1. Overview and scope
CargoDuo ("CargoDuo", "we", "us" or "our") provides a seat-based subscription service (the "Service"): you may start on a free trial, pay only for the seats you require, adjust your seat count as your team grows or contracts, and cancel at any time. This Refund Policy (the "Policy") explains how cancellations operate, when a payment is refundable, and how to request a refund. It applies to subscriptions purchased through our online checkout and to subscriptions set out in an executed order form, and must be read together with Section 6 (Subscription, fees and billing) of our Terms of Service at /legal/terms and our Privacy Policy at /legal/privacy. The seller and merchant of record for every purchase is Paddle ("Paddle"), which acts as reseller and seller of record: Paddle takes the payment, issues the invoice and receipt, and calculates, collects and remits applicable VAT and sales tax worldwide. Paddle is identified at checkout and on your receipt, and your purchase is additionally governed by Paddle's buyer terms presented at checkout (the "Buyer Terms"). Catalog prices are displayed exclusive of tax; the applicable tax is added at checkout. Where an executed order form, or the mandatory consumer-protection law of your country of residence, provides otherwise, that document or that law prevails over this Policy to the extent of the conflict.
2. Free trial — try before you pay
Every new user may evaluate the Service on a one-time free trial before any charge is made. The trial provides working access to the Service so that you can confirm it fits your operation before committing to a paid plan, and we encourage you to use it fully — it is the simplest way to avoid paying for something that proves unsuitable. Starting the trial requires no payment card. The trial is granted once per user. Moving from the trial to a paid plan is always a deliberate, opt-in action, and we notify you clearly before the first charge is made.
3. Recurring billing and renewals
Paid plans renew automatically. Unless you cancel or disable auto-renewal, your subscription renews at the end of each billing period — monthly for monthly plans, or at the end of the committed term for longer plans — and the payment method on file is charged for the next period through Paddle so that your team retains uninterrupted access. The amount, billing frequency, seat count and next renewal date are presented at checkout and remain visible at all times in the in-product billing console. You may disable auto-renewal at any time, and we send an email reminder before a longer (for example, annual) term renews. By subscribing, you authorize these recurring charges until you cancel or disable auto-renewal.
4. How to cancel
You may cancel at any time, with no cancellation fee. Cancellation is available in two ways: from the billing console inside the product, or by emailing info@cargoduo.com from the address associated with your account. Cancellation takes effect at the end of the current paid period (cancel-at-period-end): it stops the next renewal while keeping your workspace active until the end of the period you have already paid for, so you do not lose access immediately and are not charged again once that period ends. Cancellation is reversible until the period ends. Cancelling does not, by itself, refund the period you are already in; whether that period is refundable is governed by Sections 5 to 9.
5. 14-day cooling-off period (consumers)
If you subscribe as a consumer — an individual acting outside your trade, business or profession — and you are resident in the EU, the EEA, the United Kingdom, or another jurisdiction that grants a statutory right of withdrawal, you may cancel your first paid subscription within 14 days of the purchase date and receive a refund, without giving a reason. If you asked us to begin providing the Service during that period and then withdraw, we may retain or deduct a proportionate amount reflecting the use you made of the Service up to the moment you notified us, measured against the full subscription price. To exercise this right, contact info@cargoduo.com within the 14-day window. Most CargoDuo customers subscribe as a business rather than as a consumer; for business customers we voluntarily offer the comparable good-faith window described in Section 6.
6. Good-faith refund window
Even where the statutory cooling-off right does not apply — for example, for business customers — we will refund a charge in full if you contact us within 14 days of that charge and have not made substantial use of the period it paid for. This covers both an initial paid subscription and a renewal that took you by surprise (for instance, where you intended to cancel but did not). Substantial use of the period may reduce or remove what we are able to refund. This window is a voluntary commitment; it is in addition to, and does not replace, any statutory right you have under Section 5 or Section 15.
7. Monthly subscriptions
Monthly plans are billed in advance at the start of each billing period. Following cancellation (Section 4), your workspace remains active until the end of the month you have already paid for. We do not pro-rate or refund the current month once it has started, except where required by law, under the cooling-off right in Section 5, or under the good-faith window in Section 6.
8. Annual and committed subscriptions
Annual and other longer-term plans are billed in advance for the committed period. If you cancel during the period, your workspace remains active until the end of the term you paid for, and auto-renewal is disabled. Outside the cooling-off right (Section 5) and the good-faith window (Section 6), prepaid fees for a committed term are non-refundable; however, if we terminate your subscription for a reason that is not your fault, we will refund the prepaid fees for the unused, whole remaining months on a pro-rata basis. If you believe your circumstances warrant a pro-rata refund, contact us; we review such requests in good faith.
9. Seat changes, day passes and week passes
The Service is charged per active seat, billed monthly or annually. When you add seats in the middle of a billing period, we charge a prorated amount for the remainder of that period so the new seats align with your existing renewal date, and those seats become usable immediately. When you remove seats or move to a smaller plan, the change takes effect immediately, and the unused, already-paid value of the seats you drop is returned to your account as credit rather than as a cash refund; that credit is applied automatically to your future invoices, and nothing is charged at the time of the reduction. Switching between monthly and yearly billing works the same way: moving to yearly charges the prorated difference at the time of the switch, while moving back to monthly returns the unused portion of the year as account credit applied to your future invoices. You are never billed again for a seat once it is removed. Separately from seats, we offer day passes and week passes: one-time purchases — not subscriptions — that grant a single user temporary access for a fixed window and do not auto-renew. Because a pass is consumed once its access window begins, a pass is refundable only while it remains unredeemed (within the cooling-off right in Section 5 or the good-faith window in Section 6) and is not refundable once its access period has started, except where mandatory law requires otherwise. Unused passes do not roll over and have no cash value.
10. What is not refundable
Except where this Policy, an order form, or mandatory law provides otherwise, the following are not refundable: the portion of a billing period you have already used; one-time onboarding, migration, training or professional-services fees once that work has started; amounts billed by third parties or partners under their own contracts; and charges left unpaid that later lead to suspension for non-payment. Taxes are handled as described in Section 12.
11. How to request a refund
To request a refund, email info@cargoduo.com from the address associated with your account, or open a request from the billing console inside the product. Please provide your organization name and a brief description of what you would like refunded. You do not need to give a reason to exercise the cooling-off right in Section 5. We aim to acknowledge refund requests within two business days and to reach a decision on an approved refund promptly thereafter.
12. How approved refunds are processed
Approved refunds are returned to the original payment method through Paddle, the merchant of record that processed the charge; we cannot redirect a refund to a different card, account or person. Card data is handled within Paddle's PCI-DSS Level 1 environment and is never seen or stored by CargoDuo. Once a refund is issued, the time it takes to appear on your statement depends on your bank or card network and is typically several business days. Refunds are made in the original currency of the charge, and we are not responsible for differences caused by exchange-rate movements between the payment and the refund. Where tax was charged on the original payment, the refund includes the corresponding tax to the extent Paddle, as merchant of record, is able to adjust it. Separately, if you are a business that was charged VAT, GST or a similar tax and you are registered for that tax in the country of purchase, you may be entitled to a refund of the tax amount directly from Paddle; to claim it, contact Paddle (or us) within 60 days of the charge with a valid tax-registration number or exemption certificate.
13. Card disputes and chargebacks
If you believe a charge is incorrect, please contact us before opening a dispute or chargeback with your bank — we can almost always resolve a billing question faster and more completely ourselves. Opening a chargeback for a charge that is later found to be valid may result in suspension of the workspace until the matter is settled, in line with our Terms of Service.
14. Service interruptions
Refunds are not the remedy for service interruptions. Where a service-level agreement applies to your plan, service credits under that agreement are your sole and exclusive remedy for downtime, as described in Section 15 of the Terms of Service and in any applicable SLA. If you experience a problem with the Service, contact support first so that we can put it right.
15. Your statutory rights
Nothing in this Policy limits or removes any non-waivable right you have under the mandatory consumer-protection or other laws of your country of residence — including, where applicable, distance-selling and withdrawal rights in the EU, the EEA and the United Kingdom, and consumer rights under Turkish law. Where this Policy conflicts with a right you cannot waive, that right applies.
16. Changes to this policy
We may update this Policy to reflect changes in our plans, our payment provider, or applicable law. We will revise the "Last Updated" date above and, for material changes, provide notice by email or an in-product notice. The version of this Policy in effect at the time you made a particular payment governs that payment.
17. How to contact us
For any question about billing, cancellations or refunds, email info@cargoduo.com and our team will assist you. This Refund Policy is always available from the footer of every page on cargoduo.com and directly at cargoduo.com/legal/refund.