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Refund Policy

Last updated: October 23, 2026

This policy covers terrain data bought on Urbanyx: the Tbilisi terrain models (1 m, 2 m, 5 m) and the 30 m global elevation data, delivered as GeoTIFF files. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.

1. Before you download: a full refund within 14 days

You can cancel an order and get a full refund within 14 days of buying it, as long as you haven't downloaded its data file. Our records show whether and when the file was downloaded.

2. Once the file is downloaded

When you buy, you ask us to deliver the data straight away and confirm that you understand you lose the right to cancel once you download the file. From the first download the order is delivered, and it can no longer be cancelled or refunded, except as set out in sections 3 and 4. These are not grounds for a refund:

3. Faulty files

If a file is corrupt, incomplete or doesn't cover the area you ordered, tell us within 30 days of buying it, with the order number and what is wrong. We will send a corrected file within 5 working days; if we can't, we will refund the order in full, or in proportion if only part of it is affected.

4. Charged by mistake

If you were charged twice for the same order, or paid and never received the file and we can't deliver it, you will get a full refund.

5. Refund abuse

We and Paddle refuse refunds where there is evidence of fraud or refund abuse: for example, claiming a file was never received or is faulty when it was downloaded and works, or repeatedly buying and cancelling orders. A chargeback for data you have downloaded will be disputed with the order's records (your confirmation at checkout and the time of the download), and the account may be suspended while it is reviewed.

6. How to ask

Paddle returns the money to the payment method you used. It usually appears within 5–10 working days, depending on your bank.

7. After a refund

The licence to the refunded data ends with the refund, and its file can no longer be downloaded: please delete the files and any copies of the data. Maps, drawings or analyses you made from it before asking for the refund are yours to keep, as long as they don't contain the data itself.

8. Your rights under the law

Paddle decides refund requests under its own refund policy and Buyer Terms, taking this policy into account. Nothing in this policy limits rights you have under consumer protection law that cannot be waived.

9. Platform access

Access to the Urbanyx analysis platform for organisations is arranged directly with Z.axis; its terms, refunds included, are set out in that arrangement. See also our Terms of Service.