Refunds

Paddle is the merchant of record for every unlock on d8way — in their Buyer Terms, “an authorised reseller of Products for Suppliers”, and we are the supplier. Practically, that means Paddle charges your card, handles VAT, issues the receipt and invoice, and is the party a refund is returned through. We build the plan; they sell it.

On your card statement the charge appears as PADDLE.NET* D8WAY. That is us — Paddle's name first because they are the seller, ours after the asterisk. If you see it and don't recognise it, check your inbox for a receipt from Paddle before anything else; it names the plan.

That receipt comes from Paddle, not from us, and it carries the order reference you'll need below. Card details never touch our servers — we never see them.

A plan is a claim about real places at real times. When that claim turns out to be false, the fault is ours and the refund is automatic:

• A venue was closed at the time the plan told you to be there.
• The timing couldn't work — the legs didn't connect, or a stop couldn't be reached in the minutes we allowed.
• The data made the night impossible — a stop that isn't where we put it, a place that has closed permanently, a sunset or moon claim that was simply wrong.
• You were charged twice for the same plan, or charged for a plan you never received.

Two things we'll say honestly rather than hide in a clause. Where a plan tells you “hours we couldn't verify”, it is telling you the truth about what OpenStreetMap knows — and if you go anyway and it's shut, that still counts above. We'd rather refund than pretend the caveat was your problem. But a night you didn't enjoy is not the same as a night that couldn't happen, and taste isn't something we can refund. Weather that turned is what Plan B is for.

Email hello@d8way.com within 14 days of the unlock with:

• the order reference from your Paddle receipt,
• the plan's name or link, and
• one line on what went wrong — where you were, what time, and what you found.

We review within 2 business days and reply either way. When it's approved we issue the refund through Paddle, and the money returns to the card you used; how long your bank takes after that is between you and them, usually 5–10 days.

If you can't reach us — d8way is one person, and one person sometimes drops a ball — Paddle's Buyer Terms and its refund policy give you a direct route: look your order up at paddle.net or write to help@paddle.com. Please talk to one of us before disputing the charge with your bank — it is faster for you, and Paddle's terms ask for it too. We'd rather you email us first, but we're not going to bury the alternative.

EU consumer law normally gives you 14 days to change your mind about an online purchase, no reason required. There is a specific exception for digital content that starts being delivered inside that window — and unlocking a plan is the delivery: the stops, the timings and the rain plan are all on your screen a second later, and they can't be handed back.

So when you press unlock you give prior express consent to immediate delivery, and in doing so you agree that the right of withdrawal does not apply to that unlock. That is how Paddle's Buyer Terms treat digital content made available inside the 14 days (their section 15), and it is why the unlock button carries the line “delivered instantly — by unlocking you accept the terms and refund policy, and ask for the plan now, so the 14-day withdrawal right no longer applies” next to a link back here — a waiver nobody was shown is not a waiver.

Everything in section 2 stands regardless. That is the trade: you give up a no-questions cooling-off period, and we give you a it-didn't-work-so-here's-your-money-back policy that a cooling-off period would never have covered anyway.