Ports & Routes
Global Port Intelligence
The Service is operated by Ports & Routes. This policy explains when and how you can request a refund on your subscription.
💳 Payments are processed by Paddle.com Market Limited, our Merchant of Record. All refunds are issued by Paddle and will appear on your statement from Paddle.
You are entitled to a full refund within 14 days of your initial Pro or Enterprise subscription purchase, in accordance with Paddle's Buyer Terms and applicable consumer-protection law (including Article 16(m) of the EU Consumer Rights Directive where it applies to you).
As permitted by those terms, where you have consented to immediate access at checkout and have already substantially used the Service during the cooling-off period — for example, by pulling large volumes of route or container data, generating many reports, or otherwise drawing significant value from the platform — the refund may be reduced or declined to reflect the value you have already received. We will always explain the reasoning in writing if a refund is reduced or declined on this basis.
The 14-day window applies to your first paid subscription. Subsequent renewals are subject to the renewal terms below.
Email us at [email protected] within 14 days of your purchase with:
We will process your request within 2 business days and issue the refund through Paddle. Refunds typically take 5–10 business days to appear on your statement depending on your bank.
Subscriptions renew automatically each month. To avoid being charged for the next cycle, cancel before your renewal date using the billing portal (accessible from your account menu).
We do not offer refunds for subscription renewals that have already been charged, except in cases of billing errors or technical failures on our part.
If you were charged incorrectly — for example, charged twice or charged after cancelling — contact us immediately at [email protected]. We will investigate and issue a full refund if a billing error is confirmed.
Enterprise plans are negotiated individually. Refund terms for Enterprise customers are specified in the individual agreement signed at the time of purchase.
The Free plan has no charges and therefore no refunds apply.
If you have raised a refund or billing concern with us and believe it has not been resolved satisfactorily, you can escalate the dispute directly to Paddle as Merchant of Record by emailing [email protected]. Paddle will independently review the claim and, where appropriate, issue a refund regardless of our position.
You also retain any consumer-protection rights you have under the law of your country of residence, including the right to bring a claim before your local consumer authority or court. Nothing in this policy limits those statutory rights.
For refund requests or billing questions, we aim to acknowledge every enquiry within 1 business day and resolve it within 5 business days:
Ports & Routes
Email: [email protected]