Refund Policy
Our Refund Guarantee
We offer a 14-day money-back refund guarantee on new subscriptions to npass.io. If you are not satisfied with the service for any reason during this period, you can request a full refund.
Eligibility
The following conditions must be met to be eligible for a refund:
- You must request the refund within 14 days of your initial purchase
- Your refund request must be in writing (email to support)
- This is your first subscription to npass.io (refunds do not apply to renewals)
- You have not requested a refund previously on this account
How to Request a Refund
To request a refund, you have two options:
Option 1: Contact Support
Send an email to our support team at npass.io@netcube.com with the following information:
- Your account email address
- Order ID or transaction number
- Brief explanation of why you're requesting a refund
Our support team will review your request and initiate the refund process.
Option 2: Contact Support Directly
You can also request a refund by contacting our support team:
npass.io@netcube.com
Provide your order ID and request details
Refund Processing
Once your refund request is approved:
- Processing Time: 5-10 business days from approval
- Refund Method: Your original payment method (credit card, PayPal, etc.)
- Amount: Full purchase amount minus any applicable transaction fees (if allowed by your payment method)
- Notification: You will receive an email confirmation once the refund is processed
Pro-Rata Refunds
If you have an annual subscription and request a refund after the 14-day period, a pro-rata refund may be available. We will calculate the refund based on:
Refund Amount = (Annual Price ÷ 365 days) × Unused Days
Pro-rata refunds are subject to approval and may not be available in all circumstances.
Non-Refundable Items
The following items are non-refundable and cannot be refunded or credited:
- Custom enterprise setup fees
- Professional services (consulting, training, integration)
- Custom development work
- Fees for additional features or add-ons
- Subscriptions already in the 2nd or subsequent renewal periods
Refund Processing
Refunds are processed by Lemon Squeezy LLC, our Merchant of Record. Refunds are returned to your original payment method within 5-10 business days of approval.
Effect of Refund on Your Account
When a refund is issued:
- Your npass.io account will be downgraded to free tier (if available) or deleted
- Your access to the service will be revoked immediately
- Any data stored in your account may be deleted after a retention period
- You will not be able to re-purchase with the same refund claim
Reactivation After Refund
If you request a refund and later wish to reactivate your subscription, you can do so at any time. However:
- You will be subject to the same 14-day refund policy again
- Previous refund claims will not prevent you from subscribing again
- Pricing may have changed since your original subscription
Chargeback and Dispute Procedures
If you dispute a charge with your credit card issuer (chargeback), it may result in:
- Immediate account suspension
- Ineligibility for future refunds
- Associated fees and costs
- Potential loss of service access
We encourage you to contact us first to resolve any issues before initiating a chargeback.
Contact Us
For refund questions or requests, please contact:
Email: npass.io@netcube.com
Support Hours: Monday-Friday, 9:00 AM - 5:00 PM CET
Changes to This Policy
We reserve the right to modify this refund policy at any time. Changes will be effective 30 days after posting to this page. Your continued use of npass.io after a change constitutes acceptance of the new policy.