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Cancellation & Refund Policy

Last updated: September 2026

This policy explains how you can cancel your subscription, when you can withdraw from the contract, when we refund a payment and how to ask for a refund. It is part of our Terms of Service.

Cancelling Your Subscription

You can cancel your subscription at any time, from Settings → Plan in your account. Cancelling costs nothing: there is no cancellation fee or penalty, and no minimum duration other than the billing period you have already paid for.

To stop the next renewal, cancel before the renewal date. If you pay by card, cancel before the renewal charge is made: the reminder e-mail we send at least 7 days before the charge gives its date. A renewal charged after you had cancelled and we had confirmed the cancellation is refunded in full.

The cancellation takes effect at the end of the billing period you have already paid for: until then you keep full access, and no further payment is charged or requested. Your account then moves to the Free plan and, from that date, only that plan's features and limits apply: your devices and the other users of your account are suspended, and the features the Free plan does not include, such as API access and webhooks, are switched off. Nothing is deleted, and ordering a paid plan again restores them.

Cancelling does not delete your account or your data; the Privacy Policy explains how to ask for their deletion.

Right of Withdrawal (Consumers)

If you are a consumer — an individual acting for purposes outside your trade, business, craft or profession — you have the right to withdraw from the contract within 14 days, without giving any reason (Government Emergency Ordinance no. 34/2014, art. 9 para. (1)). The withdrawal period expires 14 days after the day of the conclusion of the contract (art. 9 para. (2) letter a)), that is, the day we confirm your order by e-mail (art. 8 para. (9)). Companies, other legal entities and individuals who buy for their trade or profession do not have this right; they can cancel at the end of the paid period, as described in the cancellation section.

You can exercise the right of withdrawal online, in your account, under Settings → Plan: throughout the withdrawal period it shows the "Withdraw from the contract here" function. Enter or confirm your name, the contract you are withdrawing from (the payment reference of your order) and the e-mail address where you want the confirmation, then press "Confirm withdrawal". If you use this online function, we will send you, without undue delay, an acknowledgement of receipt of your withdrawal on a durable medium (by e-mail), including its content and the date and time it was sent (art. 11^1).

You can also inform us of your decision by any other unequivocal statement, for example an e-mail sent to the address in the "Who We Are" section of our Terms of Service. You may use the model withdrawal form below, but it is not obligatory (art. 11 para. (1)). To meet the withdrawal deadline, it is sufficient to send your communication before the withdrawal period has expired (art. 11 para. (2) and art. 11^1 para. (8)).

If you withdraw, the paid subscription ends and no further payment is charged, and you must stop using the paid service (art. 14 para. (2^1)). We refund all payments received from you without undue delay and in any event not later than 14 days from the day we are informed of your decision, using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the refund (art. 13 para. (1) and (2)).

When you order a paid plan, you can expressly ask us to start providing the service immediately, during the withdrawal period (art. 8 para. (8)). If you made that request and then withdraw, you pay an amount proportional to what has been provided until you informed us of your withdrawal, in comparison with the full coverage of the contract (art. 14 para. (5)); the rest is refunded. If you did not make that request, you pay nothing for the service provided during the withdrawal period (art. 14 para. (6)).

The right of withdrawal no longer applies once the service has been fully performed, if the performance began with your prior express consent and after you acknowledged that you would lose the right of withdrawal once we had fully performed the contract (art. 16 para. (1) letter a)).

Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the contract.)

I hereby give notice that I withdraw from my contract for the provision of the following service: [plan name, and the name of the organisation or account]
Ordered on: [date]
Name of consumer: [name]
Address of consumer: [address]
Signature of consumer (only if this form is sent on paper):
Date: [date]

When We Refund a Payment

We refund a payment when:

  • you were charged more than once for the same billing period (a duplicate charge): the duplicate payment is refunded in full;
  • you were charged for a renewal after you had cancelled the subscription and we had confirmed the cancellation: that payment is refunded in full;
  • the service was unavailable for reasons attributable to us: we refund the part of the price that corresponds to the period in which the service was not available;
  • you withdrew from the contract as a consumer, as described above.

Outside these cases, the price of a billing period that has already started is not refunded, and a cancellation takes effect at the end of the paid period.

How to Ask for a Refund or Withdraw

If you are a consumer and want to withdraw from the contract, use the "Withdraw from the contract here" function under Settings → Plan in your account, or any of the other ways described in "Right of Withdrawal (Consumers)" above.

To ask for a refund, write to us by e-mail at the address in the contact section below, preferably from the e-mail address of your account. Tell us the name of your organisation or account, the payment or invoice concerned and the reason. We answer without undue delay.

How and When You Receive the Money

A refund is always made using the same means of payment you used: a card payment is refunded to the same card through NETOPIA Payments, and a bank transfer is refunded to the bank account it came from. We issue the refund within 14 days of accepting your request — for a withdrawal, within 14 days of receiving your statement. A card refund usually reaches your account within a few working days after we issue it, depending on your bank. For every refund we also issue a corrective (storno) invoice.

Terms of Service