Billing, credits & refunds

This page summarizes how billing works for Pinnora. The Terms of Service control if there is any conflict. Fees and plan details are shown at checkout via our billing providers, and charges are collected by or on behalf of Pinnacle MAV Media LLC. For refund eligibility, billing-error correction, discretionary service credits, chargebacks, EU/UK cooling-off, U.S. ROSCA / state click-to-cancel rights, and currency mechanics, see our Refund & payment remedy policy.

0. Payment processors & currency

Card and bank-rail payments are processed by PCI DSS Level 1 payment processors we retain for redundancy and global coverage; the current list is in our Subprocessors page. We do not receive or store full payment-card numbers; the processor returns a token and basic metadata (last-four digits, brand, expiry). Charges are made in U.S. dollars unless otherwise stated at checkout. Your card issuer or bank may apply its own currency-conversion rate; FX-rate movements between charge and refund are not reimbursable. The merchant descriptor on your statement may reference our product or our payment processor.

0a. Taxes

Subscription fees are stated exclusive of taxes (sales tax, value-added tax (VAT), goods-and-services tax (GST), and similar transaction taxes) unless otherwise indicated. Where we are legally required to collect such taxes (for example, U.S. state sales tax based on your billing state, VAT on EU-resident consumer sales, UK VAT, or Canadian GST/HST), the tax will be added to the invoice and shown separately. EU/UK business customers may be eligible for the reverse-charge mechanism upon providing a valid VAT number at checkout. Withholding taxes that you may be required to apply under local law are your responsibility, and the gross amount of the invoice remains payable to us; we do not gross-up for withheld amounts unless required by law.

1. Plans & subscriptions

Paid plans renew per the interval you select (e.g., monthly or annual) until canceled. Upgrades may take effect immediately; downgrades may take effect at the next renewal depending on product behavior. Taxes may be added based on your billing address and applicable law.

2. Trials & promotional pricing

If we offer a free trial, promotional rate, or time-limited entitlement, the specific terms (duration, eligibility, and whether a payment method is required) are presented at signup or in a written order. Unless stated otherwise, converting to a paid subscription or allowing a trial to roll into a paid plan authorizes charges per the then-current price. Cancellation instructions appear in-product and in the customer billing portal where enabled.

3. Price changes

We may change subscription fees or introduce new fees for new features. Where required by law or contract, we will provide advance notice (for example by email or in-product notice) before changes apply to your next renewal. Continued use after the effective date may constitute acceptance; if you do not agree, cancel before the change takes effect per the cancellation section below.

4. Credits

Some features consume credits associated with your organization. In-product documentation and the pricing page describe how credits accrue, the conversion rules for usage debits, and any expiration or reset behavior applicable to your plan. Credits are not legal tender, have no cash value, and are non-transferable except as we enable in the product. Unused credits may not roll over unless explicitly stated for your plan.

5. Payment failures & dunning

If a payment fails, we (or our payment processor) will retry the charge per our standard retry policy and email the billing contact on file before the workspace is downgraded. If the payment method has not been corrected by the end of the retry window, paid features may be suspended; full account closure may follow after an additional grace period. You remain responsible for amounts incurred before cancellation, including fees for the current billing period, unless otherwise required by law. Auto-renewals and the simple cancellation mechanism in the customer portal comply with the U.S. Restore Online Shoppers' Confidence Act (ROSCA) and state click-to-cancel statutes (see Refund Policy §5).

5a. Usage caps & overages

Where a plan includes a finite credit allowance and you have enabled overage billing, usage exceeding the allowance is metered at the rate published on the pricing page and invoiced according to the cadence shown at checkout. Where overage is not enabled, the workspace will be hard-capped: the affected feature will return a quota error until you top up credits or upgrade. We send notification emails as your usage approaches the allowance.

6. Chargebacks & payment disputes

If you initiate a chargeback or payment dispute, we may suspend or terminate access pending resolution and may provide evidence of delivery to your payment provider. Fraudulent or abusive disputes may result in account closure. Please contact billing@thepinnacle.media before disputing a charge so we can investigate billing errors.

7. Cancellation

Organization owners or billing admins may cancel through the billing portal or by contacting support. Cancellation stops future renewals; access may continue until the end of the paid period unless otherwise stated. You are responsible for exporting Customer Content before termination if the product allows export.

8. Refunds (summary)

Our full Refund & payment remedy policy describes default non-refundability, billing-error investigations, discretionary service credits for material outages, chargeback consequences, and regional consumer rights. Briefly: unless law or a stated promotion applies, subscription fees and consumed credits are generally non-refundable; contact billing@thepinnacle.media with your organization identifier and invoice details for billing disputes.

9. Invoices & records

Billing providers supply receipts and invoice history for card payments. Retain copies for your finance team. The merchant descriptor on your statement may reference our product or payment processor branding.

10. Billing entity

Pinnacle MAV Media LLC — Pinnora