1.The short version
Fourteen days to change your mind about a new subscription, for any reason, money back. Cancel any time in two clicks and keep what you already paid for until it runs out. Nothing you built is ever deleted because you stopped paying.
The rest of this page is the detail, including the exact wording to use if you want to be formal about it.
2.Your right of withdrawal
As a consumer in the EU you have 14 days from the day the subscription starts to withdraw from it. You do not need a reason, and you do not need our agreement.
Law lets us ask you to waive this in exchange for using the service immediately. We do not ask. You get immediate access and the full 14 days, which means that in the one case where these two things conflict, you keep both.
Withdraw in time and you get everything back within 14 days of telling us, by the same means you paid. No fee, and nothing deducted for the days you used it.
3.How to withdraw
Email us and say so. One sentence is enough: “I withdraw from my Outrouted subscription” with the address on the account. Cancelling in Billing within the 14 days counts too, and we will treat it as a withdrawal and refund it rather than making you say the magic word.
If you would rather use the statutory form, the wording below is it. Copy it, fill it in, send it to the address below.
- To: the trader named on the terms page, at the email address below.
- I hereby give notice that I withdraw from my contract for the supply of the Outrouted service.
- Ordered on: [date] — Name of consumer: [name] — Address of consumer: [address]
- Signature (only if sent on paper), and date.
4.Refunds we give beyond the law
Outside the 14 days, the first paid period of a new subscription is refundable if the product was not what you expected. Write and say what you expected and did not get; you will not be asked to justify it twice.
After that first period, refunds are for when something is actually wrong: an outage that made the thing you paid for unusable, a charge that should not have happened, a feature a plan is sold on that stopped working. Those are refunded proportionately, and you do not have to prove it in writing, because the status page and our own logs usually already say it.
5.What is not refunded
A period you used and were happy with, once the first one has passed. Renewals you meant to cancel and did not, although if a renewal caught you out in the first few days, write to us, because we would rather refund it than argue with somebody who was not using it.
Nothing you booked elsewhere. Outrouted never takes your money for a flight, a room or a ticket, so there is never anything of yours here to give back. That refund is between you and whoever sold it.
6.Cancelling, as distinct from withdrawing
Cancelling stops the next charge and nothing else. Two clicks in Billing, no email to send, nobody to speak to, no offer of a discount to stay. Access continues to the end of the period you already paid for and then the account becomes Free.
We do not pro-rate a part-month. If you cancel on day three of a month you have paid for, you keep the other twenty-seven.
7.What happens to your trips
Nothing is deleted for not paying. Dropping to Free leaves every trip visible, printable and exportable; one of them stays editable, which is what Free is. Subscribe again and all of them unlock exactly as they were.
Deleting your account is the only thing that removes trips, it is your own action, and it is permanent. Export first if there is any doubt.
8.Failed payments and disputes
A renewal that fails is retried a few times and then the account drops to Free. No debt accrues, no collections, no reactivation fee.
If you think a charge is wrong, write to us before asking your bank to reverse it. It is faster, and a chargeback costs us a fee that a refund does not. We have never refused to look at one.
9.Invoices and tax
Every payment produces an invoice in Billing, downloadable whenever you like, kept for as long as accounting law requires.
No VAT is charged, because the trader is below the Lithuanian VAT registration threshold, so the price shown is the price paid and there is no tax line to reclaim. If that changes, invoices will show the VAT and the terms will say so before it happens.
10.If we disagree
Write to us first; it resolves nearly everything. If it does not, and you are a consumer, the Lithuanian consumer authority will hear it, and the European Consumer Centres Network will help if you are in another member state. You keep the protections of the country you live in either way.
- First
- Write to hello@outrouted.com
- Then, in Lithuania
- State Consumer Rights Protection Authority (VVTAT)
- Then, elsewhere in the EU
- European Consumer Centres Network
Something unclear, or worded so it could be read two ways? Write to hello@outrouted.com and we will fix the wording rather than explain it privately once.