Refund Policy

1.Our guarantee

This policy forms part of the Terms of Use. It applies to everything you buy from us: GetMap PRO subscriptions, their renewals, and any one-off credit purchase we may offer.

Statutory consumer rights come on top of this guarantee and are never reduced by it — see EU, EEA and UK consumers.

2.How refunds work here

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. In practice that means:

• Paddle took the payment and issued your invoice, not us.
• Paddle executes the refund and sends the confirmation email.
• The refund goes back to the payment method you used — we cannot pay it out any other way.
• Tax charged on the order is refunded with it, handled by Paddle as the party that remitted it.
• The decision is still ours. The guarantee below is our promise, and Paddle acts on it — you are not at the mercy of a payment company's own policy.

You can go to Paddle directly or ask us and we will arrange it — both routes end in the same place. See How to ask.

Buying as a business? Sales tax charged on the order (VAT, GST and the like) can be refunded on its own, without returning the subscription, if your business is registered for that tax in the country of purchase and the law there allows it. That one runs entirely through Paddle, not us: send them a valid tax code — or, where it applies, a tax exemption certificate — within 60 days of the transaction date, through paddle.net. Later requests may be declined unless local law says otherwise. We never see the tax and cannot refund it ourselves.

3.What qualifies

4.What we cannot refund

• Credits you have already spent. A generated route or audio guide is delivered the moment you request it and cannot be returned.
• Charges older than 14 days, unless the law where you live says otherwise or one of the exceptions above applies.
• Accounts closed for breaching the Terms — for example quest fraud or multi-accounting to farm rewards.
• Repeated refund-and-resubscribe cycles. The guarantee is there to make trying PRO risk-free, not to make it free.
• Anything you booked with a partner. Flights and hotels are sold by the airline, hotel or booking site — their money, their refund rules. Contact them directly; we have no access to those bookings.
• Credits earned in the app through quests, streaks or tasks. They were never bought and have no monetary value.

5.How to ask

Option 1 — the Paddle buyer portal (fastest)

1. Go to paddle.net — Paddle's portal for anyone it has charged.
2. Enter the email address you used for the purchase. Paddle emails you a link to confirm it is you; no GetMap password is involved.
3. Pick the transaction you want refunded from the list of your orders.
4. Ask for the refund there. The same screen also lets you cancel the subscription, change the payment method and download the invoice.

The buyer portal is also linked directly from every receipt and subscription email Paddle sends you, so you can start from your inbox instead. If you get stuck, Paddle's help centre is at paddle.com/help.

Option 2 — ask us

Email [email protected] and we will arrange it with Paddle. Include:

• the email address on your GetMap account;
• the order or invoice number from the receipt email;
• the reason, if you feel like sharing it — optional, and it never changes the answer.

We acknowledge refund emails within two business days.

6.How long it takes

• Approval and processing: normally 1–5 business days, by Paddle.
• Card refunds: a further 5–10 business days for your bank to post it.
• PayPal: usually 3–5 business days.

Paddle emails you when the refund is issued. The last stretch is your bank's timetable, and neither we nor Paddle can speed it up.

7.What happens afterwards

• The subscription is cancelled immediately and the account returns to the free plan — PRO limits apply again straight away.
• Unused purchased credits are removed from the balance.
• Trips, guides and quests you already created stay in your account under the free plan. Anything above a free-plan limit becomes read-only rather than being deleted.
• You are welcome back later — a refund does not blocklist your account.

8.Cancelling without asking for a refund

Cancelling and refunding are different things. Cancelling stops the next charge and leaves PRO active until the end of the period you already paid for. It is the right move if you simply do not want to renew.

Cancel from your account settings in GetMap, from the Paddle buyer portal linked in your subscription confirmation email, or at paddle.net with the email address you bought with. It takes effect immediately and needs no approval from us.

9.EU, EEA and UK consumers

Consumers in the EU, the EEA and the UK have a 14-day right of withdrawal from distance contracts under the Consumer Rights Directive and the equivalent UK rules.

For digital content and services delivered immediately, that right can lapse once you expressly ask for delivery to start and acknowledge the loss — which is what unlocking PRO instantly amounts to. We do not rely on that: our 14-day guarantee applies either way.

None of this affects your rights when something is faulty or not as described. Those remedies are not limited to 14 days.

10.Chargebacks

Please talk to us, or to Paddle at paddle.net, before disputing a charge with your bank. A chargeback takes weeks, costs everyone fees, and usually ends where a two-line email would have ended in a day. Inside the 14-day window you do not need a reason at all, so there is nothing to win by escalating.

Because Paddle is the Merchant of Record, a dispute is raised against Paddle and Paddle answers your bank. While it is open, the subscription and the account it relates to may be suspended. Once it is resolved we will happily reinstate an account that was disputed by mistake.

11.Contact

GetMap support: [email protected].

Billing, invoices, cancellations and refunds at the source — Paddle, our Merchant of Record: paddle.net for your own orders, paddle.com/help for their help centre. The terms you accepted at checkout are the Paddle Checkout Buyer Terms.

Related documents: Terms of Use · Privacy Policy.