Terms of Service

By creating an account or using VoyagePoint ("the Service"), you agree to be bound by these Terms of Service. If you do not agree, do not use the Service.

These terms apply to all users, including freight forwarders, customs brokers, and any other business or individual accessing the Service.

VoyagePoint provides document intelligence and compliance verification for shipment documents. The Service:

• Extracts and analyses fields from shipment documents you upload
• Cross-checks documents for consistency
• Flags potential compliance issues based on regulatory data
• Provides a risk assessment and clearance confidence score

The Service operates on a pay-per-shipment model. Creating a shipment consumes one credit from your account balance.

• New accounts start with a zero credit balance
• Credits must be purchased before creating a shipment
• Re-validating the same shipment is free within a 7-day window from creation
• Credits are non-refundable once used to generate a risk report: see our Refund Policy below for billing-error exceptions
• Credits do not expire while your account remains active

Because generating a risk report consumes real processing cost the moment it runs, credits that have been used to produce a report are non-refundable. This applies regardless of whether you agree with the result, since the Service is a decision-support tool, not a guarantee of any specific customs or clearance outcome.

A refund is considered in the following situations:

• You were charged more than once for the same top-up, or charged an incorrect amount, due to a payment processing error
• A technical failure on our side consumed a credit without producing a risk report
• Stripe confirms your payment succeeded but the credits were never added to your account balance
• You purchased credits by mistake and have not used any of them, reported within 14 days of purchase

To request a refund, email support@voyagepoint.io with the email address on your account and, where applicable, the shipment reference or payment date. Approved refunds are returned to your original payment method, typically within 5–10 business days. Refunds are considered on a case-by-case basis and are not guaranteed outside the situations described above.

You are responsible for:

• The accuracy and completeness of documents you upload
• Ensuring you have authority to upload documents on behalf of your clients
• Not uploading documents containing false, fraudulent, or illegal information
• Keeping your account credentials secure and not sharing access
• Verifying all outputs before submission to any government body or customs authority

You must not use VoyagePoint to:

• Facilitate trade in sanctioned goods or to sanctioned parties
• Attempt to reverse-engineer or extract our document processing logic
• Share your account with third parties not authorised by your organisation
• Upload documents on behalf of clients without their consent
• Automate requests in a way that disrupts the Service for other users

Your use of the Service is also governed by our Privacy Policy, which is incorporated into these Terms by reference.

You retain ownership of all documents you upload. By uploading, you grant VoyagePoint a limited licence to process those documents solely to deliver the Service to you. We do not use your documents to train AI models or share them with other tenants.

To the fullest extent permitted by applicable law, VoyagePoint is not liable for:

• Customs holds, delays, fines, or demurrage charges arising from reliance on Service outputs
• Errors in regulatory data sourced from third-party APIs (including HMRC Trade Tariff)
• Losses arising from inaccurate, incomplete, or fraudulent documents uploaded to the Service
• Indirect, incidental, or consequential losses of any kind

Our total liability to you for any claim arising out of your use of the Service will not exceed the amount you paid us in the 30 days preceding the claim.

We aim to keep the Service available at all times but do not guarantee uninterrupted access. We may suspend access for maintenance, upgrades, or in response to security incidents. We will give reasonable notice where possible.

You may close your account at any time by contacting support@voyagepoint.io.

We may suspend or terminate your account if you breach these Terms, without prior notice. Unused credits at the time of termination will be considered non-refundable unless required otherwise by applicable law.

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

We may update these Terms from time to time. Material changes will be communicated by email or by a notice within the product at least 14 days before they take effect. Continued use of the Service after that date constitutes acceptance of the updated Terms.