Refund Policy

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

1. Overview

Road511 has four kinds of paid product: monthly subscriptions, annual subscriptions, top-up packs for additional routing capacity, and (separately negotiated) Enterprise contracts. The refund rules differ for each. This page sets out each one. All payments are processed by our merchant of record, Paddle.com; refund-eligible cases below are paid via Paddle.

2. Free Trial

Road511 offers a 14-day free trial with no credit card required. The trial provides full API access across all endpoints, data types, and jurisdictions so you can evaluate the Service thoroughly before any charge. We encourage you to run your integration to completion during the trial.

3. Monthly Subscriptions

Monthly subscriptions are billed in advance and are non-refundable for unused time. When you cancel a monthly plan, you retain full access until the end of the paid period; you will not be charged for the next month; and no pro-rata refund is issued. This mirrors the configuration we maintain with Paddle.

4. Annual Subscriptions — 14-Day Usage-Net Refund

For annual subscriptions, you may withdraw from the contract within 14 calendar days of the original first paid subscription date and receive a refund net of usage already consumed.

Refund formula. The refund amount is calculated as:

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 any sales tax / VAT / GST collected by Paddle (the tax portion is refunded separately by Paddle per local tax rules).
• data_requests_used is the number of billable data-endpoint requests recorded for your account between subscription start and the date your withdrawal request 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.
• 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.

Conservative refund anchor. The 14-day right of withdrawal applies to the original first paid subscription. Plan upgrades, cadence changes (monthly ↔ annual), and variant changes do not reset this window. If you upgraded from a monthly plan to an annual plan after using the Service for some time, the 14-day window is calculated from the original first paid subscription date, not from the upgrade date.

5. Top-Up Packs

Top-up packs are one-time purchases that add routing-call capacity for the current subscription month. They are not auto-renewed and they expire at the end of the subscription month in which they are 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.
• Initial-purchase withdrawal right. Where applicable law grants a 14-day right of withdrawal on the customer's first top-up purchase, that right is honored on the same terms as Section 4 (i.e. consumed calls reduce the refund amount, floored at $0). Subsequent top-up purchases by the same customer do not trigger a new withdrawal window.

6. Cancellation

You may cancel your subscription at any time through the Developer Portal or by contacting us at [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). Canceled 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. Resubscribing reactivates the same keys — no code changes required
• No pro-rata refund is issued for the remaining days in the billing period, except as set out in Section 4 (14-day annual withdrawal) and Section 7 (material service failure)

7. Plan Changes

You can upgrade or downgrade your plan at any time:

• 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.
• Plan upgrades and downgrades do not reset the 14-day refund window (Section 4).

8. Material Service Failure — Exception

Independently of the rules above, in cases of a material service failure attributable to Road511 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 Road511's own infrastructure and not to the upstream routing provider (see the SLA disclaimer in the Terms of Service: outages of the upstream HERE routing service are not material service failures of Road511).

Refunds in this category are issued via Paddle as a credit-back or service credit, at our discretion and on a manual review basis. To request consideration, see Section 9.

9. 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 Road511 account
• The Paddle order/invoice number (visible in the receipt email and in your developer portal billing section)
• A brief description of which refund category you are invoking (14-day annual withdrawal, unused top-up, material service failure, etc.)
• For material service failure claims: the date and approximate time window of the outage you observed

For the 14-day annual withdrawal case, there is also a direct CTA in the Developer Portal billing section that initiates the request without an email round-trip. We aim to acknowledge refund requests within 2 business days and to resolve them within 10 business days. Approved refunds are paid back via Paddle to the original payment instrument; settlement timing depends on Paddle and the issuing bank.

10. Payment Processing

All payments are processed by Paddle.com, our merchant of record. Paddle handles billing, invoicing, sales-tax / VAT / GST collection and remittance, and payment disputes. For billing-related inquiries, you may contact Paddle directly via the link in any invoice, or reach out to us at [email protected].

11. Contact

For questions about this Refund Policy, contact us at [email protected].