Refund Policy

Last updated: May 11, 2026

Pre-launch notice: npass.io is preparing for general availability. This Refund Policy is provisional and may be revised, including in material respects, before the service is offered for sale. The version in effect at the time you actually subscribe will govern any refund request.

                14-Day Money-Back Guarantee: We stand behind npass.io with a 14-day money-back guarantee for new subscriptions. If you're not satisfied, we'll refund your payment.
            

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 Our Payment Partner

As our Merchant of Record, our payment partner processes all refund requests. You can also request a refund through the customer billing portal or by contacting our support team.

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

As our Merchant of Record, our payment partner handles the technical processing of all refunds. 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

Important Note: This refund policy is subject to local consumer protection laws. Your statutory rights under the 14-day withdrawal right are not affected by this policy. See our Right of Withdrawal page for more information.

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.