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Refund and cancellation policy

Last reviewed 2026-05-17. 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 is pay-on-pass: the engine only charges when a Due Diligence Statement compiles to a negligible verdict that is ready to file. Assessment-only outputs (non-negligible verdicts and indeterminate runs) carry no charge. Each priced unit is documented in the Skills and prices section of the public README.

There is no minimum spend and no monthly subscription fee unless an operator opts into one in writing. Standard charges accrue per compiled DDS and are settled via PayPal Orders v2 or the x402 facilitator at the time of compilation.

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 a refund of the line item within a reasonable window after the compile timestamp (current drafting intent: 14 calendar days). 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 may request a full refund of their first compile shortly after the charge, regardless of the verdict, by emailing avijeet@vortx.ai with the dds_reference. 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 assessment that the operator wanted to be negligible. The engine charges only on a filable DDS; the assessment line item is already free.
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. 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).