Refund Policy
- This covers Watch plans, Data API plans with their extra credits and single reports. Payments go through Paddle, our merchant of record.
- Cancel a plan at any time in two clicks. It runs to the end of the period already paid for. We do not refund part of a period, except where the law requires it.
- Individuals in the EU, EEA, UK and Switzerland can withdraw within 14 days of their first payment, unless they have already started using the plan or received a report after agreeing at checkout that it may start straight away.
- A single report is not refunded once delivered, unless it is faulty: then we fix it or refund it.
1. Who handles refunds
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders so refunds are paid by Paddle, to the card or account you paid with. Paddle's buyer terms (paddle.com/legal/checkout-buyer-terms), with its rules on refunds, apply to the payment.
2. What this covers
- Watch plans: Plus, Pro and Custom.
- Data API plans: Plus, Pro and Scale, with extra credits bought once (top-ups).
- Single reports bought one at a time.
Empty answers and empty reports cost no credits so there is nothing to refund for them.
3. Cancelling
You can cancel a plan at any time in two clicks: Move to Free in your dashboard, then confirm in the billing portal. The plan stays active until the end of the period already paid for, does not renew and nothing more is charged. We do not refund part of a period, except where the law requires it.
4. Individuals: 14 days to withdraw
If you live in the EU, the EEA, the UK or Switzerland and buy as an individual, for purposes outside your trade, business or profession, you can withdraw from your first payment for a plan or a report within 14 days of it, without giving a reason. You then get that payment back in full.
This right ends once you have started using the plan or received the report, if at checkout you agreed that it may start straight away. Renewals of a plan are not covered by this right: cancel before the next renewal instead.
5. Single reports
A single report is not refunded once it has been delivered. If it is faulty, for example it does not cover the vessel, call, port or period you chose or it does not open, write to us and we fix it or refund it. Periods our sources did not hear the vessel are shown in the report as what they are; they are not a fault.
6. Businesses
If you buy for your trade, business or profession, payments are not refunded, except where the law requires it.
7. If we end a plan
If we end a paid plan without a breach on your side, we refund the unused part of the period you paid for (Terms, section 14).
8. How to ask
- Find your order at paddle.net with the email address you paid with. Ask for a refund there.
- Or write to hello@gangway.app from your account email, with the date of the payment. We pass it to Paddle.
When a plan payment is refunded, that plan is cancelled and the account goes back to Free. Your account and your keys stay; only the limits change.
9. Contact
Motto Marine International, 14 Rue de Furnes, 59122 Hondschoote, France. hello@gangway.app