Navly Navly
Last modification date: [To be updated]

Refund Policy

This Refund Policy explains the terms and conditions for refunds on the Navly platform, including subscription services and marketplace transactions. We strive to provide fair and transparent refund policies while maintaining the sustainability of our platform.

1. Overview

Navly operates two distinct service models, each with different refund policies:

  • Direct Services: Subscriptions and services provided directly by Navly
  • Marketplace Services: Services provided by partner organizations through our platform

This policy covers both service types and explains how refunds are processed for each.

2. Navly Subscription Refunds

2.1 Subscription Plans

Our subscription plans include:

  • Basic Plan: Free - No refunds applicable
  • Premium Plan: €9.99/month - Monthly billing
  • Pro Plan: €19.99/month - Monthly billing

2.2 Monthly Subscription Refunds

  • 7-Day Money-Back Guarantee: New subscribers can request a full refund within 7 days of their first payment
  • Partial Month Refunds: After 7 days, no refunds are provided for partial months
  • Automatic Renewal: You can cancel at any time to prevent future charges, but current month charges are non-refundable after the 7-day period
  • Downgrade Option: You may downgrade to a lower plan, but no refund is provided for the difference

2.3 Subscription Cancellation Policy

  • Cancel Anytime: You can cancel your subscription at any time through your account settings or by contacting support
  • Immediate Effect: Cancellation prevents future billing but does not affect current billing period
  • Access Continuation: You retain full access to premium features until the end of your current billing period
  • No Cancellation Fees: There are no penalties or fees for cancelling your subscription
  • Reactivation: You can reactivate your subscription at any time to resume premium features
  • Data Retention: Your progress, points, and saved content are preserved for 90 days after cancellation
  • Downgrade Option: You can downgrade to Basic (free) plan instead of complete cancellation

How to Cancel:

  1. Self-Service: Go to Account Settings → Subscription → Cancel Subscription
  2. Email Support: Send cancellation request to [email protected]
  3. Confirmation: You'll receive email confirmation of cancellation
  4. Final Billing: Current period will complete normally, then billing stops

2.4 Subscription Refund Process

  1. Contact support at [email protected] with your refund request
  2. Provide account email and reason for refund
  3. Refunds processed within 5-10 business days
  4. Refunds credited to original payment method
  5. Account access continues until end of current billing period

3. Marketplace Commission Refunds

3.1 Commission Structure

Navly applies a tiered commission structure based on the transaction amount. This approach ensures fairness and supports both smaller and higher-value transactions:

  • 10% commission on transactions from €0 to €200
  • 6% commission on transactions from €201 to €500
  • 5% commission on transactions above €501

Each commission rate contributes to maintaining a reliable and high-quality marketplace experience. It covers:

  • Platform maintenance and security
  • Payment processing infrastructure
  • Customer support and partner assistance
  • Dispute mediation and resolution

3.2 Commission Refund Policy

  • Non-Refundable: Platform commission fees are generally non-refundable
  • Service Refunds: If a partner provides a service refund, our commission remains non-refundable
  • Failed Transactions: Commission refunded only if the transaction fails to complete
  • Platform Error: Commission refunded if refund is due to our technical error

3.3 Exceptional Circumstances

Commission refunds may be considered in exceptional cases:

  • Verified partner fraud or misrepresentation
  • Technical errors preventing service delivery
  • Duplicate charges due to platform malfunction
  • Legal requirement for refund

4. Partner Service Refunds

4.1 Partner Responsibility

Refunds for services provided by partner organizations are governed by:

  • Individual partner refund policies
  • Service-specific terms and conditions
  • Direct agreement between you and the partner
  • Applicable consumer protection laws

4.2 Navly's Role

  • Facilitation Only: Navly facilitates but does not provide partner services
  • Mediation Support: We can assist with dispute resolution
  • Partner Accountability: We monitor partner practices and may remove non-compliant partners
  • Consumer Protection: We advocate for fair treatment but cannot guarantee partner refunds

4.3 Dispute Resolution Process

  1. Direct Contact: First contact the partner organization directly
  2. Documentation: Gather all relevant communications and evidence
  3. Navly Mediation: If unresolved, contact [email protected] for assistance
  4. Partner Review: Persistent issues may result in partner platform removal
  5. Legal Options: For serious disputes, consider legal counsel or consumer protection agencies

5. Refund Processing

5.1 Processing Times

  • Navly Services: 5-10 business days from approval
  • Partner Services: Varies by partner policy (typically 5-30 days)
  • Credit Card Refunds: Additional 2-5 business days for bank processing
  • Complex Disputes: May require additional investigation time

5.2 Refund Methods

  • Original Payment Method: Refunds credited to original payment source when possible
  • Closed Accounts: Alternative arrangements made for closed payment accounts
  • Currency: Refunds processed in original transaction currency
  • Processing Fees: Third-party processing fees may not be refundable

5.3 Refund Confirmation

  • Email confirmation sent when refund is processed
  • Reference number provided for tracking
  • Account history updated to reflect refund status
  • Support available for refund inquiries

6. Exceptions and Limitations

6.1 Non-Refundable Items

  • Platform commission fees (except in exceptional circumstances)
  • Stripe payment processing fees
  • Services fully consumed or completed
  • Digital content that has been downloaded or accessed
  • Personalized services tailored to your specific requirements
  • Services terminated due to Terms of Service violations

6.2 Refund Limitations

  • Time Limits: Refund requests must be made within specified timeframes
  • Usage Limits: Extensive platform usage may disqualify from refunds
  • Multiple Refunds: Repeated refund requests may be subject to additional review
  • Abuse Prevention: Fraudulent refund requests will be denied and may result in account termination

6.3 Force Majeure

Refunds may be delayed or modified due to circumstances beyond our control, including:

  • Natural disasters or emergencies
  • Government regulations or legal requirements
  • Banking system interruptions
  • Technical failures of third-party services

7. Consumer Rights

7.1 Legal Rights

This refund policy does not affect your legal rights under applicable consumer protection laws, including:

  • EU Consumer Rights Directive
  • Distance and off-premises contracts regulations
  • National consumer protection laws
  • Digital services regulations

7.2 Cooling-Off Period

  • 14-Day Right: Under EU law, you may have the right to withdraw from purchases within 14 days
  • Digital Services: Right may be waived if you explicitly consent to immediate performance
  • Service Commencement: Using services may affect withdrawal rights

8. Refund Request Process

8.1 How to Request a Refund

  1. Email Request: Send detailed refund request to [email protected]
  2. Include Information:
    • Account email address
    • Transaction/subscription details
    • Reason for refund request
    • Any relevant documentation
  3. Response Time: Initial response within 48 hours
  4. Review Process: Requests reviewed within 5 business days
  5. Decision Communication: Clear explanation of refund decision

8.2 Required Information

  • Account holder name and email
  • Transaction ID or subscription reference
  • Date of purchase or subscription start
  • Detailed explanation of refund reason
  • Supporting evidence if applicable

9. Policy Updates

We may update this Refund Policy to reflect:

  • Changes in service offerings
  • Legal or regulatory requirements
  • Improvements to customer service
  • Platform operational changes

Updates will be communicated through:

  • Email notification to active subscribers
  • Platform announcements
  • Updated policy page with revision date

10. Contact Information

For refund requests or questions about this policy:

  • Email: [email protected]
  • Subject Line: "Refund Request" or "Refund Policy Inquiry"
  • Response Time: Within 48 hours during business days
  • Support Hours: Monday to Friday, 9 AM - 6 PM CET

For escalated disputes: