until we start creating the site in your Netlify account; for a Shopify theme — until the download link is emailed to you; for SHio Alive — within 14 days of payment, no reason needed (see the next section). Write to us at support@shio.co.il and we refund you to the payment method you used, no later than 7 days after your request. After delivery. Our products are digital: a site created in your account or a file sent to you cannot be "returned". So, under paragraph 1 of part five of Article 13 of the Law of Ukraine “On Consumer Rights Protection”, the right to withdraw from a distance contract does not apply once digital content has been supplied to you by electronic means, with your consent, before the 14-day period has ended — including a website template, source code or admin-panel access. You give that consent when you place the order. After delivery we refund in the cases set out in the next section — for example, when something does not work because of a fault on our side and we have not fixed it within 7 days, or when we missed the delivery time. A SHio Basic purchase is also governed by its own Terms of Purchase, shown in the order form before payment. Any change you make to the site after delivery, content you publish on it, the way you use it, or any step a hosting provider, authority or third party takes because of these, is your responsibility and gives no right to cancellation or a refund. Nothing in this section limits a right the law gives you that cannot be contracted out of, including the right to cancel and be refunded where we did not deliver what we undertook to deliver. In any cancellation or refund, for any product and for any reason, the amount paid to SHio is what is refunded. We charge you no fee for paying on the SHio site, so the amount you paid us is refunded in full (only your own bank's currency-conversion fee, if any, is not returned by the bank). Amounts you paid to third-party companies — hosting (Netlify), the domain, Shopify, the payment company you connect to your own site or any other provider, in any amount — are not refunded by SHio, even when you are owed a full refund from us; cancelling those services and any refund for them are between you and them, on their terms (see «Third-party companies and services»).
When you get a refund
You will receive a full refund, on request, in any of these cases: (1) we missed the delivery time for a reason attributable to us (see «Delivery time»); (2) the site or template delivered to you does not work as described on its product page because of a fault on our side, and the fault was not fixed within 7 days of your report; (3) you were charged twice for the same order, or charged without placing an order. (4) SHio Alive: within 14 days of payment, no reason needed — with «Get my money back» in the order e-mail or by writing to us; the agent is then removed from your site. Only the amount paid to SHio (6,990 UAH) is refunded. Payments you made to ElevenLabs or any other third-party provider — in any amount, including its subscription fee (currently from $6 a month) — are not received by SHio and are not refunded by SHio: they are made under your separate agreement with that company, on its own terms, to which SHio is not a party. To cancel that subscription or ask for a refund on it, contact that company directly. Send a refund request in writing to support@shio.co.il or via the Contact page: in case (4), within 14 days of payment; in cases (1)–(3), at any time once the right to a refund has arisen. We reply within 24 hours, and refund to the payment method you used no later than 7 days after your request; when it appears on your statement depends on your card issuer. Card refunds and transaction cancellations are made through the bank that accepted the payment (monobank, JSC Universal Bank), to the same card you paid with, with no deductions on our side.
Seller: Individual Entrepreneur (FOP) Iryna Burman · tax number (RNOKPP / IPN) 3506006167 · registered and actual address: 77 Prokhorovska St., apt. 18, Odesa, Ukraine · +380 95 222 62 96 · support@shio.co.il · Seller details
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