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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 and Max — each also in its Plus variant — as well as 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.

§ 2 Billing Model

(1) Paid plans are billed as fixed monthly subscriptions per project. The monthly price is determined at the time the contract is concluded.

(2) Every plan includes a weekly usage allowance for the work of the AI team. Once the weekly usage is exhausted, processing pauses until the start of the next usage week. No usage-dependent charges arise beyond the plan price.

(3) Weekly usage that is not exhausted expires at the end of the respective usage week and is neither carried over nor reimbursed.

(4) For the Starter, Pro and Max plans, a "Plus" variant may be selected. It doubles the weekly usage for a monthly price increased by 50%; the scope of services is otherwise unchanged.

§ 3 Free Plan

(1) The free plan ("Free") may be cancelled at any time without stating reasons. No costs are incurred and no refund claims arise.

(2) The free plan is the entry plan for self-registration. Nopex does not offer a separate, time-limited trial period for paid plans; a switch to a paid plan occurs solely upon the Customer's express selection.

§ 4 Cancellation of Subscriptions

(1) Monthly subscriptions may be cancelled at any time with one month's notice to the end of the current billing period.

(2) Annual subscriptions may be cancelled with one month's notice to the end of the contract term.

(3) Cancellation is submitted via the customer account in the Nopex Console or in writing by email to [email protected].

(4) After cancellation, access remains available until the end of the paid billing period.

§ 5 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, a pro-rata refund may be granted:

  • Significant limitation of platform availability (below 95% in the affected month), provided this is not attributable to force majeure or third-party fault
  • Significant change in the scope of services to the Customer's detriment without adequate advance notice

§ 6 Refunds for Annual Subscriptions

(1) For annual subscriptions, the Customer may request a full refund within the first 14 days after conclusion of the contract, provided the platform has not been used substantially during this period.

(2) After the 14-day period has expired, no pro-rata refund is generally issued for annual subscriptions. § 5 (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.

§ 7 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.

§ 8 Non-Refundable Services

The following are not eligible for refund:

  • Billing periods that have already elapsed, and weekly usage that was not exhausted (§ 2 (3))
  • 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 § 8 (3) of the GTC

§ 9 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.

§ 10 Contact

For questions about cancellation and refunds, please contact us:

Nopex GmbH
Email: [email protected]
Phone: +49 721 619360-00

§ 11 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.