The short answer.If you’re an EU consumer, you can cancel any new subscription within 14 days for a full refund — provided you haven’t exceeded the trivial-use threshold described below. After that window, subscriptions are billed in advance and we issue a pro-rata refund of the unused remainder when you cancel mid-period.
1. Merchant of record
All paid subscriptions to oxp.sh are sold through Paddle.com Market Limited(“Paddle”), our payment processor and EU merchant of record. Paddle handles billing, VAT, and refund execution. This policy describes the conditions under which we authorise refunds; the mechanics of payment are governed by Paddle’s buyer terms.
2. The 14-day EU cooling-off period
Under the EU Consumer Rights Directive (2011/83/EU), consumers in the European Union and the United Kingdom have a statutory right to withdraw from a contract for digital services within 14 days of the contract being concluded, without giving a reason.
How to exercise it: email billing@oxp.sh from the address on your account stating that you wish to withdraw, or use the Cancel subscription action in your dashboard. We will instruct Paddle to refund the full amount paid within 14 days of receiving your request, using the same payment method.
The trivial-use exception (Art. 16(m)).If you actively use the paid features in a way that goes beyond inspection — for example, by publishing more than three private extensions, inviting more than two paid seats to an organisation, consuming more than 10 GB of CDN bandwidth on the Pro plan, or consuming more than 50 GB on the Teams plan — you are deemed to have consented to immediate performance and accepted that you lose the right of withdrawal under Art. 16(m). In that case the pro-rata rules in section 3 apply instead. We never apply this exception silently: if you ask for a withdrawal refund and we believe the exception applies, we will explain why and offer the pro-rata refund as an alternative.
3. Cancelling outside the cooling-off window
You can cancel any subscription at any time from the dashboard. After the 14-day window:
- Monthly plans— on cancellation we issue a pro-rata refund for the unused days of the current billing month. For example, cancelling on day 10 of a 30-day cycle returns roughly two-thirds of that month’s fee. The refund excludes any add-ons or overage charges already consumed.
- Annual plans— we refund the unused remainder calculated on a daily basis, less any volume discount you received compared to the equivalent monthly price. Your access continues until the end of the period unless you ask us to terminate immediately.
- Enterprise contracts— refund and cancellation terms are governed by the master services agreement you signed; this policy does not apply.
4. When refunds are not available
We cannot refund:
- one-time fees for completed services (e.g. a paid manual review or a custom-domain provisioning fee that has already been fulfilled);
- subscriptions terminated by us for material breach of the Terms of Service— for example, publishing malware, infringing content, or violating acceptable-use rules;
- fees from prior billing periods that you did not contest within 60 days of the relevant invoice date;
- third-party charges, including bank fees, currency-conversion spreads, and chargeback recovery costs.
5. Failed payments & involuntary churn
If a renewal payment fails Paddle will retry over a 7-day window and notify you by email. If we cannot collect after the retry window your subscription is downgraded to the Free plan; private extensions remain stored but become unlisted until billing is restored. We do not delete content for non-payment.
6. VAT & taxes
Paddle applies VAT or local sales tax based on your declared billing location. Refunds include the corresponding tax amount. If you supplied a valid VAT number (B2B reverse charge), the refund will reflect the net amount paid.
7. How to request a refund
Email billing@oxp.sh from the address registered on your account, or open a support ticket from the dashboard. Please include:
- your account handle (
@you); - the Paddle order reference (visible in your receipt email);
- a one-line reason — not required, but helps us improve.
We acknowledge requests within 2 business days and instruct Paddle to issue refunds within 14 days. Funds typically reach your card within 5–10 banking days after that, depending on your issuer.
8. Chargebacks
Please contact us before initiating a chargeback — we can almost always resolve issues faster directly. Chargebacks raised without prior contact may result in account suspension while we work with Paddle to investigate.
9. Contact
Refund & billing questions: billing@oxp.sh. Sales and Enterprise contracts: sales@oxp.sh.