1. All sales are final
A subscription buys access to the Service for a billing period, and that access is granted in full at the start of each period, monthly or yearly. Before you pay, you can run a number lookup on the site and open the sample shipments, so you know what you are buying. By subscribing you request that the Service starts immediately and, where the law allows, you waive any cooling-off or withdrawal right that would otherwise apply.
2. What is never refunded
- A change of mind after paying.
- Not using the Service, or using less of it than planned.
- A renewal charged after earlier failed payment attempts.
- Believing the subscription was a one-off payment.
- Forgetting to cancel before a renewal.
- Gaps in carrier data, delayed events or differences between a predicted ETA and the actual arrival.
- A feature that is not described on the pricing page.
- Choosing the wrong plan or billing period.
- Part periods after cancellation or a downgrade.
- Accounts closed for sharing access or other breaches of the Terms.
3. The only exceptions
We refund a charge only in these cases:
- Duplicate charge. You were charged twice for the same period of the same subscription. We refund the extra charge.
- Unauthorised charge. A charge you did not authorise, proven and reported to us within 14 days of the charge. We refund it and close the affected access.
- Total failure of service. The Service was completely unavailable to you for the paid period and you reported it to us at the time. We refund the affected period.
4. How to request a refund
Email support@shipmentvisibility.com within 14 days of the charge, from the address linked to your account, with the date and amount of the charge and the reason. We reply with a decision and, if the request qualifies, refund to the original payment method. Opening a chargeback without contacting us first is a breach of the Terms and closes the account.
5. Renewals, failed payments and cancelling
Subscriptions renew automatically at the end of each billing period until you cancel. You can cancel at any time in the billing section of your account settings, and access continues until the end of the period already paid. If a renewal payment fails, we retry it and access may be paused until it succeeds. Upgrades charge the difference immediately. Downgrades take effect at the next renewal without a refund or credit.
6. Records we keep
To handle requests and disputes we keep invoices, payment records, the plan and period purchased, sign-in history and usage of the account (for example shipments added). These records are kept as described in the privacy policy.