Refund Policy

Note: Paid plans are not yet live on PilotPR. The terms below will apply once billing is enabled.

We want you to be confident in your subscription. This policy explains when and how refunds will be issued, alongside your non-excludable rights under the Australian Consumer Law (ACL).

1. Subscriptions are paid in advance

Monthly and yearly plans will be billed in advance. If you cancel mid-cycle, your access continues until the end of the paid period; we will not automatically refund unused portions of a billing period.

2. 14-day money-back guarantee

If you are not satisfied with your first paid subscription to PilotPR, contact us within 14 days of the initial charge and we will refund that payment in full. This applies to your first paid plan only.

3. Annual plans

If you cancel an annual plan within 30 days of purchase and have not substantially consumed your included quotas (such as pass issuance or API requests), we will issue a pro-rata refund for the unused portion at our discretion. After 30 days, annual plans are non-refundable but you keep access until the end of the term.

4. Add-ons and consumable packs

Add-on packs (for example, additional pass issuance or API request quota) are consumable. Once any units from a pack have been used, the pack is non-refundable. Unused, untouched packs purchased within the last 14 days may be refunded on request.

5. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a refund, replacement, or compensation for a major failure of the service, and to have problems with the service rectified if the failure does not amount to a major failure. Nothing in this policy limits those rights.

6. How to request a refund

• Email billing@pilotapp.io from the address registered to your workspace.
• Include your workspace name, the invoice number, and a brief reason for the request.
• Approved refunds are returned to the original payment method within 10 business days. Your bank may take additional time to post the credit.

7. Chargebacks

Please contact us before raising a chargeback. We can almost always resolve billing issues directly and faster. Chargebacks raised without first contacting us may result in account suspension until the dispute is resolved.

8. Contact

Billing and refunds: billing@pilotapp.io.