Refund Policy
Effective Date: September 26, 2026 • Version: 1.1
This policy forms part of the Terms of Service. It explains when you can get your money back, and how long that takes.
Try before you pay. New accounts get 7 days of unlimited calculations, then the free tier gives one full container calculation every day, with your own manifests and no payment method required. We would much rather you tested the engine on real cargo first than bought a plan and asked for a refund.
1. At a glance
| What you bought | Refund window | Condition |
|---|---|---|
| Monthly subscription | 14 days from purchase | Full refund, no reason needed |
| 6-month or yearly package | 14 days from purchase | Full refund, no reason needed |
| Credit pack (15 or 50 runs) | 14 days from purchase | Full refund if unused; pro-rata on unused credits after that |
| 24-hour day pass | Before first use | Full refund. Once activated it cannot be refunded |
| Renewals | 7 days from the charge | Full refund if you did not intend to renew and have not used the new term |
2. The 14-day window
For any first-time subscription or package purchase you may request a full refund within 14 days. You do not need to give a reason, and using the service during that period does not disqualify you. This is deliberately more generous than "unused only" because the whole point of a load planner is that you cannot judge it without running real manifests through it.
3. Credits and day passes
Credits never expire, which makes them different from a subscription.
- Unused pack, within 14 days: full refund.
- Partly used pack, within 14 days: refund of the unused credits at the per-run rate you paid.
- After 14 days: credits remain yours indefinitely, but are no longer refundable.
- Day passes grant unlimited runs for 24 hours from activation. Before activation, fully refundable. After activation, not refundable, because the entire product has been delivered.
4. Renewals you did not want
If a subscription renewed and you did not mean it to, email us within 7 days of the charge and we will refund it in full, provided you have not made significant use of the new term. We would rather return the money than keep a payment you did not intend to make.
5. When we may decline
We may refuse a refund where:
- The request falls outside the windows above.
- The account was suspended for breaching the acceptable use section of the Terms.
- There is clear evidence of abuse, such as repeatedly buying and refunding to obtain free usage.
If we decline, we will tell you the specific reason.
6. Service problems
The windows above are a floor, not a ceiling. If the service was materially broken for you, or a feature you paid for did not work, contact us regardless of how much time has passed and we will put it right or refund you. We do not hide behind a deadline when the fault is ours.
7. How to request a refund
Email saam@cargo-optix.com from the address on the account, with:
- the plan or pack you bought, and roughly when;
- whether you would like a refund or a change of plan.
A reason is welcome but never required.
8. How long it takes
We aim to respond within 2 business days and to approve or decline within 5 business days. Approved refunds are issued to the original payment method by Paddle.com, our online reseller and the Merchant of Record for every order, and you receive a confirmation from Paddle. Your bank typically takes a further 5 to 10 business days to show the money, which is outside our control.
A full refund ends the plan, pass or credit pack it paid for. A partial refund of credits removes only the refunded credits; anything you keep stays usable.
You can also raise a refund or billing question with Paddle directly at paddle.net, using the email address you paid with.
9. Your statutory rights
Nothing in this policy limits rights you have under the consumer law of your own country. Where local law gives you a longer or stronger right of withdrawal, that law applies and overrides this document.
10. Contact
Questions about a payment or a refund: saam@cargo-optix.com.