Your 14 days
Ask us within 14 days of your purchase and we give your money back: the full amount you paid, tax included, to the card or account you paid with. No fee, no deduction (the one exception is described under «Discounts that depend on another licence»), and never a voucher or a credit instead of money.
You do not have to give a reason, and we do not ask you to prove anything.
Your legal rights come first
This policy is a commitment we add to the law, never a replacement for it. Nothing here limits any mandatory right you may have — including a right of withdrawal, or a remedy for a product that does not do what it should.
Where the law gives you more than this page does, the law wins.
Who sells your licence
Licences bought in Sustys are sold and invoiced by Dodo Payments as merchant of record, under its own buyer terms, which are shown to you at checkout. Sustys grants the licence and runs the service behind it.
Sustys never holds your money and never sees your card number. A refund is started by us in the provider’s system and paid out from there.
What you buy
A licence for one CBAM declaration year, or an add-on to one. There is no subscription: a licence covers the period it names, nothing renews itself, and a later year is a new purchase at the price published then.
After the 14 days
Our own refund commitment ends and the licence runs to its date. If a licence has already produced work output — for its declaration year a declaration has left draft, or the registry pack has been generated (the registry XML, the PDF dossier, the spreadsheet or the evidence ZIP) — then in the ordinary case we have delivered what you paid for. We still read every request, and your legal rights are unaffected either way.
How the money comes back
We act on a refund request the day it reaches us, and always before the provider’s 30-day line. The money returns to the original payment method; how long it then takes to appear is determined by the provider and your bank, not by Sustys, and Sustys gives no undertaking as to that period.
We do not give partial or pro-rata refunds for unused time or unused quota. If the provider makes a partial refund for a tax adjustment, that does not shorten or end your licence.
Discounts that depend on another licence
A licence for a past reporting year costs less when the same company already holds a licence for the current year — the Store shows both prices. That lower price depends on the current-year licence, so if the current-year licence is refunded, the discount goes with it.
You choose how: we refund both purchases together, or, if you want to keep the past-year licence, we keep back the difference between its two prices from the current-year refund. Nothing else is deducted.
If the provider cannot execute the refund
Its platform refuses a refund started more than 30 days after the transaction; a refund can be held for review or fail on its side; and its buyer terms reserve the right to refuse one at its own discretion. Whatever the reason — those or any other — if the provider does not pay it out, that is our problem and not yours: we return the money another way and tell you how. We will not offer you a credit in place of it.
Payments that are still settling
Payments are normally confirmed at once — we accept cards and the instant bank methods iDEAL (Netherlands), Bancontact (Belgium) and EPS (Austria). If a payment is held for review, your licence is visible but limited until it clears: the annual pack still builds, but the registry XML — the file you submit — is withheld until the payment confirms.
If a payment never confirms, the licence does not open and nothing is charged. If a purchase was closed for inactivity before its payment confirmed, tell us: we either refund it through the provider or open the licence by hand.
Consultancy consoles
A console purchase includes client licences. If the console purchase is refunded, the client licences included in it end with it. Client licences you bought separately are their own purchase and are not affected — they simply stop being backed by a console.
Cancellation
There is no subscription to cancel. Closing your account does not by itself trigger a refund; ask us for one.
Disputes and chargebacks
While a dispute is open on a payment, the licences it paid for are suspended. If the dispute is resolved in your favour they resume; if it is lost they end. Talking to us first is faster than a chargeback, and it is also what the provider’s buyer terms ask of you.
Businesses and consumers
Sustys is sold to organisations: the buyer named on every checkout we open is the organisation, by its legal name, and that is the name the invoice carries.
If you are buying as an individual rather than for a business, consumer law may give you rights this page does not mention. It applies in full, and the section above on your legal rights is what governs.
How to ask
Email billing@sustys.com with your order reference, or the email address you bought with. One sentence is enough.