Refund Policy

1. Right of Withdrawal (EU Consumers)

If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason, in accordance with Directive 2011/83/EU on consumer rights.

Withdrawal Period

The withdrawal period expires 14 days from the day of the conclusion of the contract (i.e., the date of your purchase). To exercise your right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement (e.g., a letter sent by post or email).

How to Withdraw

To exercise your right of withdrawal, please contact us at:

• Email: to@pingmind.io
• Post: Pingmind OÜ, Ida-Viru maakond, Narva linn, Kangelaste prospekt 47a-31, 20604, Estonia

You may use the following model withdrawal form, but it is not obligatory:

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse all payments received from you without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to withdraw. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

Exception: Service Already Performed

2. One-time Purchases

For one-time one-time purchases, refunds are subject to the following terms:

Eligible for Refund

You may request a refund for one-time purchases only for unused prompting limits. This means:

• If you have not used any of your allocated prompting limits, you are eligible for a full refund
• If you have used some but not all of your prompting limits, you may receive a partial refund calculated based on the unused portion of your purchase
• Refunds will be calculated proportionally based on the ratio of unused prompting credits to total purchased credits

Not Eligible for Refund

Once you have used your prompting limits, those used portions are non-refundable. You cannot request a refund for:

• Prompting limits that have already been consumed through AI model interactions
• Services that have been actively utilized, even if you are dissatisfied with the results
• one-time purchases made more than 30 days ago, regardless of usage

3. Subscription Purchases

For recurring monthly or annual subscriptions, refunds are subject to the following terms:

Active Subscription Refunds

Refunds for active subscriptions are only available within the current billing cycle:

• You may request a refund for the current calendar month subscription payment
• The refund will be prorated based on the number of days remaining in the current billing cycle
• Upon refund approval, your subscription will be immediately cancelled
• You will retain access to the service until the end of the current billing period

Past Subscription Periods

Refunds are not available for past subscription periods, regardless of usage:

• You cannot request a refund for any previous billing cycles
• Unused prompting limits from past months do not qualify for refunds
• If you did not cancel your subscription before the renewal date, the charge is non-refundable

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our support team at to@pingmind.io
2. Include your account email address and order/transaction ID
3. Clearly state the reason for your refund request
4. Our team will review your request and respond within 5-7 business days

Please note that all refund requests are subject to verification and approval. We reserve the right to deny refund requests that do not meet the criteria outlined in this policy.

5. Refund Processing

Once your refund is approved:

• Refunds will be processed to the original payment method within 7-10 business days
• Depending on your financial institution, it may take an additional 5-7 business days for the refund to appear in your account
• You will receive an email confirmation once your refund has been processed
• Your account access may be immediately revoked or downgraded upon refund approval

6. Exceptions and Special Circumstances

We may make exceptions to this refund policy in the following circumstances:

• Service Outages: If our service experiences significant downtime or technical issues that prevent you from using your purchased credits
• Billing Errors: If you were charged incorrectly or multiple times for the same purchase
• Unauthorized Charges: If you can demonstrate that a charge was made without your authorization

These exceptions are evaluated on a case-by-case basis and require supporting documentation.

7. No Refunds Policy

The following purchases are not eligible for refunds under any circumstances:

• Purchases made through third-party payment platforms or resellers
• Promotional or discounted purchases obtained through special offers
• Gift purchases or credits transferred to another account
• Refund requests made more than 30 days after the original purchase date
• Accounts that have been terminated for violation of our Terms of Service

8. Cancellation vs. Refund

Please note the difference between cancelling your subscription and requesting a refund:

• Cancellation: Stops future billing but does not refund current or past charges. You retain access until the end of the current billing period.
• Refund: Returns money for eligible unused services and immediately terminates access (or at the end of the current period, depending on the refund type).

You can cancel your subscription at any time through your account settings without contacting support.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

We encourage you to review this policy periodically to stay informed about our refund terms.

10. Contact Information

If you have questions about this Refund Policy or need assistance with a refund request, please contact us:

• Pingmind OÜ
  Email: to@pingmind.io
  Kangelaste prospekt 47a-31, 20604
  Narva linn
  Ida-Viru maakond
  Estonia
  Registration number: 17375951