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Cancellation of your Subscription - FAQ

Updated 

If there's an issue with your Shadow or your subscription, please have a look at our Helpcenter articles or contact Support before proceeding with your cancellation so we can correct the issue and continue improving our service.

This article provides general information regarding the cancellation of your subscription. Please refer to our Terms of Use if you require more details about the cancellation rules of your country/state.

Note: Our Terms of Use for Individuals are available via the following links.

We encourage you to review the Terms of Use related to your location:

Note: Our Terms of Use for professionals are available via the following links.

We invite you to see the Terms of Use related to your location:

Please note that your data will be deleted after your subscription ends:

  • Data from the main storage remain available for downloading over a period of fifteen days following the effective date of the termination request. To download your data, please contact the Support Team.

  • Data from the extra storage does not benefit from the grace period and will be deleted on the day the termination takes effect.

Therefore, we highly recommend that you transfer important files from your Shadow PC to your local PC before the end of your subscription.

  • Data from your Shadow Drive like the Data from the extra storage, does not benefit from the grace period and will be deleted on the day the termination takes effect. Thererefore, we highly recommed you to back up your data prior to the cancellation request.

When can I cancel my Subscription?

You can cancel your subscription:

  • Anytime before your subscription renewal date on your account page.

  • At least ten days before your subscription renewal date if you request your cancellation by other available means (a postal letter or a message to the Support Department).

It is understood that the abovementioned timings mean from the receipt of the request by Shadow, and not from the date of the request being sent.

How can I cancel my Shadow PC subscription?

To cancel your subscription from your account page, please follow the steps below:

Log in to your Account Page and access the “Shadow PC” tab.

Click the “Cancel my subscription” button next to your offer.

Provide a reason for canceling on the new pop-up window and confirm your cancellation.

After you click ”Confirm”, a final summary will appear with your billing cycle end date.


You also have the possibility to cancel your Shadow PC subscription by the following means:

Contacting Support.

Sending a letter to SHADOW - 151 rue Saint-Denis 75002 PARIS, FRANCE or Shadow US inc - 600 California Street San Francisco CA 94108 USA.

To identify and authenticate terminations received, all termination requests must:

  • Specify your name(s), surname(s), and user name.

  • Specify that you want to cancel your subscription.

How can I cancel my Shadow Drive subscription?

To cancel your subscription from your account page, please follow the steps below:

Log in to your Account Page and access the “Shadow Drive” tab.

Click the “Cancel my subscription” button next to your offer.

Provide a reason for canceling on the new pop-up window and confirm your cancellation.

After you click ”Confirm”, a final summary will appear with your billing cycle end date.


You also have the possibility to cancel your Shadow Drive subscription by the following means:

Contacting Support.

Sending a letter to SHADOW - 151 rue Saint-Denis 75002 PARIS, FRANCE or Shadow US inc - 600 California Street San Francisco CA 94108 USA.

To identify and authenticate terminations received, all termination requests must:

  • Specify your name(s), surname(s), and user name.

  • Specify that you want to cancel your subscription.

⚠️ Regarding the Shadow Drive Free Offer: 

If you are not using the Shadow Drive Free Offer for an extended period of time, you will be noticed by mail and invited to use the product.
Starting the reception of this mail, you will have

15 days to reactivate your Shadow Drive

by going onto your Shadow Drive online.
After this period, your

Shadow Drive access will be suspended, and you will have 15 days to reactivate your account from your

Customer Space.

FAQ

Once you've canceled your subscription, your account page will be updated and you'll also receive an email confirmation. Check your account page and email to confirm your subscription has been successfully canceled.

You may continue to use your Shadow until the end of your current billing month. Refer to your account page or the cancellation email that was sent to you to see the specific date your subscription will end.

You can reactivate your subscription anytime before your billing cycle end date by accessing your Account Pageon the “Shadow PC” tab and clicking “Resume subscription”.

 

Once your subscription ends, you cannot restart your subscription. If you'd like to use Shadow, you'll need to re-subscribe.

SHADOW is required to collect certain personal data. The processing of the User’s personal data by SHADOW is indicated in our Privacy Policy on the Websites.

You can delete your personal data once the subscription has been terminated for more than 24H and all invoices or outstanding payments have been paid.

See more information here: How to Delete Your Personal Data.

Unless an imperative statutory provision provides otherwise, SHADOW will not make any refund due to the termination of the Services.

There are no cancellation fees.

After deletion, both the account and the data contained in the Shadow Drive will be deleted and will not be recoverable by any means.

Still have questions after reading this article?

Feel free to check out our other articles.

You can also contact Shadow support via our form.