Shrimpy Pro refund policy

We here at Shrimpy Pro do our absolute best to provide an enjoyable and reliable cryptocurrency portfolio management experience for our customers, and up to this point we have prioritized customer satisfaction even as they end our business relationship. Unfortunately - as is seen so often in life - a few have ruined something for many.

Due to both past abuses and a recent surge in attempts at exploiting our platform, we have identified the need to both restrict our refund policy and outline to potential customers what situations will not warrant a refund before any sort of value exchange. Our hope is that this will not affect the vast majority of our customers who are requesting legitimate refunds, but will allow us to defend ourselves from those who would exploit our good-faith nature.

This help article is meant to outline our Refund Policy. Exceptions to this policy will not be made under any circumstances.

Shrimpy Pro will not provide a refund in the following instances

• Malicious refund requests
  • As mentioned above, Shrimpy Pro is not immune from those who would seek to exploit our customer facing policies to the fullest extent possible. Due to this, we do not provide refunds in the event we identify that your request is not being made in good faith. This includes but is not limited to:
    • Fake referrals (this includes both real people who are acting at your direction that sign up and request a refund, and fake/duplicate accounts that you control)
    • Threatening Shrimpy Pro with negative publicity
• You didn't like the platform
  • We offer free 7-day trials upon request with no sign-up obligation in addition to having a demo on our website and a channel on YouTube highlighting the features we offer. On top of all of that, we also have a free subscription tier with trading access. Due to the freely available nature of information about Shrimpy Pro, we are not able to process refunds if you signed up for a subscription and "did not like Shrimpy Pro" after the fact.
• Shrimpy Pro doesn't support X exchange
  • The list of exchanges we support is freely available without a paid subscription.
• Shrimpy Pro doesn't offer X feature
  • The list of features we offer is freely available in our help center and YouTube channel without a paid subscription.
• Shrimpy Pro doesn't support X asset on X exchange
  • Each asset we add goes through a thorough vetting process to ensure that we are protecting our customers to the fullest extent we are capable. We do have an automated system that handles this verification process, however newly created assets require manual intervention from our Developer team. Due to this, we cannot guarantee that you will have access to an asset after it is listed on an exchange within any amount of time. Our goal is to support each asset offered by an exchange - but since you can trade these newly listed assets manually on the exchange if you choose - we will prioritize customer safety over speed when listing assets and we will not provide a refund due to lack of support for an asset.
• You did not receive an email reminder about a payment
  
  • Payments made via Coinpayments require you to manually send a payment by your renewal date each month. You are able to make your payment up to 2 weeks in advance and you are sent multiple email reminders when an upcoming payment is due. Unfortunately our automated emails can be routed to the spam folder and in rare instances some email providers don't deliver them at all. To prevent this, you can add NoReply@Shrimpy.io and No-Reply@Shrimpy.io to your address whitelist to ensure our emails are not swept up in Spam filters. Shrimpy Pro will not provide refunds due to undelivered or overlooked payment reminders.
• You weren't able to access your referral rewards on the 1st of the month
  • Each month we verify all referral rewards before releasing them to you. This verification process begins on the 1st of the month but the amount of time this process takes varies depending on referral activity during a given month. This verification process can take anywhere from several hours to several days, and we will not provide refunds for a delay in funds being made available to you due to this verification process.
• Infrastructure downtime - both internal and external
  • Because we are not an exchange and because you are not trading on Shrimpy Pro orderbooks, we cannot guarantee 100% trading uptime. We rely on exchanges and multiple other outside services in order to be able to automate your portfolio. We are not responsible or liable for lost value due to downtime caused by external issues such as:
    • Exchange maintenance/downtime
    • ISP/Cloudflare issues
    • Fiat Conversion Rate Provider downtime/issues
    • Downtime caused by malicious actors
    • Internal Shrimpy Pro maintenance
• Delays in Support response time
  • Shrimpy Pro is a small, US based company that observes US holidays. Because we are a small company, we do occasionally see surges in Support tickets that exceed our capability to maintain our own aggressive standards surrounding speed of service. Additionally, we do keep a skeleton crew during Holidays which can also result in a delayed response time. Due to these reasons, we do not provide refunds due to delays in Support response time.

Shrimpy Pro will provide a refund...

...on a case-by-case basis when there is a clear error that we both should and could have prevented. Our ability to prevent an error is determined by our Development team.

Have questions, comments or concerns? Feel free to reach out to us via the blue "Support" button found in the bottom left corner of your Dashboard, or send an email to Support@Shrimpy.io.