Owners Of Shado Devices
Warranty
12 months from first purchase in Australia, 24 months in the UK, EU and Switzerland. The Shado Limited Warranty. What is covered, what is excluded, tamper and re-bind, and how to make a claim.
Terms and Conditions
Governs activation and use of Shado Devices and the Shado app.
Resale and Transfer Policy
Transferring ownership of a Shado Device, and what happens on a private sale or consignment. The new owner confirms in their own app, within 10 minutes in person or 24 hours remotely, then a 6-hour finalisation window applies. No one can reverse a completed transfer on their own.
Battery Disclaimer
Charging, handling, storage, transport and disposal of Devices containing a lithium cell. Applies to Sentinel Editions only. Bastion is rechargeable. Aegis uses a user-replaceable non-rechargeable cell behind a battery cover and must never be charged. Provenance Editions contain no battery.
Legal Disclaimer
The operational limits of Shado Devices, the app, the Vault and the registry, including theft recovery, connectivity, certificate acceptance, tamper behaviour and forensic logs.
Business Customers
Standard Terms of Supply
Applies to orders where no signed supply agreement is in force.
Commercial Hardware Warranty
Applies to hardware modules supplied for incorporation into a manufacturer's own products.
Data processing
Shado is the controller of account, registry, ownership, provenance and Protection Mode data. Where a brand instructs Shado to process data it supplies, such as customer records at provisioning, Shado processes that data on the brand's behalf under the data processing terms of the applicable agreement. Standard contractual clauses and the technical and organisational measures schedule are available on request.
Website And Verification
Known Limitations
This section states what a Shado Device does not do. It is published so that anyone considering a Shado-protected piece can assess it accurately. It forms part of the Documentation referred to in the Shado Warranty.
The module can be removed
Any component fixed to an object can be removed by someone with tools and time. The system is not designed to prevent removal. It is designed so that a removal cannot be reversed without leaving a trace, is recorded at the next tap, and is linked in the record to the owner registered at the time.
Binding is to the carrier, not to the whole object
On a watch, two tamper circuits run in series: one from the module to the strap, and one from the strap to the lugs. Together they establish that the module has not been separated from the strap and that the strap has not been removed from the watch. It does not bind the module to the watch head, case or movement, because no Shado component contacts any part of the watch the manufacturer warrants.
A verified tap confirms the module, not every part
A verified result confirms the Shado module and its registered history. It doesn't confirm that the item's parts are original. Shado can't detect a part replaced away from the module.
A tamper record stays in the history
A reported tamper shows at every tap and blocks transfer until a review clears it. It never restricts the watch, the bag or the Device. It is cleared by an authorised re-bind (authorised service taps the item, the owner approves in the Shado app, and Shado signs the event) or, where there is no service record, by a Shado review. The tamper and its clearance both stay in the history.
The strap is not user-serviceable
Removing a strap breaks the tamper circuit and requires an authorised re-bind by the brand, its boutiques or its authorised service centres. This is deliberate. If an owner could break and restore the seal, a buyer could not distinguish a strap change from a theft.
On Provenance, tamper is evidence rather than an alert
Provenance Editions (Heirloom, Heritage) contain no radio and no battery. They draw power from the reading phone during a tap, so a break is recorded and surfaced at the next tap rather than reported live. Sentinel Editions (Bastion, Aegis) add radios, a battery and alerting.
Sentinel is not shipping in v1
Sentinel Editions (Bastion, Aegis), with location reporting, cellular connectivity and a battery, are designed; not shipping in v1. Every Sentinel location demonstration carries the line "Sentinel engineering demonstration. Not a shipping configuration."
Verification requires someone to choose to check
An object sold to a party who never taps it leaves the record unchanged. Nothing in the system compels verification.
A discarded module leaves no record
A thief who removes and discards the module and carrier can sell the object with no Shado record at all. No system that does not modify the host object can prevent this.
The record is kept separately from the hardware
The module is a serviceable component that refers to a record held in the Shado registry, separately from the hardware. Shado makes no commitment to any hardware roadmap, form factor, or feature parity across generations. Where an edition is no longer manufactured, a functionally equivalent successor may be supplied and the record carries across.
Nothing in this section excludes, restricts or modifies any guarantee, right or remedy under the Australian Consumer Law, the Consumer Rights Act 2015, Directive (EU) 2019/771, or any other law that cannot lawfully be excluded.
Complaints And Disputes
If you are unhappy with a decision Shado has made, including a declined warranty claim, email support@shadosecurity.com and ask for the matter to be reviewed. A senior member of the support team will review it and give you a written outcome within 10 business days.
If that does not resolve it, either party may give written notice of a dispute. The parties will then attempt to resolve it by direct negotiation for 30 days, and may agree to mediation, with costs shared equally, before commencing proceedings. Mediation takes place in Sydney for Australian users and business users, and in the country where you live if you are a consumer in the UK or the EU. Nothing in this paragraph prevents either party from seeking urgent relief from a court.
You may contact a consumer protection authority at any time. In Australia that is NSW Fair Trading or the Australian Competition and Consumer Commission. Nothing on this page requires you to exhaust Shado's internal process first, and nothing limits your right to bring a claim in a small claims tribunal or a consumer dispute forum.
Reporting A Security Vulnerability
If you believe you have found a vulnerability in a Shado Device, the Shado app, the Vault or this website, report it to support@shadosecurity.com with the subject line "Security". Include enough detail to reproduce the issue.
Shado acknowledges reports within 3 business days and will keep you informed while the issue is assessed. Shado will not pursue legal action against a researcher who reports a vulnerability in good faith, gives Shado a reasonable opportunity to remedy it before disclosing it publicly, does not access, modify or delete data belonging to anyone else, does not degrade the service for other users, and does not extract data beyond what is necessary to demonstrate the issue.
Shado does not currently operate a paid bug bounty. Researchers who report a material issue will be credited by name, with their consent, once it is resolved.
Requests From Law Enforcement And Third Parties
Shado holds ownership records, transfer history, tamper events and, for Sentinel Editions, location data. Shado may receive requests for that information from police, insurers, boutiques and private parties.
Shado discloses information to a law enforcement or government agency only where it is compelled by a valid legal instrument, or where disclosure is otherwise permitted or required by law. Shado reviews each request and will refuse or narrow one that is overbroad or that lacks a proper basis. Where Shado is lawfully able to do so, it notifies the affected owner before disclosing.
Shado discloses information to an insurer, boutique, auction house or private party only with the authorisation of the verified owner.
Requests should be sent to support@shadosecurity.com with the subject line "Legal request". Full details of Shado's handling of personal information are in the Privacy Policy.
Intellectual Property
Shado, the Shado logo and the Edition names Heirloom, Heritage, Bastion and Aegis are trade marks of Shado Pty Ltd. Shado's hardware, firmware, authentication protocols, registry software and documentation are protected by copyright and pending patent applications. Nothing on this website grants any licence to use them.
Any brand names and marks belonging to third parties that appear on this site or in Vault Lookup are used with permission or to identify the relevant product, and remain the property of their owners.
To report infringement of your rights by material on this site, email support@shadosecurity.com with the subject line "IP notice", identifying the material, your rights in it and your contact details.
Changes To These Documents
Shado updates these documents from time to time. Each carries an effective date. An updated version of the Warranty applies to Devices purchased after its effective date and does not reduce rights already granted in respect of Devices purchased earlier.
The version of a document in force on the date you bought your Device is the version that governs it. Shado retains prior versions and will supply the one that applies to you on request from support@shadosecurity.com.
Contact
For any enquiry about these documents, a warranty claim, privacy, battery safety or a Shado Device, email support@shadosecurity.com. Support is by email only, Monday to Friday, 09:00 to 18:00 UK time. For fire, smoke or injury, call your local emergency services.
Where you are in a jurisdiction with mandatory consumer protection laws that cannot be excluded by contract, those laws apply to the extent required regardless of any governing law clause in these documents. Last updated 17 October 2026.