The short version
- Payments are final: no refunds, except where the law gives consumers a right to one or when we end the service.
- Consumers in the EU and UK can withdraw within 14 days: you pay for the days used and get the rest back.
- You can cancel Pro or Team at any time in a few clicks from Settings. It runs until the end of the period you paid for.
- Ask at info@squaremetry.com. Paddle, our reseller, pays every refund back the way you paid.
1. About this page
This page brings together the refund rules from our terms of service in one place. It adds no new rules. If this page and the terms of service ever differ, the terms of service apply.
Payments are handled by Paddle as our reseller (merchant of record). Paddle is the seller of the purchase, and its buyer terms apply to the payment. Read the buyer terms of Paddle.
- Business name
- Squaremetry
- Legal form
- sole proprietorship (eenmanszaak)
- Address
- Noorderwind 49, 6846 WC Arnhem, the Netherlands
- Chamber of Commerce (KvK)
- 98353810
- VAT number
- NL005326211B22
- info@squaremetry.com
2. Who gets what back
| Situation | Consumer | Business customer |
|---|---|---|
| You withdraw within 14 days from unlocking a home | You pay for the days up to your withdrawal, out of the 30 days, and get the rest back | No right of withdrawal and no refund |
| You withdraw within 14 days from Pro or Team | You pay for the days up to your withdrawal and get the rest back | No right of withdrawal and no refund |
| You cancel Pro or Team | No refund; you keep it until the end of the period you paid for | No refund; you keep it until the end of the period you paid for |
| You end a yearly Pro or Team after it renewed | The part of that year after one month’s notice | No refund; you keep it until the end of the period you paid for |
| You stop because of a change of the terms to your disadvantage | The part of a paid period you can no longer use | No refund |
| We end the service or your account while you keep to the terms | The part of a prepaid period you can no longer use | The part of a prepaid period you can no longer use |
3. Withdrawal within 14 days (consumers in the EU and UK)
As a consumer you have 14 days to withdraw from an online purchase, without giving a reason. At checkout we ask whether you want to start at once:
- Unlocking a home: if you ask for the unlock to start at once and withdraw within 14 days, you pay for the days up to your withdrawal, out of the 30 days the home is unlocked, and get the rest back. The home is then locked again. We confirm your request by email.
- Pro and Team: if you ask for the subscription to start at once and withdraw within 14 days, you pay for the days up to your withdrawal and get the rest back. We confirm your request by email.
- This request is a separate box at checkout that is never ticked in advance; without it the checkout does not continue. If we have no record of your request, you can withdraw within 14 days and get your full payment back.
To withdraw, use the Withdraw button in your account under Settings › Subscription within the 14 days, or email us at info@squaremetry.com. We confirm by email that we received it. If you buy for your business, you say so at checkout and give the company name; business customers have no right of withdrawal.
4. Cancelling
Pro and Team renew automatically for the same period (a month or a year) until you cancel. You can cancel at any time, in a few clicks from Settings, and keep Pro or Team until the end of the period you paid for.
Payments are final. We do not give refunds, also not when you cancel, stop using Squaremetry or use fewer homes than you paid for. The exceptions are the cases on this page.
For consumers, a yearly Pro or Team that has renewed after its first year can be ended at any time with one month’s notice. You then get back the part of that year after the notice period.
5. Other refunds for consumers
For consumers, the law comes first. Besides the right of withdrawal, you get money back in these cases:
- your legal rights if Squaremetry does not work as agreed, such as repair, a lower price or ending the contract;
- a renewed yearly Pro or Team that you end: the part of that year after one month’s notice;
- a change of the terms to your disadvantage that you do not accept: if you stop before the change takes effect, the part of a paid period you can no longer use;
- the end of the service or your account by us, while you keep to the terms: the part of a prepaid period you can no longer use.
If the buyer terms of Paddle give you a refund, you get it from Paddle; our terms cannot take that away.
6. Business customers
If you buy for your trade or business, there is no right of withdrawal and there are no refunds, also not when you cancel. The one exception: when we end the service or your account while you keep to the terms, you get back the part of a prepaid period you can no longer use. We end the service or an account with 30 days’ notice, and you get time to export your plans.
7. How to ask for a refund
- To withdraw within 14 days, use the Withdraw button under Settings › Subscription. It shows the amount you get back.
- For anything else, email us at info@squaremetry.com. Give the email address of your account and, if you have it, the number on your receipt from Paddle. We answer within 5 working days.
- You can also contact Paddle: through the link in the receipt Paddle emailed you, or through the customer portal of Paddle, which you open under Settings › Subscription › Payment details and invoices.
8. How you get the money and how long it takes
Paddle sells to you, so Paddle pays every refund back to the way you paid, such as your card. Squaremetry itself does not pay money out. Paddle confirms each refund by email.
After a withdrawal we ask Paddle for the refund straight away. In the other cases we arrange it within 14 days of your notice or of the day the service stops. After that, your bank or card provider may take a few working days to show the money.