Refund & Withdrawal Policy

Last updated: May 18, 2026 · Version 2026-05-18

1. Overview

This policy explains how cancellation, refunds, and the consumer right of withdrawal work for NAPSPAN subscriptions and one-time top-up packs. Different rules apply depending on whether you are contracting as a consumer (a natural person acting outside any trade, business, craft, or profession, within the meaning of Article 2(1) of Directive 2011/83/EU) or as a business user, and whether you bought a monthly subscription, an annual subscription, or a top-up pack for additional routing capacity. Section 2 covers the consumer right of withdrawal (with the annual usage-net refund formula in Section 2.5); Section 3 covers top-up packs; Section 4 covers business users (for whom monthly and annual subscriptions are both non-refundable for unused time, subject only to the material-service-failure exception in Section 9); and Sections 5–13 apply to everyone.

2. Consumer Right of Withdrawal (EEA)

If you are a consumer resident in the EEA, you have the right to withdraw from any paid subscription contract within 14 calendar days from the date the contract is concluded, without giving any reason and without incurring any costs other than those described below. This right is granted by Article 9 of Directive 2011/83/EU on consumer rights.

2.1 How to exercise the right

To exercise the right of withdrawal, you must inform us with an unequivocal statement (e.g. an email to [email protected] or a letter sent to the postal address listed in the Imprint / Legal Notice) of your decision to withdraw from the contract. You may use the model withdrawal form below, but it is not mandatory. To meet the deadline it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.

2.2 Effects of withdrawal

If you withdraw from the contract within the 14-day window and the loss-of-withdrawal exception in Section 2.3 does not apply, we will reimburse all payments received from you, including the costs of delivery (if any), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

2.3 Loss of the right of withdrawal for digital services that begin immediately

The Service is the supply of digital services (an online API). Pursuant to Article 16(m) of Directive 2011/83/EU, you lose the right of withdrawal where:

• You have given prior express consent to the performance of the Service beginning during the 14-day withdrawal period; and
• You have expressly acknowledged that you will lose your right of withdrawal once the contract has been fully performed by us; and
• We have provided you with confirmation of the contract on a durable medium (the order-confirmation email), which records that consent and acknowledgment.

At checkout for any paid plan we present a clearly worded checkbox that captures this consent and acknowledgment. If you tick it, we provision your API key and start serving paid requests immediately and your right of withdrawal lapses upon full performance. If you do not tick it, we will not begin performance until the 14-day period has elapsed; you can still use the free trial in the meantime.

If performance has begun at your express request but is not yet complete when you withdraw, you will pay an amount proportionate to the part of the Service supplied up to the moment of withdrawal, in accordance with Article 14(3) of Directive 2011/83/EU.

2.4 Model withdrawal form

The following form mirrors Annex I(B) of Directive 2011/83/EU. Complete and return it only if you wish to withdraw from the contract.

To: NAPSPAN — Roman Kotenko, sole proprietor — [email protected]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following service:

— Description of the service: NAPSPAN subscription, plan: ____________________

— Ordered on (*) / received on (*): ____________________

— Name of consumer(s): ____________________

— Address of consumer(s): ____________________

— Email used at signup: ____________________

— Signature of consumer(s) (only if this form is notified on paper): ____________________

— Date: ____________________

(*) Delete as appropriate.

2.5 Annual subscriptions — usage-net refund formula

Where the loss-of-withdrawal exception in Section 2.3 does not apply — i.e. where you exercise the right of withdrawal on an annual subscription within the 14-day window — and you have made use of the Service during that window, the proportionate compensation due to us under Article 14(3) of Directive 2011/83/EU is calculated by the following formula, which is published here for transparency and which we will apply automatically:

refund = paid_amount
       − (data_requests_used × data_unit_price)
       − (routing_calls_used × routing_unit_price)
floored at €0

• paid_amount is the amount Paddle charged you for the annual subscription, net of VAT collected by Paddle (the VAT portion is refunded separately by Paddle in accordance with applicable tax law).
• data_requests_used is the number of billable data-endpoint requests recorded for your account between subscription start and the date your withdrawal notice is received.
• routing_calls_used is the number of billable truck-routing calls recorded for your account in the same window.
• data_unit_price and routing_unit_price are the published retail per-call rates for the variant of the plan you purchased. These rates are listed on the pricing page and do not vary by individual customer. We do not apply a higher "retail" rate for the purpose of computing the refund deduction; we apply your variant's actual published rate.
• Floor at €0. If the net usage value equals or exceeds the amount paid, the refund is €0 — you keep the calls you have already consumed and we keep the revenue, but we do not invoice you for any excess. We do not retroactively invalidate or reverse calls you have already received responses for.

2.6 Conservative refund anchor

In plain language: the 14-day right of withdrawal applies to your original first paid subscription. Plan upgrades, cadence changes (monthly ↔ annual), and variant changes do not reset this window. If you upgraded from a monthly to an annual plan after using the Service for some time, the 14-day countdown runs from the original first paid subscription date, not from the upgrade date. This anchor does not derogate from any wider statutory right that may apply under your country of habitual residence; where national law grants a longer or differently-anchored withdrawal right, that right prevails.

3. Top-Up Packs

Top-up packs are one-time purchases that add routing-call capacity for the current subscription month. They are not subscriptions; they are not auto-renewed; and any unconsumed capacity expires at the end of the subscription month in which the pack was purchased.

• Generally non-refundable. Top-up purchases are final once redeemed. We do not refund top-up packs because they were not consumed within the month — they are explicitly time-bounded.
• Lenient handling on request. If you contact support before the end of the subscription month and have not consumed any calls from a top-up pack, we will, on a case-by-case basis, zero out the remaining balance and refund the unused capacity. We do not retroactively invalidate consumed calls — i.e. a partially used top-up is not partially refunded as a default outcome.
• Consumer right of withdrawal — initial top-up only. Where you contract as a consumer, the 14-day right of withdrawal in Section 2 applies to your first top-up purchase, subject to the same loss-of-withdrawal mechanics (immediate-performance consent, proportionate compensation under Article 14(3) of Directive 2011/83/EU). Subsequent top-up purchases by the same consumer are treated as one-time digital-service purchases that benefit from the initial-purchase consumer right but do not trigger a new 14-day window on each repeat purchase.
• Top-up packs are processed via Paddle, our merchant of record (see Section 11).

4. Business Users (B2B)

If you are contracting in the course of a trade, business, craft, or profession, the consumer right of withdrawal in Section 2 does not apply. For business users:

• All payments are non-refundable, except where required by mandatory law
• You may cancel at any time; the paid plan remains active until the end of the current billing period
• No pro-rata refund is issued for the unused remainder of the billing period
• The blanket no-refund position mirrors the configuration we maintain with our merchant of record, Paddle.com

5. Free Trial

NAPSPAN offers a 14-day free trial with no payment information required. The trial provides full API access so you can evaluate the Service before any charge. The trial is not a paid subscription and does not give rise to or consume the consumer right of withdrawal in Section 2.

6. Cancellation

You may cancel your subscription at any time through the Developer Portal or by emailing [email protected]. When you cancel:

• Your paid plan remains active until the end of the current billing period
• You will not be charged for the next billing cycle
• After the billing period ends, your API keys stop authorizing requests (HTTP 403). Cancelled accounts are not automatically downgraded to a free tier — the account is retained but API access pauses until you subscribe again
• Your account, historical usage data, and previously created API keys are preserved unless you also request account deletion. Resubscribing reactivates the same keys — no code changes required
• For business users, no pro-rata refund is issued. For consumers, the right of withdrawal in Section 2 may, depending on its conditions, give rise to a refund

7. Plan Changes

• Upgrades take effect immediately. You are charged the new plan price, pro-rated for the remainder of the current billing period.
• Downgrades take effect at the start of the next billing period. You retain your current plan benefits until then.

8. Statutory Rights for Non-Conformity (Consumers)

Independently of the right of withdrawal in Section 2, consumers have statutory rights against the supplier in case of non-conformity of digital services under Articles 11–14 of Directive (EU) 2019/770 and the national law transposing it. These rights are not affected by this Policy. Where the digital service is not in conformity with the contract, you may be entitled to have it brought into conformity, to a price reduction, or, in serious cases, to terminate the contract and obtain a refund.

9. Material Service Failure — Exception

Independently of the rules above, where the Service experiences a material service failure attributable to NAPSPAN infrastructure, we may, at our sole discretion, issue a refund or service credit. For the purposes of this Policy, "material service failure" is defined narrowly:

• A sustained outage exceeding 4 hours within a single UTC calendar day on the core data API for your jurisdiction set, or
• A sustained outage exceeding 4 hours within a single UTC calendar day on the truck-routing endpoint, provided the outage is attributable to NAPSPAN's own infrastructure and not to the upstream routing provider. Outages of the upstream routing service are not material service failures of NAPSPAN; see the SLA disclaimer in the Terms of Service.

Refunds in this category are issued via Paddle as a credit-back or service credit, at our discretion and on a manual review basis. This goodwill remedy is in addition to, and does not replace, any consumer statutory rights under Section 8.

10. Service Issues and Discretionary Credits

For service quality issues that do not meet the material-service-failure threshold in Section 9, please still contact [email protected]. We may, at our sole discretion, offer service credits or plan extensions. This goodwill remedy does not replace your statutory rights under Section 8.

11. How to Request a Refund

To request a refund under any of the above categories, contact us at [email protected] with:

• The email address associated with your NAPSPAN account
• The Paddle order / invoice number (visible in the receipt email and in your developer portal billing section)
• A brief description of which category you are invoking (consumer right of withdrawal, unused top-up, material service failure, statutory non-conformity, etc.)
• For material-service-failure claims: the date and approximate time window of the outage you observed

For the 14-day consumer-withdrawal case, there is also a direct CTA in the Developer Portal billing section that initiates the request without an email round-trip. We acknowledge withdrawal notices within 2 business days and issue the corresponding reimbursement no later than 14 days from receipt of the notice, in line with Article 13(1) of Directive 2011/83/EU. Approved refunds are paid back via Paddle to the original payment instrument; settlement timing depends on Paddle and the issuing bank.

12. Payment Processing

All payments are processed by Paddle.com Market Limited, our merchant of record (Ireland / United Kingdom). Paddle handles billing, invoicing, taxes (including VAT/GST/sales tax where applicable), and payment disputes. For billing-related queries you may contact Paddle directly via the link in any invoice or reach us at [email protected].

13. Contact

For questions about this Policy, write to [email protected].