Refund Policy

1. Overview

POTAL is a B2B SaaS platform that provides Total Landed Cost calculation APIs and widgets. All paid subscriptions are processed through Paddle.com, our Merchant of Record. This Refund Policy outlines the terms under which refunds may be issued for POTAL subscription plans.

2. Free Trial

Certain paid plans include a free trial period. During the trial, you have full access to the plan's features at no cost. If you cancel before the trial period ends, you will not be charged. If you do not cancel, your subscription will automatically convert to a paid plan at the end of the trial.

3. Cancellation

You may cancel your subscription at any time through the POTAL dashboard. Upon cancellation, you will retain access to your paid plan features until the end of the current billing cycle. No further charges will be made after cancellation. Cancellation does not automatically trigger a refund for the current billing period.

4. Refund Eligibility

We offer refunds under the following circumstances:

• Within 7 days of first payment: If you are unsatisfied with the Service within the first 7 days of your initial paid subscription, you may request a full refund. This applies to first-time subscribers only.
• Service outage: If the POTAL API experiences extended downtime (more than 48 consecutive hours) that materially impacts your ability to use the Service, you may request a pro-rata refund or credit for the affected period.
• Billing errors: If you are charged incorrectly (e.g., duplicate charges, wrong plan amount), we will issue a full refund for the erroneous charge promptly.

5. Non-Refundable Cases

Refunds are generally not provided in the following cases:

• Requests made more than 7 days after the initial payment (for first-time subscriber refunds).
• Partial month usage after cancellation — you retain access until the end of the billing cycle.
• API calls already consumed during the billing period.
• Inaccurate duty or tax calculations — as stated in our Terms of Service, POTAL provides estimates only and is not liable for differences between calculated and actual customs charges.
• Failure to cancel before a free trial converts to a paid subscription, unless the request is made within 48 hours of conversion.

6. How to Request a Refund

To request a refund, please contact us at contact@potal.app with the following information:

• Your account email address
• Subscription plan and billing date
• Reason for the refund request

We will review your request and respond within 5 business days. If approved, refunds will be processed through Paddle and returned to your original payment method. Please allow 5–10 business days for the refund to appear on your statement.

7. Downgrades

If you downgrade to a lower plan or to the Free plan, the change takes effect at the start of the next billing cycle. No refund is issued for the remaining time on the higher plan — you continue to enjoy the higher plan's features until the cycle ends.

8. Enterprise Plans

Enterprise plan customers with custom contracts may have separate refund and cancellation terms as specified in their individual agreements. Please refer to your Enterprise agreement or contact your account manager for details.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be reflected by the "Last updated" date at the top of this page. Your continued use of the Service after changes constitutes acceptance of the updated policy.

10. Contact

For any questions about this Refund Policy, please contact us at contact@potal.app.