Refund Policy

1. Overview

At Cargolyze, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be granted for our services.

All payments are processed securely through Paddle.com Market Ltd, our authorized payment processor. By subscribing to our services, you agree to the terms outlined in this policy.

2. Refund Eligibility

2.1 Annual Subscriptions

Customers with annual subscriptions are eligible for a full refund under the following conditions:

• The refund request is made within 30 days of the initial purchase
• You have used the service for less than 5 shipments
• The request is not related to a violation of our Terms of Service
• You have contacted our support team to resolve any issues first

2.2 Monthly Subscriptions

Monthly subscriptions follow different guidelines:

• No refunds for partial months used
• You can cancel at any time to avoid future charges
• Cancellation takes effect at the end of the current billing period
• Refunds are considered on a case-by-case basis for technical issues

2.3 Free Trials

Our 14-day free trial requires no payment information. After the trial period:

• If you don't cancel, your chosen plan will automatically start
• Once billing begins, standard refund policies apply
• You can cancel anytime during the trial to avoid charges

3. Non-Refundable Items

The following are generally not eligible for refunds:

• Monthly subscription fees for periods already used
• Services rendered or partially used
• Custom development or enterprise implementation fees
• Charges related to violations of our Terms of Service
• Third-party fees or charges (carrier data access, etc.)
• Bank fees, currency conversion fees, or payment processor fees

4. Common Refund Scenarios

* Technical issues must be verified by our support team and must prevent significant use of the service.

5. How to Request a Refund

6. Cancellation Policy

6.1 How to Cancel

You can cancel your subscription at any time:

• Self-Service: Log into your account and visit Billing Settings
• Email: Send cancellation request to billing@cargolyze.com
• Through Paddle: Contact Paddle support directly if you purchased through them

6.2 Cancellation Effects

When you cancel:

• Your subscription remains active until the end of the current billing period
• You retain access to all features until the billing period ends
• No further charges will be made
• You can restart your subscription at any time

7. Special Circumstances

7.1 Service Discontinuation

If we discontinue Cargolyze permanently, we will provide:

• At least 60 days notice to all active users
• Pro-rated refunds for any unused portion of annual subscriptions
• Data export tools to migrate your information

7.2 Force Majeure

We are not liable for service interruptions caused by:

• Acts of God, natural disasters, or weather events
• Government actions or regulatory changes
• Third-party carrier website changes or API disruptions
• Internet or infrastructure failures beyond our control

7.3 Legal Compliance

Refunds may be required by law in certain jurisdictions. We comply with:

• Consumer protection laws in your country/region
• Distance selling regulations where applicable
• Digital content regulations

8. Paddle Payment Processing

As our payment processor, Paddle.com Market Ltd handles:

• Payment collection and security
• Tax/VAT calculation and remittance
• Currency conversion
• Initial refund processing

For payment-related questions, you can contact:

• Paddle Support: https://paddle.com/support
• Your Paddle Invoice: Contains direct contact information
• Paddle Dashboard: Manage subscriptions and view billing history

9. Policy Changes

We may update this Refund Policy periodically. When we do:

• We'll update the "Last Updated" date at the top
• Material changes will be communicated via email
• Changes won't apply retroactively to previous purchases
• Continued use of our services indicates acceptance of changes

10. Contact Us

For fastest resolution, please include in your email:

• Your account email address
• Invoice number or transaction ID
• Reason for refund request
• Any relevant screenshots or details