Refund Policy

Pinkk offers two types of paid products:

• Subscriptions — recurring monthly or annual plans that include a credit allocation each billing period. Subscriptions are billed in advance at the start of each period.
• Credit packs — one-time purchases of additional analysis credits, available on paid plans.

Payments are processed by Polar (Polar Software, Inc.), who acts as the Merchant of Record and legal seller of Pinkk subscriptions and credit packs. By subscribing or purchasing a credit pack, you authorise Polar to charge your payment method. We do not store or handle payment card numbers directly. In addition to this policy, Polar's Buyer Terms and Conditions also apply to your transaction, and Polar's refund terms govern at the payment processor level.

Credit pack purchases are non-refundable once the credits have been added to your account, regardless of whether they have been used.

If a credit pack purchase completes but no credits appear in your account within a reasonable time, contact us and we will investigate. This is typically caused by a processing delay and does not require a refund — we will correct your balance directly.

If a credit pack was purchased in error immediately before any credits were consumed, contact us within 24 hours. We will review the request and may, at our discretion, issue a refund if no credits from that pack have been used.

If you believe you were charged an incorrect amount, charged after cancelling, or charged for a plan you did not select, contact us within 30 days of the charge. Include:

• The date and amount of the charge.
• A description of what you believe went wrong.
• Any reference numbers from your payment confirmation email, if available.

We will investigate and, where the error is confirmed to be on our side, refund or correct the charge promptly.

Note: Some billing disputes are handled at the processor level (Polar). If you have raised a dispute with your bank or card issuer, we may not be able to process a manual refund in parallel.

All refund requests must be submitted via our contact form. Please do not raise a card dispute before contacting us — we are generally able to resolve billing issues faster through direct contact, and chargebacks can complicate or delay resolution.

When submitting a request, include:

• The email address associated with your Pinkk account.
• The date and amount of the charge you are disputing.
• A brief explanation of the reason for your request.

We will acknowledge your request within 2 business days and aim to resolve it within 5 business days. Complex cases may take longer — we will keep you informed.

When a refund is approved, it is processed through Polar back to your original payment method. Refunds typically appear within 5–10 business days, depending on your card issuer or bank. We have no control over how quickly your bank applies the credit once Polar has processed the refund.

Refunds for credit pack purchases may involve a clawback of unused credits from your account balance. We will inform you of any credit adjustment at the time we approve the refund.

All refunds are processed in USD. If your bank account is denominated in another currency, exchange rate fluctuations between the date of purchase and the date of refund may mean you receive a slightly different amount in your local currency. We are not responsible for exchange rate differences.

Nothing in this Refund Policy affects any statutory rights you may have under applicable consumer protection law. In particular:

• South Africa. If you are a consumer under the Consumer Protection Act 68 of 2008 (CPA), you may have rights regarding defective or non-conforming services that override the general non-refund position above. Contact us if you believe this applies to your situation.
• EEA and UK. If you are a consumer in the European Economic Area or United Kingdom, you may have a right to cancel a digital service contract within 14 days of purchase (the "cooling-off period") under the Consumer Rights Directive / Consumer Rights Act 2015. This right may be waived if you explicitly consent to the service beginning immediately and acknowledge that the right lapses. By starting a paid subscription or activating credits, you acknowledge that the service begins immediately.

We will always honour your mandatory legal rights, even where they go beyond what this policy provides. If you believe you have a statutory right to a refund that we have not addressed, contact us with details.

We may update this Refund Policy from time to time. When we make material changes, we will update the "Last updated" date at the top of this page. For purchases made before a policy change, the version in effect at the time of purchase applies.