Refund Policy

1. General rule

PinkPepper subscription fees are charged in advance at the start of each billing period. Subscription payments are generally non-refundable once a billing cycle has started, as access to the full features of your plan is granted immediately upon payment.

2. Cancellation

You may cancel your subscription at any time from the billing portal in your dashboard or by emailing support@pinkpepper.io. Cancellation takes effect at the end of the current billing period. You will retain access to paid features until that date; no partial-period refunds are issued.

3. Exceptions — when we will issue a refund

We will issue a full or partial refund in the following circumstances:

• Billing errors: a duplicate charge or an incorrect amount was billed due to a technical error on our side.
• 14-day cooling-off period (EU/UK statutory right): if you are an EU or UK consumer, you have a statutory right to withdraw from your subscription within 14 days of your first payment. When you subscribe to a paid plan, PinkPepper asks you to (a) expressly request that the Service be provided immediately, before the 14-day withdrawal period ends, and (b) expressly acknowledge that, by doing so, you lose the right of withdrawal once the Service has been fully performed. This reflects Article 16(m) of Directive 2011/83/EU (Consumer Rights Directive) and Regulation 37 of the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you have not given that express consent, or if you have not used any paid features (exports, document review, paid-tier chat) since subscribing, you may cancel and request a full refund within the 14-day window by emailing support@pinkpepper.io.
• Service unavailability: if PinkPepper was materially unavailable for an extended period due to our fault, we may issue a pro-rata credit or refund at our discretion.

4. Downgrading

If you downgrade from a paid plan to a lower tier or to the free plan, no refund is issued for the remainder of the current billing period. The downgrade takes effect at the start of your next billing cycle.

5. Consultancy hours

Consultancy hours (included in the Pro plan) reset monthly and do not carry over or attract individual refunds. If your subscription is cancelled mid-month, unused consultancy hours are forfeited.

6. How to request a refund

To request a refund under one of the exceptions above, email support@pinkpepper.io within 14 days of the relevant charge, with your account email address and a brief description of the issue. We will review your request and respond within 5 business days.

Approved refunds are returned to your original payment method within 5–10 business days, depending on your bank or card provider.

7. VAT

Refunds for EU/UK customers include any VAT paid on the refunded amount. VAT refund processing times depend on your local tax authority.

8. Contact

For billing or refund questions, contact support@pinkpepper.io.