Cancellation & Refund Policy

1. Scope

This Policy applies to PassEU subscriptions purchased directly from PassEU. If a plan is purchased through a reseller or partner, that seller's billing and refund terms may apply. Nothing in this Policy limits rights that cannot be excluded under applicable law.

2. Free plan and paid subscriptions

The Free plan has no subscription fee. Paid plans provide the published-passport allowance and features shown at checkout. The price, billing interval, currency, taxes and next charge date should be reviewed before purchase.

3. Renewal and cancellation

Paid subscriptions renew automatically for the selected billing period until cancelled. You may cancel through workspace billing settings or the documented support route.

Cancellation normally takes effect at the end of the current paid period. Access to paid features continues until then, no further renewal is charged, and the account moves to the applicable lower plan subject to its limits. Cancellation is not the same as deleting an account or organization.

4. EU consumer right of withdrawal

If you purchase as a consumer—not for business purposes—you may have a statutory right to withdraw from an online service contract within 14 days after it is concluded, without giving a reason. Business customers generally do not receive this consumer cooling-off right.

If you expressly ask PassEU to begin the paid service during the withdrawal period and then withdraw before the service is fully performed, applicable law may permit a proportionate charge for service already supplied. Where the law permits loss of the withdrawal right after full performance, PassEU will request the required express consent and acknowledgement during checkout.

5. When a refund may be provided

Subject to applicable law, PassEU will review requests involving a duplicate charge, incorrect plan or amount, an unauthorized payment reported promptly, or a material paid-service failure caused by PassEU that could not be resolved within a reasonable time.

Approved refunds may be full or proportionate depending on the issue, service already received and mandatory legal rights.

6. Charges that are normally non-refundable

• Used portions of a billing period after ordinary cancellation by a business customer.
• Renewals where valid advance notice and cancellation access were provided.
• Inability to publish caused by incomplete, inaccurate or unlawful customer content.
• Suspension resulting from a material breach of the Terms.
• Third-party, bank, currency-conversion or tax charges not collected by PassEU.

7. Plan changes and limits

Upgrades may take effect immediately with a prorated charge or credit shown before confirmation. Downgrades normally take effect at the next renewal. Existing public passports remain available as described on the pricing page, but publishing may pause while usage exceeds the new plan limit.

8. How to request cancellation or a refund

Use workspace billing settings for a standard cancellation. For a refund or statutory withdrawal request, use the contact page and provide the organization name, billing email, invoice or transaction reference, charge date and reason for the request.

Do not send full payment-card details. PassEU may ask for information needed to verify the account and prevent fraud.

9. Decision and payment timing

PassEU will acknowledge the request and communicate the outcome through the account email. Approved refunds are sent to the original payment method unless the law requires otherwise. Bank and payment-network processing times are outside PassEU's control and will be documented after the billing provider is selected.

10. Billing disputes and contact

Please contact PassEU before starting a payment dispute so billing errors can be investigated quickly. This does not restrict any right to contact a card issuer, consumer authority or court. Questions may be submitted through the contact page.