Welcome to Shieldandlock (www.shieldandlock.com). This Refund and Cancellation Policy explains the conditions under which customers may request order cancellations, exercise applicable withdrawal rights, and obtain refunds for our customized home security solution design services.

Shieldandlock operates from Germany and serves customers across Europe. By placing an order, you acknowledge that this policy applies to your purchase, subject to any mandatory consumer rights under applicable law.

1. Nature of Our Services

Shieldandlock provides customized home security solution design services based on information and requirements submitted by customers.

  • Digital Service Delivery: Our standard services consist of personalized security planning, written recommendations, property-related planning guidance, and associated digital materials delivered electronically.
  • No Physical Shipment: Unless a specific service description expressly states otherwise, our services do not include physical security equipment or merchandise. No physical parcel or shipping tracking number is generated for standard digital design orders.
  • Customized Work: Each plan may be prepared according to the customer’s stated property characteristics, security concerns, and planning objectives. The scope and deliverables depend on the service selected at checkout.

Our services provide planning recommendations and do not guarantee that a property will be protected against burglary, unauthorized access, theft, or other security incidents.

2. Order Cancellation Policy

Before Work Begins

If you decide to cancel your order before work on your customized home security plan has started, please contact our customer support team as soon as possible.

Send your cancellation request to audit@shieldandlock.com and include your order number, purchase date, and the email address used during checkout.

Where cancellation is available under the applicable service terms and consumer protection laws, we will confirm the cancellation and arrange any refund due.

After Work Has Started

If our team has already begun preparing your customized security plan, cancellation and refund eligibility will depend on the nature of the service, the work performed, the contract terms, and applicable statutory rights.

The fact that a plan is customized does not, by itself, automatically eliminate a consumer’s legal right to withdraw from a contract or obtain a refund.

Where permitted by applicable law, charges or deductions may reflect services already performed or other legally recoverable amounts, provided the relevant legal requirements have been satisfied.

How to Request a Cancellation

To submit a cancellation request, please email audit@shieldandlock.com with the subject line “Order Cancellation Request.”

Our team will review your request, verify the order details, and explain the applicable next steps.

3. European Consumer Right of Withdrawal

Consumers in the European Union generally have a statutory 14-day right of withdrawal for many online purchases, subject to applicable exceptions and legal requirements.

The rules applicable to Shieldandlock’s services depend on whether the particular order constitutes a service contract, a contract for digital content, or a digital service.

Customized Home Security Design Services

Where a service contract is subject to a statutory withdrawal period, a consumer may expressly request that performance begin before the withdrawal period expires.

If the consumer subsequently withdraws from the contract, the consumer may be required to pay a proportionate amount for the service performed before withdrawal where the applicable legal requirements have been met.

For a service contract, the right of withdrawal is generally lost after full performance only where the consumer previously gave the required express consent for performance to begin during the withdrawal period and acknowledged that the right would be lost upon full performance, together with any other applicable requirements.

Digital Content and Electronic Delivery

If a particular purchase qualifies as digital content supplied in a manner covered by the applicable statutory exception, the withdrawal right may be lost when supply begins only if all required legal conditions are satisfied. These may include prior express consent to immediate supply, acknowledgment of the resulting loss of the withdrawal right, and confirmation of the contract as required by law.

Important: Purchasing a customized home security plan or receiving an order confirmation does not automatically waive the statutory 14-day right of withdrawal. Any required consent or acknowledgment will be requested separately where applicable.

Nothing in this policy is intended to exclude, restrict, or waive mandatory consumer rights that cannot lawfully be excluded.

4. Refund Eligibility and Exceptions

Refund requests will be assessed individually according to the circumstances of the order, the service purchased, the work completed, and applicable consumer protection laws.

Refunds may be available in the following situations:

Duplicate Payment

If a verified technical or payment-processing error results in multiple charges for a single order, we will investigate the transaction and refund any confirmed duplicate payment.

Non-Delivery Due to a Technical Error

If your completed digital plan cannot be delivered because of a verified technical issue on our side, please contact our support team.

We will investigate the issue and make reasonable efforts to deliver the materials within an appropriate timeframe. If we cannot resolve the problem, a refund or another remedy may be available depending on the circumstances and applicable law.

Service Not Provided as Agreed

If we fail to provide the service in accordance with the applicable contract, or the delivered service does not meet relevant contractual requirements, please contact us with a description of the issue.

We will review the matter and provide an appropriate remedy where required by the contract or applicable law. Depending on the circumstances, this may include correcting the deliverable, completing the service, reducing the price, or issuing a refund.

Statutory Withdrawal or Other Legal Entitlement

If you exercise a valid statutory right of withdrawal or qualify for a refund under applicable consumer protection law, we will process the refund in accordance with the relevant legal requirements.

Customized work, commencement of processing, or digital delivery will not be treated as automatic grounds for refusing a refund where the law provides otherwise.

5. Incorrect Information and Order Modifications

Customized home security plans are prepared using the information provided by the customer. Inaccurate or incomplete property details may affect the relevance of the recommendations.

If you discover an error in your submitted information, please contact us promptly at audit@shieldandlock.com.

When requesting a correction, please provide:

  • Your order number.
  • The email address associated with the purchase.
  • A brief explanation of the incorrect information.
  • The corrected details necessary for your plan.

We will make reasonable efforts to update the information before the relevant work is finalized. If substantial work has already been completed, the requested changes may affect the delivery timeframe or the agreed scope of the service.

Please do not send alarm codes, passwords, or other sensitive security credentials when requesting a correction.

6. Refund Processing

Once a refund has been approved or becomes due under applicable law, it will generally be returned through the original payment method unless another method is legally required or mutually agreed where permitted.

The time required for the funds to appear in your account may depend on your payment provider or financial institution.

If you have not received an expected refund, please contact us at audit@shieldandlock.com with your order number and relevant payment details. Do not include your full payment card number or card security code in your email.

7. Payment Disputes and Chargebacks

If you believe that a payment is incorrect, an order has not been delivered, or a service issue remains unresolved, we encourage you to contact audit@shieldandlock.com so that we can investigate and attempt to resolve the matter.

Where a payment dispute arises, Shieldandlock may provide relevant order confirmations, transaction records, customer communications, and service delivery evidence to the applicable payment processor, including Stripe, or the relevant financial institution where appropriate.

We handle such information in accordance with our Privacy Policy and applicable data protection requirements.

Contacting customer support first may help resolve technical or administrative issues more quickly. However, nothing in this policy prevents you from contacting your bank, payment provider, or a competent authority or from exercising any statutory rights available to you.

8. Contact Information

For questions about cancellations, refunds, order changes, or this policy, please contact our customer support team.

When contacting us, please include your order number and a clear description of your request so that we can review the matter efficiently.

Thank you for choosing Shieldandlock. We appreciate your trust and are committed to handling cancellation and refund requests fairly, transparently, and in accordance with applicable law.