Fleetune North America Refund Policy

This North America Refund Policy explains when and how business customers may request refunds for Fleetune services made available through us.fleetune.com and related Fleetune websites, applications, APIs, and support channels.

For purchases made through Paddle Checkout, Paddle Invoicing, or another Paddle order flow, Paddle acts as Fleetune's authorized reseller and, where applicable, Merchant of Record. This policy describes Fleetune's product and service refund criteria, while Paddle's buyer terms and refund policy may govern checkout mechanics, payment reversal, tax refund, original-payment-method refund processing, subscription cancellation routing, and buyer support for Paddle-processed transactions.

This policy is incorporated into Fleetune's North America Terms of Service. If an Order Form, statement of work, marketplace listing, Paddle buyer policy, or written agreement contains a different refund term for a specific purchase, that document controls for that purchase to the extent applicable. Nothing in this policy limits rights that cannot be waived under applicable law.

Unless an Order Form or applicable law provides a longer period, Customer must submit a refund request within 14 calendar days after the later of: the purchase date, the first date of paid Service access, the date the disputed Service issue occurred, or the applicable renewal charge date.

Submitting a request within the 14-day window does not guarantee a refund. Fleetune and, for Paddle transactions, Paddle may review the request case by case, including the nature of the Service, the reason for the request, usage or consumption, technical evidence, contractual terms, and applicable law.

Fleetune may decline refund requests submitted after the 14-day window, except where required by law, where Fleetune or Paddle charged Customer incorrectly, or where Fleetune or Paddle determines in its discretion that a refund, account credit, or service credit is appropriate. Tax refund requests for Paddle transactions may be subject to Paddle's separate timing and documentation rules, including a requirement to contact Paddle within the period specified by Paddle for sales tax, VAT, GST, or similar tax refunds.

Fleetune will review refund requests for the following reasons: material dissatisfaction caused by a documented Service quality issue; inability to use the paid Service due to a Fleetune system error; Fleetune's failure or unreasonable delay in delivering paid access due to a technical issue; material difference between the purchased Service and the Service description presented at purchase; duplicate billing, overbilling, or other payment-processing error; tax charged in error where valid exemption or tax registration documentation is provided through the proper process; or another reason Fleetune identifies as refundable in the applicable Order Form or support communication.

A refund may be full or partial depending on the nature of the issue, the amount of Service used, whether the issue affected only part of the purchased Service, whether Fleetune provided a workaround or correction, and whether Customer received value from the Service before the request.

Unless required by applicable law or expressly approved by Fleetune or Paddle for a Paddle-processed transaction, completed transactions are generally non-refundable and non-exchangeable after the Service has been made available, used, substantially consumed, or delivered.

The following are generally not refundable unless required by law or expressly approved by Fleetune or, for Paddle transactions, Paddle: requests outside the refund window; fees for fully delivered or substantially consumed Service; used routes, dispatches, stops, messages, API calls, Usage Credits, reports, or other consumed usage units; professional services, implementation, custom development, training, or consulting already performed; free, trial, bonus, promotional, or goodwill credits; third-party pass-through fees, carrier fees, payment processing fees, bank fees, currency conversion charges, wire fees, app store fees, marketplace fees, taxes not refundable under law, or other non-recoverable charges; charges arising from Customer's incorrect information, device settings, network issues, integration issues, misuse, fraud, abuse, policy violation, or failure to follow documentation; and purchases made through a third-party store or marketplace where that provider controls refunds.

Fleetune may deny or reduce a refund if Customer intentionally interfered with the Service, generated excessive or abusive usage, attempted to obtain unauthorized credits, submitted false information, initiated chargebacks before cooperating with support, or violated the Terms of Service.

To request a refund, Customer should contact Fleetune at biz@fleetune.com or through the support channel available in the Service.

For Paddle transactions, Customer may also request a refund through the Paddle receipt, the "View receipt" or "Manage subscription" link in the Paddle transaction confirmation email, the billing page in Customer's account if available, or Paddle's buyer support site. For product access, product defect, Service quality, or technical issues, Customer should contact Fleetune first so Fleetune can investigate and attempt to resolve the issue.

The request should include: Customer name and company name; Account, workspace, or project identifier; service date or billing period; email address associated with the Account; payment information such as invoice number, Paddle transaction ID, transaction ID, payment date, payment method, and charged amount; a clear description of the refund reason; screenshots, logs, error messages, route IDs, dispatch IDs, message IDs, or other information that helps Fleetune and Paddle investigate; and the requested remedy, such as refund, account credit, service credit, tax correction, or invoice correction.

If required information is missing or inaccurate, refund review may be delayed or denied until Customer provides the information reasonably needed to verify the transaction and issue.

After receiving a refund request, Fleetune will investigate the transaction, account activity, usage history, logs, Service status, support history, and any information Customer provides. Fleetune may request additional information from Customer before making a decision.

For Paddle transactions, Paddle's transaction records may be used to verify eligibility, timing, taxes, payment method, and refund processing status, but those records do not override mandatory statutory rights. Fleetune may tell Paddle whether Fleetune agrees that a product or Service issue justifies a refund, and Paddle may process the refund under Paddle's buyer terms, refund policy, and applicable law.

Fleetune may approve or recommend a full refund, partial refund, account credit, service credit, correction of an invoice, re-performance of affected Service, technical workaround, or denial of the request. Fleetune's determination will be made in good faith and in accordance with this policy, the Terms of Service, the applicable Order Form, Paddle policies for Paddle transactions, and applicable law.

Approved refunds will generally be issued to the original payment method where possible. For Paddle transactions, refunds are processed through Paddle's systems, and Fleetune will not directly pay refund amounts to Customer unless Fleetune expressly agrees otherwise in writing and the transaction is not controlled by Paddle.

For non-Paddle transactions, Fleetune will use commercially reasonable efforts to process approved refunds within 10 business days after approval. For Paddle transactions, approved refunds are generally processed by Paddle within 14 days after approval where eligible. The time for funds to appear may vary depending on the payment processor, card network, bank, marketplace, app store, currency conversion provider, or financial institution.

Unless prohibited by law, and except where the refund is caused by Fleetune's billing error or documented system error, non-recoverable payment processing fees, bank fees, wire fees, currency conversion charges, third-party pass-through charges, and similar fees may be deducted from the refund or remain Customer's responsibility.

Canceling a subscription stops future renewal charges but does not automatically create a refund for the current billing period. Customer is responsible for canceling before the renewal date if Customer does not want the subscription to renew. For Paddle subscriptions, Customer may cancel through the Paddle buyer portal, the "Manage subscription" link in the Paddle transaction confirmation email, or another cancellation route made available by Paddle or Fleetune.

Renewal charges may be reviewed for refund if Customer submits the request within the refund window, there has been no substantial use after renewal, or Fleetune or Paddle charged Customer incorrectly. Unless an Order Form, Paddle policy, or applicable law states otherwise, partial-month, partial-term, or unused subscription periods are not refundable after the refund window.

If a paid subscription includes a free trial, Customer must cancel before the end of the trial period to avoid the first paid charge, unless applicable law or the checkout terms provide otherwise.

Unused paid Usage Credits may be refundable only as stated in the applicable Order Form, pricing page, or written support approval. Used, expired, promotional, bonus, free, trial, or fraudulently obtained credits are not refundable.

If Fleetune approves a refund for a prepaid balance, Fleetune may deduct consumed usage, non-refundable third-party pass-through fees, discounts, promotional values, taxes not recoverable under law, and any other amounts Customer owes.

If Customer purchased the Service through Paddle, an app store, marketplace, reseller, payment platform, or other third party, refunds may be subject to that third party's policies and processes. Fleetune may be unable to issue a direct refund for purchases controlled by Paddle or another third party, but may assist Customer with information reasonably needed to submit a refund request through the correct channel.

For Paddle transactions, Paddle may handle payment reversal, tax refund, subscription cancellation routing, invoice correction, buyer support, and refund mechanics. Fleetune may still review and support the underlying Service issue.

Customer should contact Fleetune and, for Paddle transactions, Paddle before initiating a chargeback or payment dispute so the issue can be investigated and resolved through the appropriate support channel. Chargebacks for valid charges may result in suspension of the Account, reversal of credits, collection of unpaid amounts, cancellation of a transaction or subscription, or termination of access as permitted by the Terms of Service, Paddle policies, and applicable law.

A chargeback does not cancel Customer's subscription, remove Customer's obligation to pay undisputed amounts, or waive Fleetune's or Paddle's rights. If a chargeback is resolved in Fleetune's or Paddle's favor, Customer remains responsible for the charged amount and any associated non-recoverable fees to the extent permitted by law.

Refund questions, technical support requests related to refund issues, and requests for refund status should be directed to biz@fleetune.com or the support channel available in the Service.

Customer should include the Account email, company name, invoice or transaction number, and the date of the original refund request when asking for status.

Fleetune may update this Refund Policy from time to time by posting the updated policy, notifying Customer through the Service, sending email notice, or using another reasonable method. Changes apply prospectively from the stated effective date unless the update says otherwise or applicable law requires otherwise.

Refund requests submitted before a policy change will generally be reviewed under the policy in effect when the request was submitted, unless the updated policy is more favorable to Customer or applicable law requires a different result.