Please Provide a Refund. Not as advertised.

Hi @Davidasaur. For your reference this is a community forum, so you’ll need to reach out to our Support Team where they can address the billing request you have made. Please reach out to our Support Team here: https://support.shadow.tech/hc/en-us/articles/4402418422418-Support-Request-Form

Currently, Shadow will automatically shut down after 30 minutes of inactivity and no direct inputs. Your Shadow will automatically shut down after 15 minutes if the app is closed. This has been mentioned in our Terms of Use under the Server section: 

Servers

 

Shadow US may use any hardware or service providers which it considers appropriate to ensure the functioning of the Services. The hardware and service providers used may, however, change over time. In particular, Shadow US's aim is to replace the hardware used for the Services regularly, so that the Services continue to be competitive. Shadow US is solely responsible for selecting the hardware and service providers that it uses to provide the Services, at its sole discretion. The User therefore understands and accepts that he or she may not make any complaint or demand with respect to Shadow US's choice of hardware and service providers, except in cases where a change in the hardware and service providers results in the defective provision of the services subject to these Conditions. 

 

Shadow US may offer subscriptions and/or paying options that give access to different configurations, or set up optimised allocation mechanisms for server computing resources depending on use by Users. Thus, in the event that a User launches programs and applications from Shadow® that do not require the hardware resources to which they have subscribed, Shadow may use less performant resources, as long as the User's experience is not altered.

 

The User further acknowledge and agrees that, to ensure optimal allocation of its IT resources, Shadow® uses a remote computer automatic shut down and/or standby mechanism. In this respect, given that the User is warned in advance before Shadow® is shut down or put on standby, Shadow US shall not be held liable for the resulting loss of data.

At this time, there is no way to avoid the auto-hibernation as our team has implemented it to preserve the hardware from degradation and over-clocking. As long as there is input detected (keystroke and/or mouse click), your Shadow should remain active. There isn't a way to toggle this feature off and any attempt to do so is against our Terms of Use: https://shadow.tech/terms-of-use/

If your Shadow is running but the app is not launched (such as connecting from other services), your Shadow will automatically shut down in 30 minutes to ensure that our resources and your Shadow runs efficiently. Please note that the timing can change in the future if our developers determine the need to. 

Please note that Shadow is not billed on a per-usage basis. Instead, the hardware is reserved for them to use at their convenience. Keeping these services available & maintained 24 hours a day still incurs a cost to both Shadow and our customers even without usage.

Also, as noted in our Rights of Withdrawl section of the Terms of Use, you acknowledge that by connecting to Shadow, you will no longer be able to exercise your right of withdrawal. As you stated that you've connected to your Shadow recently. 

With that said, the Support Team will be able to properly address your billing concerns and inform you what is possible with your subscription.