Refund & Cancellation Policy

1. Scope and relationship to the Terms

This Refund and Cancellation Policy forms part of the Terms of Service (/terms) and applies to paid subscription plans for BookingPilot, operated by the BookingPilot project (legal entity registration in progress, Albania). It governs the subscription fees you pay to us for use of the Service; it does not govern bookings, deposits or payments between a Property and its guests, which remain a matter between them under their own terms.

Subscriptions are offered to accommodation providers in the course of their trade. Consumer withdrawal or cooling-off rights that attach to purchases made for personal use do not generally apply to subscriptions taken out for a business. Nothing in this policy limits any right you have that cannot be excluded under applicable law.

2. Plans and billing

The Service is offered on a free plan and on paid plans billed in advance, monthly or annually, and sold by Paddle.com, our online reseller and Merchant of Record. Paddle collects payment, calculates and remits applicable taxes and issues the invoice or receipt, and Paddle's buyer terms apply to the purchase transaction. Plan features and limits are as described at sign-up and on the pricing page (/pricing).

3. Cancelling a subscription

The Property owner may cancel a paid subscription at any time through the Paddle customer portal linked from the Billing settings, or by writing to support@bookingpilot.al. Cancellation takes effect at the end of the paid period already billed: the plan and its features remain active until then, and no partial-period refund is due. On expiry the Property returns to the free plan; its rooms, reservations and data are retained, features beyond the free plan's limits become unavailable, and channel connections are suspended until a paid plan is resumed.

Cancelling a subscription is separate from closing the account. On account closure, the thirty-day deletion window described in the Data Processing Agreement (/dpa) applies, after which the property record and all associated data are permanently deleted.

4. Refunds

Fees are billed in advance and are not refundable for partial billing periods, unused time or unused features, except as set out below or as required by applicable law.

Amounts charged in error, including duplicate charges and charges made after a confirmed cancellation, are corrected or refunded by Paddle to the original payment method upon verification. If you believe a charge is incorrect, contact support@bookingpilot.al within thirty days of the charge, quoting the invoice or receipt reference.

Where we discontinue a paid plan, or materially reduce the functionality on which you rely, during a prepaid annual period, and we cannot offer an equivalent alternative, we will refund the prepaid fee for the unused remainder of that period.

5. Plan changes

Upgrades take effect immediately, and the difference is charged on a prorated basis by Paddle. Downgrades take effect at the next renewal, so the features and limits of the current plan remain available for the remainder of the paid period; no refund or credit is due for the difference. Where a downgrade reduces usage limits below current usage, for example room count or staff seats, the resources beyond the new limit become unavailable or suspended as described in the plan terms; no data is deleted as a result of a downgrade itself.

6. Free plans, trials and complimentary access

Free access requires no payment method and incurs no charge; a paid subscription begins only where you initiate one through checkout. Complimentary or discounted access granted by us may be withdrawn as described in the grant and carries no refund entitlement.

7. Failed payments and grace period

If a renewal payment fails, Paddle retries the charge and a grace period applies during which the paid plan remains active so that billing details can be updated in the Paddle customer portal. If the payment is not recovered within that period, the plan reverts to the free plan and paid features are suspended as described in section 3; no data is deleted as a result of a lapsed payment.

8. Disputes and chargebacks

Please contact support@bookingpilot.al, or Paddle via the contact details on your receipt, before disputing a charge with your card issuer or bank; billing errors can ordinarily be corrected faster that way. A chargeback raised against a valid charge may result in suspension of the paid plan while the dispute is resolved.

9. Changes and contact

We may update this policy with reasonable advance notice; the version in force at the time of a charge governs that charge. Version v2026-10, last updated October 2026. Billing questions may be addressed to support@bookingpilot.al; legal notices to legal@bookingpilot.al.