Refunds

How to get your money back, what cancelling does, and what happens to the work you have already made.

Last updated 30 August 2026

This document is a draft

It was written against how StreetShape actually works, and every factual claim in it is checkable against the code. What it does not yet have is the company details, the governing law and the retention periods a human has to decide, or a review by a lawyer. Those gaps are marked in the text rather than filled with a guess.

31 outstanding items— show

legal entity name
country of incorporation
company registration number
VAT number
registered office address
EU representative, if the entity sits outside the EU
data protection officer, if one is required
supervisory authority
supervisory authority website
governing law and jurisdiction
ADR body to signpost, if the jurisdiction requires one
minimum age — GDPR Art. 8 allows 13 to 16 by member state
refund position, beyond the statutory withdrawal right
liability cap
voluntary refund window — the draft recommends 30 days
window for refunding a renewal somebody meant to cancel — the draft recommends 14 days
acknowledgement time for a vulnerability report — the draft recommends 2 working days
coordinated disclosure window — the draft recommends 90 days
notice period before a new sub-processor starts, for accounts with a DPA — the draft recommends 30 days
canonical domain — the code uses streetshape.app, the site publishes streetshape.io
Whether classroom use is supported — the education material invites it, which makes under-16 users foreseeable and decides the minimum age above.
The statutory retention period for accounting records in the country of incorporation.
Retention windows for municipality demo requests, the email log, and stored Paddle webhook payloads.
Whether Paddle's checkout captures the Art. 16(m) consent and acknowledgement the Terms rely on for digital content supplied immediately.
The region each processor runs in, and the transfer mechanism relied on for each.
Review of all nine documents by a lawyer in the jurisdiction of incorporation.
Whether a data processing agreement is actually executed with each provider on the sub-processor list, and whether a StreetShape DPA template exists for a municipality or university to sign.
Which imagery and elevation providers sit behind MapTiler's satellite and terrain styles, read from the styles themselves rather than written from memory.
Whether MapTiler's agreement permits printing and republishing satellite imagery, which is a different grant from viewing it on screen.
Whether the Digital Services Act treats StreetShape as a hosting service or an online platform — public proposal boards and consultations point at the second, which carries notice-and-action, statement-of-reasons and appeal duties.
Whether access to production data is logged, and whether a backup restore has ever actually been run.

1. How to ask

Email hello@streetshape.io from the address on the account, or write through the contact form. Say what you paid for. That is all we need.

Our voluntary refund window

Beyond the statutory rights below, our own position is [voluntary refund window — the draft recommends 30 days], and for a renewal you meant to cancel, [window for refunding a renewal somebody meant to cancel — the draft recommends 14 days].

Until that is settled, ask anyway. Nothing here reduces the legal rights described below, and a genuine problem gets a genuine answer.

Marked as undecided rather than filled in with a plausible number, because a refund window is a commitment about money and about how fast somebody answers an inbox. A policy promising a fast refund that nobody is staffed to process is a dispute with extra steps, and Paddle’s chargeback fees make it an expensive one.

2. Your statutory rights

If you are a consumer in the EU, you normally have 14 days to withdraw from a distance contract under Directive 2011/83/EU. Because StreetShape is digital content supplied immediately, you may be asked at checkout to agree that supply begins straight away and to acknowledge that the withdrawal right is lost once it has.

That waiver only works if the checkout actually captured both things and confirmed them to you. Where it did not, the right survives regardless of what any page says — including this one. Whichever is more generous, the statutory right or our own position, is the one that applies.

Consumer protection law in your country may give you more. It is not displaced by anything here. The full clause is in the terms.

3. Cancelling, and what it does not do

You can cancel at any time from your account. Cancelling stops the next payment; it does not refund the period you are in, and you keep everything you are paying for until that period ends.

Cancelling never deletes your work

Downgrading, cancelling or letting a plan lapse does not remove a single plan you have made. You keep all of them. If you are over the limit of the plan you drop to, you simply cannot create new ones until you are back under it.

Enforced rather than promised: the plan-limit check in the database runs when a plan is created, not when one is read or stored. There is no path in the product that deletes work because a subscription ended.

4. The founding lifetime plan

The founding plan is a single payment for a permanent grant. It does not expire and does not renew, so there is no renewal to refund and nothing to cancel.

Your statutory withdrawal right applies to it as it does to any other purchase, on the terms above. Beyond that, our position is [refund position, beyond the statutory withdrawal right].

If something has gone genuinely wrong, write to us anyway. We would rather hear about it than not.

5. If we change or close something

If we take a feature away

If we remove or materially reduce something your paid plan included, tell us and we will refund the unused part of your period pro rata. That is also in the terms.

If we close your account

If we close a paid account over a breach of the acceptable use policy, there is no refund. If we close one and you did not breach anything, we refund the unused period.

6. How a refund reaches you

Payments are taken by Paddle as merchant of record, so refunds go back through Paddle to the method you originally paid with, usually within 5–10 working days depending on your bank. We cannot refund to a different method, because we never held your payment details in the first place.

Your receipt and invoice history come from Paddle too, and are the record of what was charged and refunded.

7. What this does not cover

Free plans, student grants and resident accounts. Nothing was paid, so there is nothing to refund.
Municipal and invoiced agreements. Those have their own terms, and what happens on early termination is in that agreement rather than here.

What each plan includes is on the pricing page. The full contract is in the terms. What billing data we hold, and for how long, is in the privacy policy.