Refund & Cancellation Policy
This page describes our refund and cancellation approach for seat licenses processed by Paddle (our Merchant of Record). Details at checkout control. Examples below are illustrative only.
First‑Purchase Guarantee.
If you’re not satisfied with your first seat license purchase and there has been no substantial use (e.g., invitations sent or results generated), you may be eligible for a refund within the applicable refund window shown at checkout. Examples and thresholds on this page are illustrative, non‑promissory.
Eligibility & Substantial Use
To keep refunds fair and predictable, we do not refund seat licenses that have been substantially used. Indicators of substantial use include, for example:
- Sending survey invitations or collecting responses for a campaign
- Generating PNPS results or exporting data
- Consuming seat capacity beyond a minimal test
Notes: concrete thresholds are illustrative only and may vary by plan; the policy shown at checkout applies.
Refund Matrix (Illustrative)
| Product | Window | Amount | Notes |
|---|---|---|---|
| First‑time Seat License | Shown at checkout | Up to 100% | No substantial use; examples above |
| Renewals / Additional Licenses | — | Not refundable | Cancel future purchases instead |
| Enterprise / Custom | Per contract | Per contract | MSA/SOW terms govern |
We do not provide prorated mid‑period refunds unless required by law.
Non‑Refundable
- Renewal charges after the initial license period
- Seat licenses with substantial use (e.g., invitations sent/results generated)
- Expired refund windows
How to Request a Refund
- Email support@pnps.ai from your account email
- Include your purchase date and Paddle transaction ID (from your receipt)
- Brief reason (helps us improve)
Payments are processed by Paddle.com (Merchant of Record). Refunds are issued to the original payment method via Paddle and follow their processing timelines.
Cancellations
You can avoid future charges by not purchasing additional seats. Enterprise terms follow your contract.
Last updated: 2025 • This page includes illustrative examples only; the terms shown during checkout govern.