Refund Policy

Last updated: 2026-02-09

1. Subscription Cancellation

You may cancel your subscription at any time through your dashboard. Upon cancellation:

  • Your access to paid features will continue until the end of your current billing period
  • No further charges will be made after the current billing period ends
  • Your account will automatically revert to the Free plan

2. Refund Eligibility

We offer refunds under the following circumstances:

  • Within 14 days of first subscription — If you are a first-time subscriber and are not satisfied with the Service, you may request a full refund within 14 days of your initial purchase.
  • Billing errors — If you were charged incorrectly due to a technical error, we will issue a full refund for the erroneous charge.
  • Service unavailability — If the Service fails to meet the 98% uptime SLA as described in our Terms of Service, you may request a pro-rata service credit for the affected period.

3. Non-Refundable Situations

Refunds will generally not be issued in the following cases:

  • After the 14-day initial refund window for first-time subscribers
  • Partial month usage (cancellations mid-billing cycle)
  • Account suspension or termination due to Terms of Service violations
  • Failure to use the Service or API during the billing period
  • Dissatisfaction with third-party carrier tracking data accuracy (as we aggregate data from external sources)

4. Service Credits (SLA)

If the API uptime falls below 98% in a calendar month, paid subscribers may request a service credit. Credits are calculated proportionally based on the actual downtime beyond the allowed threshold relative to your monthly subscription fee.

Service credits are:

  • Applied to future billing cycles (not redeemable for cash)
  • Capped at 100% of the monthly subscription fee for the affected month
  • Must be requested within 30 days of the downtime event

5. How to Request a Refund

To request a refund or service credit, contact us at help@whereparcel.com with:

  • Your account email address
  • The reason for your refund request
  • The billing period in question

We will review your request and respond within 5 business days. Approved refunds are processed through Paddle (our payment processor) and may take 5–10 business days to appear on your statement.

6. Payment Processing

All payments are processed by Paddle, who acts as our Merchant of Record. Refunds are issued through Paddle to your original payment method. For questions about a specific transaction, you may also contact Paddle directly.

7. Contact

If you have questions about this Refund Policy, contact us at help@whereparcel.com.