Cancellation and Refund Policy
Last updated: August 2026
§ 1 Scope
This Cancellation and Refund Policy applies to all paid subscriptions to the Nopex platform (Starter, Pro, Max and Custom plans) between Nopex GmbH, An der RaumFabrik 33c, 76227 Karlsruhe, Germany (hereinafter "Nopex") and the Customer. It supplements the General Terms and Conditions (GTC) of Nopex, available at https://console.nopex.cloud/terms. In the event of a conflict, the GTC prevail over this Policy, unless this Policy expressly places the Customer in a better position.
§ 2 Free Plan and Trial Period
(1) The free plan ("Free") may be cancelled at any time without stating reasons. No costs are incurred and no refund claims arise.
(2) Where Nopex offers a free trial period for paid plans, the Customer may cancel without charge before the trial period expires. If no timely cancellation is made, the subscription automatically transitions to the selected paid plan.
§ 3 Cancellation of Subscriptions
(1) Monthly subscriptions may be cancelled at any time. The cancellation takes effect at the end of the current billing period.
(2) Annual subscriptions may be cancelled at any time. The cancellation takes effect at the end of the current billing period.
(3) Cancellation is submitted via the customer account in the Nopex Console or by email to [email protected] (§ 4 (3) of the GTC).
(4) After cancellation, access remains available until the end of the paid billing period.
§ 4 Refunds for Monthly Subscriptions
(1) For monthly subscriptions, no pro-rata refund is generally issued for the current billing period. The service remains available until the end of the paid month.
(2) In the following exceptional cases, Nopex may grant a pro-rata refund as a gesture of goodwill:
- Significant limitation of platform availability in the affected month, provided this is not attributable to scheduled or emergency maintenance, force majeure, or third-party fault. No specific availability is warranted; § 9 of the GTC remains unaffected.
- Significant change in the scope of services to the Customer's detriment without adequate advance notice
§ 5 Refunds for Annual Subscriptions
(1) For annual subscriptions, Nopex grants a full refund as a gesture of goodwill within the first 14 days after conclusion of the contract, provided the platform has not been used substantially during this period. Any statutory right of withdrawal for consumers under § 8 remains unaffected.
(2) After the 14-day period has expired, no pro-rata refund is generally issued for annual subscriptions. § 4 (2) applies accordingly.
(3) In the event of a price increase by Nopex, the Customer has a special right of termination. In this case, the unused portion of the annual prepayment will be refunded on a pro-rata basis.
§ 6 Refund Process
(1) Refund requests must be submitted in writing by email to [email protected], stating the customer number and reason.
(2) Nopex will review the refund request within 10 business days and inform the Customer of the outcome.
(3) Approved refunds will be paid out within 14 days of approval via the original payment method.
§ 7 Non-Refundable Services
The following are not eligible for refund:
- AI credits or computing resources already consumed beyond those included in the plan
- One-time setup fees for Enterprise customers
- Costs for individually agreed additional services (e.g., custom integrations, dedicated infrastructure), insofar as these have already been provided
- Fees in case of early termination for cause by Nopex pursuant to § 4 (4) of the GTC
§ 8 Right of Withdrawal for Consumers
(1) Consumers within the meaning of § 13 BGB (German Civil Code) generally have a right of withdrawal of 14 days for distance contracts (§§ 355 et seq. BGB).
(2) The right of withdrawal expires prematurely if Nopex has begun the performance of the service after the consumer has
- expressly consented to Nopex beginning performance before the expiry of the withdrawal period, and
- confirmed their knowledge that they lose their right of withdrawal upon complete performance of the contract.
(3) Registration for and use of the platform constitutes the commencement of service performance.
§ 9 Contact
For questions about cancellation and refunds, please contact us:
Nopex GmbH
Email: [email protected]
Phone: +49 721 619360-00
§ 10 Final Provisions
(1) This Cancellation and Refund Policy is part of the GTC of Nopex and is governed by the law of the Federal Republic of Germany.
(2) Nopex reserves the right to amend this policy with a notice period of 30 days. The current version is available on the website at all times.