Refund and cancellation policy

Last reviewed 2026-09-15. Served live at /legal/refund.

This policy covers eudr.dev, operated by Vortx AI Private Limited.

Refunds are issued at the Provider's reasonable discretion under this policy. No part of this policy is a contractual entitlement to a refund beyond what applicable mandatory consumer-protection law requires.

1. Pricing model in brief

The hosted instance runs on prepaid credits: one credit is one euro, a compiled and signed Due Diligence Statement costs five, and every organisation is given a hundred credits free on sign-up. Nothing else is charged — plot checks, evidence-gap assessments, country-tier lookups, receipt verification and traces are free and are intended to stay free. Full terms are in the Payment Terms.

The charge is for the analysis, not for a particular verdict: a non-negligible result costs the same as a negligible one, because the same work produces both and the result that stops a non-compliant shipment is the more valuable. Credits do not expire and there is no subscription.

1.1 Automatic refunds

Two refunds happen without anyone asking:

A failed compile. If the engine errors, or an upstream data source is unavailable and no verdict can be reached, the credits are returned to the wallet automatically against the same task. The ledger line is visible in the console under Wallet.
A duplicate payment. A credit purchase is recorded against the payment processor's capture id, so the same payment cannot be credited twice; if a card is charged twice for one purchase, that is a processor-side duplicate and section 5 applies.

Everything below concerns refunds that need a request.

2. Right of refund

Pre-launch placeholder. The refund windows and response times below are the Provider's drafting intent and will be finalised before the hosted service opens for billing customers. The headline policies (defect-driven refund + first-compile cool-off + chargeback-first-email) are the design; the specific day counts may move.

2.1 On a defect

If a compiled DDS contains a defect attributable to the engine (missing Annex II field, signature failure, ed25519 verification mismatch, mis-cited country tier, etc.), the operator may request the credits back within a reasonable window after the compile timestamp (current drafting intent: 14 calendar days). A granted claim is returned as credits to the wallet; where an operator is closing their account, it can be returned to the original payment channel instead. Email avijeet@vortx.ai with:

the engine dds_reference and receipt_cid,
a short description of the defect, and
the expected behaviour citing the Article or Annex line.

The Provider acknowledges promptly (drafting intent: within a few business days) and refunds via the original payment channel after agreeing the claim.

2.2 First-compile cool-off for new accounts

A first-time customer who has bought credits may request a full refund of that first purchase shortly after it, regardless of what the credits were spent on, by emailing avijeet@vortx.ai. The current drafting intent for the window is the first 24 hours; the Provider may revise this before billing opens. This cool-off exists so a new user can run one real shipment end-to-end and back out if the workflow does not fit their organisation.

2.3 Service outage

If the hosted instance is unreachable for more than the credit threshold in the Service Level commitment, the Provider will, on the operator's request, credit or refund affected charges per the SLA's escalation table.

3. Non-refundable cases

The following are not eligible for refund:

A compiled DDS that the engine signed correctly and the operator voluntarily decided not to file with TRACES NT.
A non-negligible verdict that the operator wanted to be negligible. The analysis ran, reached a conclusion and delivered it; a result being unwelcome is not a defect. The engine does not price a verdict differently according to which way it went, in either direction.
Disputes about the underlying regulation, country-tier value, or earth-observation evidence (e.g. Hansen loss-year, ESA WorldCover class). These are signed third-party facts; the engine surfaces them faithfully and cannot rewrite them. Operators who disagree with a country-tier value should follow the substantiated-concern pathway in Reg. 2023/1115 Art. 27.
Stale charges (the Provider sets a retrospective-window cap before billing opens; current drafting intent is roughly the most recent three months). Payment metadata is retained for the period required by applicable tax law, so older charges can still be reconciled by direct correspondence.

4. Cancellation

A Customer may stop using the hosted service at any time. Cancellation is implicit: no further compiles, no further charges. Unspent credits are refundable on request within the windows in section 2 and are otherwise forfeited on account closure. To also erase the account and history use the in-dashboard "Delete account" control or DELETE /app/api/account — this scrubs the operator's personal data and revokes payment tokens; the audit aggregates (HS code, country, quantity, verdict, receipt CID, DDS reference) survive under GDPR Art. 17(3)(b) read with EUDR Art. 4(3), 9(1) and 12(5).

5. How to request a refund

Single channel: avijeet@vortx.ai. Include the dds_reference and/or receipt_cid. The Provider will respond from the same mailbox.

6. Chargebacks

Operators are asked to contact avijeet@vortx.ai before initiating a chargeback with the card issuer. Unilateral chargebacks against charges that comply with this policy may, at the Provider's discretion, result in suspension of the hosted account until the matter is resolved.

7. Statutory rights

Nothing in this policy limits any non-waivable consumer-law right that may apply to a particular Customer under the law of their habitual residence (in the EU, this typically does not apply because the service is offered to business operators, not consumers under Reg. (EU) 2011/83). Where such mandatory law does apply, it prevails over any clause above to the extent of the conflict.

Governing law and jurisdiction: see Section 7 of the Terms of Service.

8. Contact

Refund or cancellation requests: avijeet@vortx.ai.

Provider: Vortx AI Private Limited (see Imprint).

This page last changed on 2026-09-15. It describes the Regulation as it stood then; where a date or a code matters to a decision, check it against the EUR-Lex text it cites.