Terms of Use
Client Interaction Regulations of Shattof Service
Official terms of work, ordering, payment and delivery
These Regulations define the procedure for interaction between clients and Shattof Service: from the first inquiry and order placement to mock‑up approval, production, final result verification, payment, delivery and order completion.
The Regulations also establish the rules for using direct payment and the independent Escrow guarantee service, the procedure for handling production defects, storage of the finished product, delivery and other terms of working with the Service.
Current Version
31 August 2026
We recommend reading these Regulations in full before placing an order.
0 · Acceptance of Terms
Acceptance of these Regulations
0.1. These Regulations are the official public terms of interaction with Shattof Service and apply to clients of the Service.
0.2. Any contact with Shattof Service, submission of a request, agreement of terms, placing an order, providing necessary data or making payment constitutes the client's acceptance of these Regulations.
0.3. The client is obliged to familiarise themselves with these Regulations before placing an order. Ignorance of the published terms does not exempt from compliance.
0.4. Shattof Service reserves the right to amend or supplement these Regulations. The current version is published on this page.
1 · Definitions
Key terms used in these Regulations
1.1. Service
Shattof Service — the service that receives, processes and fulfils agreed orders and tasks of clients.
1.2. Client
A person who contacts the Service, places an order, agrees on its terms and/or makes payment.
1.3. Order
An agreed client task accepted by the Service for execution.
1.4. Mock‑up
A digital representation of the future result, provided to the client for review and approval before manufacturing.
1.5. Specification
The complete set of client requirements for a specific Order: content, quality, detail, parameters, format and other agreed characteristics.
1.6. Guarantor / Escrow
An independent third party that holds the participants' funds and releases them according to pre‑agreed conditions.
1.7. Production defect
A fault that arose directly during the manufacturing process and deviates from the approved mock‑up or the agreed technical requirements.
1.8. Working day
A day used for calculating order fulfilment periods in accordance with the Service's rules.
2 · General Provisions
General rules for working with clients
2.1. Shattof Service independently determines the feasibility of a specific order, its cost, timeline, method of execution and other conditions.
2.2. Preliminary discussion of an order does not imply its acceptance into work until the necessary conditions have been agreed.
2.3. The client must provide accurate and complete data required for the specific order.
2.4. Shattof Service reserves the right to refuse a new order, cease interaction, discontinue discussion or decline further cooperation without giving reasons.
2.5. The primary communication format with clients is written correspondence. Voice messages and in‑person meetings are not supported. Telephone communication is only possible by prior arrangement.
3 · Order Placement
How an Order is placed
Request
The client describes the task and the required parameters of the result.
Agreement
Cost, requirements, quality, timeline, payment method and other parameters are discussed.
Placement
Once the payment conditions are met and the required data are provided, the Order is accepted for execution.
Important rule before payment
Before payment, you may discuss the task, specification, quality, details and other parameters. However, a digital mock‑up will not be provided without an open transaction with a Guarantor or without the required direct prepayment.
3.2 · Payment
Order payment methods
Depending on the specific order, two main payment options are used.
Through a Guarantor / Escrow
When an independent guarantor is used, the full amount of the Order is transferred to the Guarantor immediately. The funds are held by the Guarantor until the transaction conditions are met.
All fees of the chosen Guarantor are paid by the Client.
Direct payment
With direct payment, the Client either pays the full cost of the Order or makes a 50% prepayment.
With prepayment, the remaining amount is paid after the Order is confirmed ready and before dispatch.
3.5 · Order requirements
Special quality and detail requirements
If the Client requires a specific quality, special detail, particular materials, format or any other non‑standard result, this must be clearly and completely described in a single message before the mock‑up is provided.
Quality
Special quality requirements must be stated in advance.
Detail
Detail requirements must be specified before the mock‑up is created.
Cost
Changing requirements after work has started may change the Order cost.
Changes to requirements after the mock‑up has been provided may require a cost recalculation, a new version of the mock‑up and an extension of the fulfilment period.
4 · Fulfilment periods
Timelines and start of production
4.1. The Order fulfilment period and the start of production are counted from the moment the Client approves and confirms the mock‑up in writing.
4.2. The stated periods are approximate and are calculated in working days.
4.3. Requests received after 4:00 PM Moscow time are registered on the next working day.
4.4. The fulfilment period may be extended in case of incomplete or incorrect specifications, lack of necessary data, additional approvals, changes in Client requirements, or delays by third‑party logistics services.
4.5. Once production has started, cancellation of the Order at the Client's initiative is not accepted. Paid amounts do not compensate for stopping already‑started production.
5 · Mock‑up
Mock‑up: approval before production
Before manufacturing, the Client is provided with a digital mock‑up. This is a key stage where the Client must thoroughly check the future result.
Receipt
The Client receives the digital mock‑up.
Review
Text, numbers, dates, images, layout and details are checked.
Corrections
All necessary changes are made before approval.
Approval
Written confirmation authorises the start of manufacturing.
5.2 · Approval
What written approval means
After the Client gives written approval of the mock‑up, it is considered agreed and production may begin.
The Client confirms
All texts and numbers
All images and elements
Dimensions and technical parameters
Compliance with the original specification
After mock‑up approval
Any new requirements, changes or additional requests after approval are considered separately. If they require reworking an already agreed result, the cost and timeline may be recalculated.
5.5 · Conformity
Mock‑up, expectations and actual result
If the manufactured product matches the approved mock‑up and the agreed specification, the client's subjective mismatch of the result with their expectations is not, by itself, considered a production defect.
Mock‑up
This is the agreed visual basis for production.
Requirements
These are the parameters stated before manufacturing.
Expectations
The client's personal idea of the result does not replace the approved mock‑up.
6 · Quality control
Verification of the completed Order
After manufacturing is complete, the Client is sent photos and videos of the finished product for verification before dispatch.
6.1
Photos
Photographs of the finished result are provided.
6.2
Video
Video materials are provided when necessary.
6.3
Additional verification
The Client may request additional materials if possible.
The Client's confirmation of product readiness is the basis for arranging dispatch.
6.4–6.7 · Production defect
Production defect
A production defect is specifically a manufacturing fault that occurred during production. An error already visible in the approved mock‑up, or a change in the Client's expectations after mock‑up approval, is not considered a defect.
Defect
Manufacturing fault
Arose directly during production and was not present in the approved mock‑up.
Not a defect
Error in the mock‑up
Was visible before approval and was not reported by the Client before production started.
Not a defect
Mismatch of expectations
The product matches the mock‑up, but the Client expected a different result.
6.5. Determining the nature of the defect
The decision as to whether an identified issue is a production defect or a non‑conformity to the approved mock‑up is made by Shattof Service based on available photos, videos, the mock‑up, the specification and the history of approvals.
6.7. Defect discovered after dispatch
If a production defect for which the Service is responsible is confirmed after dispatch, the obligation to remedy the confirmed defect remains. This may require the return of the product to Shattof Service for rework or correction.
Monetary compensation is not the standard remedy for a production defect. The primary remedy is rework or refinement of the product itself.
7 · Settlement and completion
Final settlement and Order completion
Through a Guarantor
Funds after fulfilment of conditions
By default, funds are released to the Service after the Client confirms receipt of the Order. The Client may also choose to confirm the transaction earlier based on the photos and videos provided of the finished product.
Direct payment
Balance before dispatch
If a 50% prepayment was previously made, the remaining amount is paid after confirmation of readiness and before the Order is handed over to the delivery service.
7.2. Confirmation of product readiness based on photos and videos is the basis for arranging dispatch.
7.3. The Service's obligations for manufacturing are deemed fulfilled at the moment the completed Order is handed over to the delivery service, provided it conforms to the approved mock‑up and specification.
7.4. If the Client fails to respond for more than 5 working days after notification of readiness, the Order enters storage mode as per Section 8.
7.5. Any cancellation after production has started is not accepted. Paid amounts cannot be considered as an automatic basis for cancelling production that has already begun.
7 · Escrow guarantee service
Payment through a Guarantor and Escrow
The Client may use an independent Escrow guarantee service for the transaction with Shattof Service. In this arrangement, the full amount of the Order is transferred to the Guarantor, not directly to the Service.
The Guarantor acts as an independent third party and operates according to its own rules, which the transaction participants must agree on before funds are transferred.
Choose a Guarantor
The parties choose an independent third party.
Terms
The amount, requirements, timelines and completion procedure are fixed.
Funds
The full amount is transferred to the Guarantor.
Completion
Funds are released according to the rules of the specific Escrow.
Shattof Escrow
Shattof Service also provides its own guarantee service, Shattof Escrow, and may, in suitable cases, act as an independent third party in the transaction.
More about Escrow7 · Another Guarantor
You may use another independent Guarantor
Shattof Service does not restrict the parties to using only its own Shattof Escrow. For suitable transactions, another independent and trusted Guarantor may be chosen by mutual consent of the participants.
Commission
Each Guarantor has its own commission rate.
Limits
The minimum and maximum transaction amounts may differ.
Confirmation
Each Guarantor sets its own confirmation procedure.
Disputes
Arbitration and dispute resolution procedures also depend on the specific Guarantor.
8 · Storage
Storage of the completed Order
5
working days of storage from the date of readiness notification.
Notification
The Client is notified of Order readiness and the need to arrange dispatch.
No contact
After the storage period expires, the Service is entitled to dispose of the product or otherwise deal with it at its discretion.
9 · Delivery
Order delivery
Delivery is arranged to the agreed destination via an available postal, courier or transport service.
Post
Used depending on the destination country.
CDEK
Availability depends on the route and region.
DHL
May be used for available international destinations.
Other services
Any agreed delivery service may be used.
9.2. The Client is obliged to provide complete and correct delivery details.
9.3. Once the shipment has been handed over and a tracking number received, changing the delivery details may be impossible.
9.4. Errors in the address, recipient name, phone number or other data may require reshipment and additional payment.
9.5. After the shipment has been handed over to the delivery service, further movement and delivery timelines depend on the selected carrier.
9.6 · Delivery payment
Delivery cost
9.6. Delivery is paid exclusively by the Client, unless otherwise agreed separately.
9.7. Delivery payment is made before the Order is handed over to the transport or courier service, or by another method agreed for the specific shipment.
9.8. The delivery method and cost are agreed with the Client before dispatch.
9.9. The Service does not bear delivery costs unless expressly agreed otherwise with the Client.
10 · Client responsibility
Client responsibility
The Client is responsible for the accuracy of the data provided, careful review of the mock‑up, timely payment and correctness of delivery details.
Data
The Client provides accurate and complete data.
Mock‑up
The Client must review the mock‑up before written approval.
Payment
Payment is made within the agreed timeframe.
Delivery
The Client provides correct delivery details and pays for delivery.
11 · Service responsibility
What Shattof Service does
The Service performs
- the agreed Order;
- manufacturing according to the approved mock‑up;
- providing materials for verification;
- arranging the agreed dispatch.
The Service is not obliged
- to accommodate requirements stated after mock‑up approval;
- to meet subjective expectations different from the agreed result;
- to be liable for Client errors in delivery data;
- to control the carrier's actions after the shipment has been handed over.
12 · Communication
Communication and confirmation rules
All important stages of the Order are confirmed in written correspondence.
01
Terms
Cost, timelines and parameters are agreed in writing.
02
Mock‑up
Mock‑up approval is given in writing.
03
Readiness
Readiness is confirmed after photos and videos are provided.
04
Dispatch
After conditions are met, handover to delivery is agreed.
13 · Refusal of service
Shattof Service's right to refuse work
Shattof Service reserves the right to independently decide whether to accept a specific order and whether to continue further interaction with the client.
New order
May be declined before work begins.
Discussion
Discussion may be terminated.
Cooperation
Repeat contact may be declined.
Explanations
The Service is not obliged to disclose internal reasons for refusal.
14 · Prohibited operations
Which schemes the Service does not work with
Shattof Service does not accept operations or transactions that involve fraud, illegal financial schemes or other prohibited activities.
Scam / Fraud
Fraud, deception and schemes based on misleading the other party.
Drops and cash‑out
Operations related to the illegal use of payment instruments and cashing out.
Money laundering
Use of the Service to conceal the origin of funds.
Other schemes
Any operations that Shattof Service considers unacceptable or risky.
15 · Changes to the Regulations
Amendments and publication of new versions
15.1. Shattof Service reserves the right to amend the text of these Regulations without prior notice.
15.2. The new version comes into force from the moment it is published on the Service's official website.
15.3. The Client is responsible for checking the current version of the Regulations before placing a new order.
15.4. Continued interaction with the Service after the publication of a new version constitutes acceptance of the updated terms.
Workflow
Order from first message to delivery
Inquiry
Agreement
Payment
Mock‑up
Approval
Production
Verification
Delivery
FAQ
Frequently asked questions about Shattof Service terms
This is the official Client Interaction Regulations of Shattof Service, defining the procedure for placing orders, payment, mock‑up approval, production, verification, delivery and other stages of work.
After the terms have been agreed, the required payment has been made and all necessary data for fulfilment have been provided.
Depending on the order, either direct payment or an independent Escrow guarantee service is used. With direct payment, full payment or a 50% prepayment is possible. When using a guarantor, the full amount is transferred to the Guarantor.
After the mock‑up has been approved and confirmed in writing.
Written approval means that the Client has reviewed the mock‑up and authorises its use as the basis for manufacturing.
Changes after approval are considered separately and may require additional payment, a new version of the mock‑up and an extension of the fulfilment period.
A confirmed fault that arose directly during the manufacturing process and deviates from the approved mock‑up or specification.
The primary remedy for a confirmed production defect is rework or refinement of the product itself.
Delivery is paid by the Client, unless otherwise agreed separately.
5 working days from the date of readiness notification.
Yes. You may use Shattof Escrow or another independent and trusted Guarantor.
Not necessarily. The Guarantor operates according to its own rules and the terms of the specific transaction. Quality requirements must be agreed with Shattof Service before the mock‑up is provided.
Yes. Shattof Service reserves the right to refuse a new order, terminate discussion or decline further cooperation without giving reasons.
Shattof Service
Ready to discuss an Order?
Before placing an order, you can clarify the cost, timeline, mock‑up requirements, payment method, delivery and use of the Escrow guarantee service.