pingplex

Refund & Cancellation Policy

Last updated: May 11, 2026 · Effective immediately

This Refund & Cancellation Policy ("Policy") supplements our Terms of Service and explains the conditions under which refunds may be issued for payments made on the pingplex platform.

1. Subscription Cancellation

You may cancel a paid subscription at any time through your Account Settings → Billingor by contacting support at support@pingplex.io.

  • Cancellation takes effect at the end of the current paid billing period.
  • Your account remains on the paid tier until the period expires; credits and features remain accessible.
  • After expiry, the account reverts to the Free tier. Credits granted under the subscription expire and are not carried over.
  • We do not issue prorated refunds for the unused portion of a billing period.

2. Eligibility for Refund

Refunds may be considered in the following circumstances:

2.1 Technical Failure

If a technical error on our part caused a charge to be applied without the corresponding credits being granted, and you notify us within 14 days of the charge, we will either restore the credits or issue a full refund at our discretion.

2.2 Duplicate Charge

If you were charged more than once for the same subscription period due to a processing error, we will refund the duplicate charge upon verification.

2.3 Statutory Rights (EU / Russia)

If you are a consumer resident in the European Union, you may have a statutory right of withdrawal within 14 calendar days of your first subscription purchase, provided you have not yet consumed any credits during that period. Consumption of any credit (i.e., performing any paid generation) constitutes an express request to begin performance and waives the withdrawal right with respect to consumed value.

Consumers in the Russian Federation have rights under Federal Law No. 2300-1 "On Consumer Protection". Where a service was not rendered due to our fault, you are entitled to a full refund. Please contact us with your payment receipt to initiate a claim.

2.4 Unauthorized Transaction

If you believe a charge was made fraudulently or without your authorization, contact us immediately and also notify your payment provider or bank. We will cooperate fully with any investigation.

3. Non-Refundable Items

The following are not eligible for refunds:

  • Credits already consumed by generation requests;
  • Subscription fees for periods where the Service was used;
  • Charges resulting from a violation of our Terms of Service;
  • Free credits (they carry no monetary value);
  • Dissatisfaction with AI-generated outputs — due to the generative nature of AI, specific output quality cannot be guaranteed.

4. How to Request a Refund

  1. Email support@pingplex.io with subject line: "Refund Request — [your account email]".
  2. Include your account email, the date and amount of the charge, your payment method, and a brief description of the issue.
  3. Attach your payment receipt or transaction ID where available.
  4. We will acknowledge your request within 3 business days and aim to resolve it within 10 business days.

Approved refunds are returned via the original payment method. Processing time depends on your bank or payment provider (typically 5–10 business days after approval).

5. Chargebacks

If you initiate a chargeback with your bank without first contacting us, we reserve the right to suspend your account pending investigation. We encourage resolving disputes directly with us first, as chargebacks may incur fees that we are required to pass on.

6. Changes to This Policy

We may update this Policy at any time. Material changes will be communicated at least 14 days in advance via email or an in-app notice.

7. Contact

Billing and refund enquiries: support@pingplex.io · Individual Entrepreneur Roman Blokhin, Georgia, Batumi city, Giorgi Leonidze street, N 4e.