Cancellation and Refund Policy

Last updated: 19 July 2026

This Policy applies to paid epassportify subscriptions purchased through Paddle. Paddle is the authorized reseller and merchant of record, so eligible refunds are issued by Paddle rather than paid directly by epassportify.

1. Monthly subscriptions and automatic renewal

During early access, standard paid plans are billed monthly in advance. A subscription automatically renews each month until cancelled. The price, currency, taxes, plan, and billing frequency are displayed before checkout.

2. Cancelling a subscription

You may cancel at any time:

• through the “Manage subscription” or customer-portal link in your Paddle receipt;
• through the billing area in your epassportify account, where available; or
• through Paddle Buyer Support.

Cancellation takes effect at the end of the current monthly billing period. You keep paid access until that date and will not be charged for another month. Cancellation does not normally create a refund for time already used in the current period.

3. Refunds

Payments for a billing period that has already started are generally non-refundable. Cancelling a subscription prevents the next renewal; it does not retroactively cancel or refund the current monthly period. A refund may nevertheless be required where:

• applicable consumer or other mandatory law gives you a withdrawal or refund right;
• you were charged more than once or an incorrect amount due to a verified billing error;
• Paddle determines that a refund is due under its Refund Policy or Buyer Terms; or
• another right that cannot lawfully be excluded applies.

Nothing in this Policy limits rights that cannot lawfully be waived. Consumer withdrawal rights vary by location and may be affected where a buyer requests or consents to immediate access to digital services.

4. Early access, service changes, and data incidents

The platform is under active development, but early-access status is not a blanket exclusion of responsibility for a paid Service. If a confirmed platform incident causes a material loss of Customer Content or prevents use of core paid functionality, contact us promptly so we can investigate and attempt recovery or remediation.

A technical incident, product change, or change to a regulatory assumption does not automatically create a refund or credit for the current period. If you no longer wish to continue for any reason, you may cancel at any time and the subscription will not renew after the current monthly billing period. This rule does not affect a refund or other remedy that Paddle's terms or mandatory law requires.

5. How to request a refund

1. Email [email protected] with your account email, Paddle transaction or subscription reference, the charge date, and a clear description of the issue. Do not send full payment-card details.
2. Allow us a reasonable opportunity to investigate and resolve a technical or delivery issue.
3. Submit the request through the link in your Paddle receipt or at paddle.net. Paddle verifies eligibility and processes approved refunds to the original payment method where possible.

Submit requests promptly. Statutory deadlines and Paddle’s applicable terms may affect eligibility. Paddle’s transaction records do not override mandatory legal rights.

6. Plan limits and unused capacity

Not using the Service, using less than a plan allowance, failing to issue all included QR codes, or forgetting to cancel before renewal does not by itself create a refund right. Contact us promptly if an exceptional circumstance applies.

7. Taxes, currency, and processing

Paddle calculates applicable taxes and handles payment processing. Tax adjustments and refunds are subject to Paddle’s terms and applicable law. Approved refunds are normally returned to the original payment method; bank or currency-conversion differences outside our control may apply.

8. Chargebacks

Please contact us and Paddle before raising a chargeback so a billing or technical issue can be investigated. Fraudulent or abusive disputes may result in temporary suspension while Paddle investigates, without limiting legitimate rights.

9. Account data after cancellation

Cancellation stops future paid renewals; it is not automatically a request to delete an account or personal data. Paid entitlements may end and the workspace may revert to free limits. Export required records before the billing period ends. Account-deletion and privacy requests are handled under our Privacy Policy.

10. Changes and contact

We may update this Policy prospectively. The version applicable at the time of a transaction and any mandatory law will govern that transaction. Questions may be sent to [email protected].