1. Scope

This Refund Policy applies to paid GeoVue products, subscriptions, prepaid processing credits, account meters, digital access and cloud processing purchased through GeoVue or Paddle.

Where you purchase through Paddle, Paddle may be the merchant of record or authorised reseller. That means Paddle may handle checkout, payment collection, taxes, invoicing, receipts, refund processing and payment disputes. GeoVue remains responsible for operating and supporting the GeoVue product.

2. Refund window

Unless a different refund period is shown at checkout or required by law, you may request a refund within 30 days of the transaction date for eligible purchases.

Submitting a request within the refund window does not automatically guarantee approval. Refunds may be reviewed case by case, including product type, account usage, credit consumption, technical issues, fraud risk, legal requirements and Paddle’s buyer policies.

3. Unused processing credits and account meters

Unused prepaid processing credits or account meters may be eligible for a full or partial refund within the refund window, provided the credits have not been consumed, transferred, misused, charged back, or used to obtain completed processing outputs.

Credit removal before funds are returned: Before any approved refund is released or returned to the customer, the corresponding credits, meters, entitlements or account balance will first be removed, debited, revoked or suspended from the user account. This is required to prevent refunded credits from being used after a refund has been approved.

Before any approved refund funds are returned to the customer, the corresponding credits, meters, processing balance, or paid entitlements will first be removed, debited, revoked, or suspended from the user account. This prevents any refunded credits from being used after the refund has been approved. If the account balance is insufficient because credits have already been consumed, GeoVue or Paddle may reduce the refund amount, decline the refund, or treat the consumed portion as non-refundable, subject to applicable law and Paddle's merchant-of-record requirements.

4. Completed processing and consumed credits

Once a processing request has completed and credits or meters have been deducted for that completed processing, those consumed credits are generally non-refundable. This is because the digital processing service has already been performed and the resulting outputs have been made available.

However, this does not limit your non-waivable statutory rights. GeoVue or Paddle may approve a discretionary full or partial refund where required by law or where exceptional circumstances justify it, such as duplicate charges, clear billing mistakes, verified non-delivery, or serious technical failure that prevented access to the purchased service.

5. Subscriptions, renewals and cancellation

If GeoVue offers subscriptions, cancellation stops future renewals but does not automatically refund prior charges. Refund eligibility for initial purchases, renewals, upgrades, downgrades or prorated changes will be assessed according to this policy, Paddle’s policies, checkout disclosures and applicable law.

6. Generally non-refundable situations

Refunds are generally not provided for:

• dissatisfaction with geophysical, geological, drilling, water-yield, engineering or commercial outcomes after processing has completed;
• results that differ from expectations, consulting interpretations or third-party methods;
• user error, incorrect data, incorrect project settings, unsuitable filtering, incorrect processing depth or poor-quality field collection;
• loss of local browser projects, deleted exports or failure to keep backups;
• account misuse, breach of Terms, fraud, abuse or unauthorised resale;
• claims made outside the refund window, unless required by law or approved as a discretionary exception.

7. How to request a refund

For Paddle purchases, use the support link in your Paddle receipt or visit Paddle buyer support at paddle.net. You may also contact GeoVue at info@geovue so we can help identify the transaction and provide product-usage information where needed.

Please include the email used at checkout, the Paddle transaction or invoice reference if available, the purchase date, the product or credit package purchased, and a short explanation of the issue. Approved refunds are actioned only after the refunded credits or entitlements have first been removed from the user account.

8. Refund timing and payment-method limits

Approved refunds are returned to the original payment method where possible. Timing depends on Paddle, your payment method, banks and payment networks. Some payment methods impose time limits or technical restrictions on refunds.

9. Chargebacks and payment disputes

Before raising a chargeback or payment dispute with your bank or payment provider, please contact Paddle or GeoVue so the issue can be investigated. Chargebacks can cause temporary suspension of the relevant product access while the matter is reviewed and may create additional fees or evidence requests.

10. Statutory rights

Nothing in this Refund Policy excludes, restricts or modifies non-waivable rights that apply under consumer protection, digital-content, card-scheme or payment laws. If this policy conflicts with mandatory law, the mandatory law prevails.