Refund & Returns Policy

Soteria Shield Refund, Cancellation & Billing Policy

Effective Date: July 2, 2026

Thank you for choosing Soteria Shield. We are committed to providing a simple, transparent purchasing experience. Please read this policy carefully before placing your order.

By completing your purchase, you acknowledge that you have read and agree to this Refund, Cancellation & Billing Policy.

What Your Purchase Includes

Your initial purchase includes:

  • One (1) Soteria Shield Wearable Panic Button

  • One (1) Mobile App Activation Code

  • Activation of your Soteria Shield account

  • Enrollment in a recurring monthly monitoring subscription

The wearable device is purchased outright and becomes your property.

Monthly Monitoring Subscription

The Soteria Shield monitoring service is billed automatically on a recurring monthly basis using the payment method you provide during checkout.

There are:

  • No contracts

  • No cancellation fees

  • No long-term commitments

Your subscription automatically renews each month unless you cancel.

You may cancel your subscription at any time by contacting Soteria Shield Customer Support before your next billing date.

Once canceled:

  • Future recurring charges will stop.

  • Your service will remain active through the end of your current paid billing period.

  • Emergency monitoring, dispatch services, and other subscription features will end when your billing period expires.

  • Your wearable panic button remains yours to keep.

Hardware Purchase

The Soteria Shield wearable panic button is sold as a one-time purchase.

Because the device is intended for personal safety and security, it does not need to be returned if you cancel your subscription.

Ownership of the device transfers to you upon delivery.

Digital Activation Code

Your Mobile App Activation Code is a digital product that provides immediate access to Soteria Shield services.

Once the activation code has been delivered or redeemed, it is considered used and cannot be refunded, except where required by applicable law.

If you experience technical issues activating your account, please contact us immediately. We will work to resolve any activation problems promptly.

Satisfaction Guarantee

We want every customer to be confident in choosing Soteria Shield.

If you are dissatisfied with the monitoring service during your first 30 days, please contact us.

At our discretion, we may provide a refund of your initial monthly monitoring subscription if we determine that the service did not perform as intended or if we were unable to resolve a verified technical issue.

Refunds are limited to the initial month’s subscription fee and do not include hardware purchases, shipping charges, taxes, or optional accessories.

Non-Refundable Items

The following purchases are generally non-refundable:

  • Wearable panic button hardware after shipment

  • Mobile App Activation Codes after delivery or activation

  • Monthly subscription charges that have already been billed for completed service periods

  • Shipping and handling charges

  • Optional accessories

  • Expedited shipping fees

Defective Products

If your wearable panic button arrives damaged, defective, or fails because of a manufacturing defect, please notify us within 30 days of delivery.

After verifying the issue, Soteria Shield may, at its option:

  • Repair the device

  • Replace the device

  • Exchange the device

  • Provide another appropriate remedy

This policy does not cover damage caused by misuse, abuse, unauthorized modifications, accidents, or normal wear and tear.

Order Cancellations

Orders may be canceled before shipment.

Once an order has shipped or a digital activation code has been issued, the order cannot be canceled and will be governed by this policy.

Billing Authorization

By placing your order, you authorize Soteria Shield to charge your selected payment method for:

  • The one-time purchase of the wearable panic button

  • Any applicable shipping charges and taxes

  • The initial monthly monitoring subscription

  • Future recurring monthly subscription charges until canceled

You are responsible for maintaining accurate and current payment information.

If a recurring payment cannot be processed, Soteria Shield may suspend or terminate monitoring services until payment is received.

Chargebacks and Payment Disputes

If you believe you have been charged in error or experience a billing issue, we encourage you to contact Soteria Shield before initiating a payment dispute or chargeback.

Most billing issues can be resolved quickly by our support team.

Initiating a chargeback does not automatically cancel your subscription. Subscription cancellation requests must be submitted directly to Soteria Shield.

Fraudulent or abusive chargebacks may result in suspension or termination of services and may be challenged with documentation confirming your purchase, acceptance of these Terms, shipment confirmation, account activation records, and billing history.

Refund Processing

When approved, refunds will be issued to the original payment method.

Please allow 5–10 business days for your financial institution to process the refund.

Contact Us

Soteria Shield

900 Straits Turnpike Middlebury, CT 06762

Email: support@cmstelco.com

Phone: 800-352-2003

Business Hours:
Monday–Friday
8:30 AM–5:00 PM Eastern Time