Refund Policy

The short version: 14 days from the date of your original payment, no questions asked, on a new subscription. Read on for the small print.

Monthly subscriptions

You can request a full refund of your monthly subscription within 14 days of the original payment. We do not require a reason. After day 14 of a billing cycle we do not refund the rest of that month, but you can cancel future renewals at any time from the dashboard.

Annual subscriptions

You can request a full refund of an annual subscription within 14 days of the original payment. After day 14 we do not refund unused months on an annual term. You can cancel future renewal at any time; cancellation takes effect at the end of the current annual term.

Plan upgrades and add-ons

If you upgrade from one plan to a higher plan during a billing cycle, the difference is pro-rated and applied as a credit or charge by our payment partner. The 14-day refund window applies to your original payment for the underlying subscription. Mid-cycle upgrade pro-rations and one-time add-on charges are not separately refundable. Add-on purchases that create their own recurring billing line have their own 14-day window from the date of that add-on's first payment.

Cancellation versus refund

Cancelling your subscription is different from requesting a refund. Cancellation stops future renewals and takes effect at the end of your current billing period; you keep access until then. A refund returns money you have already paid; you can request one through the process below if you are within the 14-day window.

When refunds are not available

We do not refund:

• Subscription periods after the first 14 days of a paid term.
• Accounts that we have terminated for breach of the Acceptable Use Policy or the Terms of Service.
• Free trials (there is nothing to refund) or fees waived by promotional credits.
• Repeated refunds on the same account within a rolling 12-month window where we believe the refund window is being abused.
• Charges by third-party payment processors (currency conversion fees, foreign-card surcharges) which are governed by your bank or card issuer, not by us.

Statutory rights for EU and UK consumers

If you are a consumer in the EU or UK, you may have a statutory right to cancel a digital service contract within 14 days of purchase under the Consumer Rights Directive (EU) or the Consumer Contracts Regulations 2013 (UK). Where these laws apply, they take precedence over anything in this policy that would give you less. Note that by starting to use ExaRoutes immediately at signup you may be expressly waiving that cooling-off right for the portion of the service already delivered, which is allowed under those laws as long as the waiver is clear.

How to request a refund

Email support@exaroutes.com from the email address on your account with the subject "Refund request" and the last four digits of the card or the invoice number you want refunded. We aim to respond within two business days. Approved refunds are issued through our payment partner Dodo Payments to the original payment method and typically appear on your statement within 5 to 10 business days, depending on your bank.

If you paid in a currency other than the original charge currency, the amount returned to your account is determined by your card issuer's exchange rate on the day the refund is processed. We refund the exact amount we were paid in our settlement currency; we do not bear the cost of currency-rate movement.

Disputes

If you disagree with a refund decision, reply to our response email with the additional context you would like us to consider. We will re-review and get back to you within five business days. If we still cannot agree, the dispute mechanism in the Terms of Service applies.

Changes

We may update this policy from time to time. Refund requests are evaluated under the policy that was in force on the date of the original payment, not the date of the refund request.

Contact

Refund questions go to support@exaroutes.com.