The 30-day guarantee

Last updated: July 27, 2026

What the guarantee covers

Anything in the written scope of your engagement that the tool does not do correctly after delivery. Specifically:

• A workflow step from your discovery interview that the tool handles incorrectly or not at all.
• A carrier integration in scope that returns errors, wrong rates, or unusable labels.
• A feature we demonstrated at your live demo that stops working after handoff.
• A bug that prevents your team from using the tool as intended.
• A performance problem that makes the tool too slow to use during normal operations.

The scope of the guarantee is your written engagement contract. If it's in that document, it's covered. If it's not, it's a scope change, which is handled by your ongoing subscription instead.

What it does not cover

To keep the guarantee meaningful, a few things are outside its scope. All of these are handled by the monthly subscription instead.

• New features or workflow additions you decide you want after the build is complete.
• Changes required because your business itself changed (new carrier, new sales channel, new tax jurisdiction, restructured team roles).
• Integration breakage caused by external vendors changing their own APIs (FedEx, UPS, Shopify, QuickBooks, etc.). Your subscription covers this.
• Damage from misuse, unauthorized modifications, or changes made by anyone other than ShipAtelier.
• Issues in third-party systems your tool integrates with. We can help troubleshoot, but we can't guarantee vendors we don't control.

How to invoke the guarantee

Email support@shipatelier.com with subject line "Guarantee claim: [your business name]" within 30 days of tool handoff. Include:

• The workflow or feature that is not working correctly.
• What you expected to happen versus what actually happens.
• Any error messages, screenshots, or example inputs that trigger the issue.

Maxson personally reads every guarantee claim within one business day. He will respond with a plan and a timeline for the fix, typically within another business day.

What happens after you invoke it

Standard flow:

• Maxson diagnoses the issue and confirms whether it falls under the guarantee scope. If ambiguous, he errs on your side.
• A fix is scoped, built, and deployed. Small fixes usually land within 3 business days. Larger fixes may take up to 14.
• Your team verifies the fix on your real workflow, same way the original demo was verified.
• If verified, the claim closes. If the fix does not solve the issue, we iterate at no additional cost.

If we cannot fix the issue in 30 days

If the reported issue falls under the guarantee scope and we cannot resolve it within 30 days of your claim being filed, you have a choice:

• Grant additional time. Some fixes are complex; if you want us to keep working, we will, at no additional cost.
• Take the refund. We return every subscription payment you have made since delivery, by check to the address on your engagement contract, and cancel the subscription with nothing further owed on either side. You keep the tool, the source code, and any data the tool has stored. The build fee is not refunded, because you accepted the tool at the live demonstration after seeing it run on your own workflow, and the tool remains yours to use, host, and modify permanently.

This clause exists so you know the recourse is real, not so we can use the escape hatch. We would rather fix the issue than write the check, but the choice is yours either way.

Worth being direct about why the remedy is shaped this way. You never pay for a tool you have not seen working: the entire build happens before any money changes hands, and you can walk at the demonstration owing nothing. Once you have accepted the tool and taken possession of the source code, the thing you paid for is yours permanently, so the meaningful remedy is the ongoing relationship, not unwinding a delivery that already happened. If we cannot make the tool do what we promised, we should not be charging you to maintain it.

Interaction with the subscription

The guarantee and the subscription are two separate promises:

• The guarantee covers scoped features for 30 days after handoff. It is one-shot: use it during those 30 days or it expires.
• The subscription covers ongoing maintenance, integration updates, and evolving your tool alongside your business. It is continuous, month-to-month, cancel any time with 30 days' notice.

Both exist at the same time during those first 30 days. You can invoke the guarantee for in-scope issues and use the subscription for out-of-scope changes in the same week without conflict.

Interaction with cancellation and refunds

See our Refunds & cancellation page for the full policy on refunds outside the guarantee window and how the monthly subscription cancels.

Questions

If any part of this guarantee is unclear, ask before you sign the engagement contract. Email support@shipatelier.com and we'll clarify in writing. We would rather answer the question up front than have you rely on an interpretation later.