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.

Paid plans are sold by Fleetune Inc. Payments are collected on Fleetune's behalf by Eximbay Co., Ltd. ("Eximbay" or the "Payment Processor"), a licensed payment service provider based in the Republic of Korea. Fleetune decides refund requests under this policy; the Payment Processor returns approved refunds to the original payment method at Fleetune's instruction and does not make refund decisions.

This policy is incorporated into Fleetune's North America Terms of Service. If an Order Form, statement of work, marketplace listing, 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, or the date the disputed Service issue occurred.

Submitting a request within the 14-day window does not guarantee a refund. Fleetune 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 charged Customer incorrectly, or where Fleetune determines in its discretion that a refund or service credit is appropriate.

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, 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: requests outside the refund window; fees for fully delivered or substantially consumed Service; used routes, dispatches, stops, messages, API calls, reports, or other consumed usage units; professional services, implementation, custom development, training, or consulting already performed; free, trial, bonus, promotional, or goodwill allowances; 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.

Fleetune is the only channel for refund requests; the Payment Processor does not accept refund requests for Fleetune purchases. Customer's receipt and the Billing page in the Service show the order reference and transaction ID needed for the request. 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, order reference, 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 investigate; and the requested remedy, such as refund, 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.

Fleetune may use the Payment Processor's transaction records to verify eligibility, timing, payment method, and refund processing status, but those records do not override mandatory statutory rights.

Fleetune may approve a full refund, partial refund, 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, and applicable law.

Approved refunds are returned to the original payment method through the Payment Processor where possible. Fleetune will not pay refund amounts by other means unless Fleetune expressly agrees otherwise in writing.

Fleetune will use commercially reasonable efforts to instruct the refund within 10 business days after approval. The Payment Processor typically submits the refund to the card issuer or wallet provider within 3 to 4 business days; the issuer may take up to 2 to 3 weeks to post it to Customer's account, depending on the card network, wallet provider, bank, 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.

Paid access is sold as a prepaid pass charged once at checkout. Passes do not renew automatically, so there are no renewal charges to cancel and no cancellation step is required to avoid a future charge. A pass simply expires at the end of its access period.

A pass purchase may be reviewed for refund if Customer submits the request within the refund window and there has been no substantial use of the pass. Unless an Order Form or applicable law states otherwise, partial or unused access periods, unused stop allowances, and expired passes are not refundable after the refund window.

The free trial described in Section 25 of the Terms does not require a payment method and does not convert automatically into a paid subscription. No charge is made unless Customer affirmatively selects a paid plan.

Stops are granted in full at purchase and are generally not refundable once they have been dispatched, delivered, or otherwise consumed through the Service. Unused stops are forfeited when the pass expires, are not cash or stored value, and are not redeemable for cash. Add-on stop purchases add stops to the current access period without extending its expiration date and follow the same refund rules as a pass purchase.

Fleetune may review a pass or add-on charge for refund, credit, or invoice correction where the charge resulted from duplicate billing, a metering or measurement error, a documented Fleetune system error, usage generated without Customer’s authorization, or another payment-processing error. If Fleetune approves such a refund, Fleetune may deduct 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 an app store, marketplace, reseller, or other third party rather than directly from Fleetune, refunds may be subject to that third party's policies and processes. Fleetune may be unable to issue a direct refund for such purchases, but may assist Customer with information reasonably needed to submit a refund request through the correct channel.

For purchases made directly from Fleetune, the Payment Processor only executes refunds that Fleetune approves; it does not decide refunds, correct invoices, or provide order support for Fleetune purchases. Contact Fleetune for all of these.

Customer should contact Fleetune 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 termination of access as permitted by the Terms of Service and applicable law.

A chargeback does not cancel Customer's pass, remove Customer's obligation to pay undisputed amounts, or waive Fleetune's rights. If a chargeback is resolved in Fleetune'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.