Refund & Cancellation Policy
Effective 1 January 2026 · Pingtail Partners
This policy explains how billing, cancellation and refunds work for services provided by Pingtail Partners. Where a signed order or agreement says something different, that document takes precedence.
1. Subscriptions
Subscription plans are billed in advance for the period you select. Access continues for the whole of a paid period, including after you cancel. Unless your agreement says otherwise, subscriptions renew automatically at the end of each period.
2. Cancelling a subscription
You can cancel at any time by writing to dipa@pingtail.com from the email address registered to the account, or from within the product where that option is available.
Cancellation stops the next renewal. It does not shorten the period you have already paid for, and it does not by itself trigger a refund of that period.
3. Refunds
We refund in the following circumstances:
- Billing error. If you were charged the wrong amount, charged twice, or charged after a valid cancellation, we refund the incorrect amount in full.
- Service failure. If a fault on our side made the service materially unusable for a sustained period and we could not resolve it, we refund the affected portion of the fee.
- Cancelled before use. If you cancel a new subscription within 7 days of the first payment and have not made substantive use of the service, we refund that payment.
We do not generally refund:
- Periods that have already been used.
- Third-party charges passed through at cost, including messaging fees levied by platform providers, once those charges have been incurred.
- Custom development or professional services work that has been delivered or is in progress, except as set out in the applicable order.
- Accounts suspended for breaching our Acceptable Use Policy.
4. Custom development work
Engineering and marketing engagements are governed by the order or proposal you signed. Those documents set out the milestones, payment schedule and what happens if either side ends the engagement early. Deposits secure delivery capacity and are generally non-refundable once work has been scheduled.
5. How to request a refund
Write to dipa@pingtail.com with the account email, the payment reference and what went wrong. We acknowledge within 2 working days and decide within 7 working days.
Approved refunds are returned to the original payment method. Your bank or card issuer usually takes a further 5 to 10 working days to post the credit — that part is outside our control.
6. Disputes
If you disagree with a refund decision, reply to the same thread and ask for it to be escalated. We would rather resolve it directly than have you raise a chargeback, which freezes the amount and slows everything down for both of us.