Refund & payment remedy policy

This Refund & Payment Remedy Policy ("Refund Policy") governs how Pinnacle MAV Media LLC("we," "us") addresses requests for refunds, credits, and billing adjustments for Pinnora. It is incorporated into and should be read together with our Terms of Service and Billing, credits & refunds summary. If a separately executed enterprise order form or master services agreement ("MSA") expressly addresses refunds or service credits, that signed document controls for the scope it covers.

1. General principles

Subscription fees compensate us for making the Service available during the applicable billing period. Metered amounts, usage-based charges, and organization credits consumed in connection with module execution or other billable operations are generally deemed earned when the underlying operation completes successfully or the Service resources have been allocated, except where a billing error is demonstrable or a statutory right applies. Fees are not insurance against campaign performance, model output quality, or regulatory outcomes.

2. Non-refundable amounts (default)

Unless Section 3, 4, or 5 applies or law requires otherwise:

• Subscription fees for the current billing period are non-refundable, including upon mid-cycle cancellation, downgrade, or reduction in seats or usage entitlements.
• Prepaid annual subscriptions are non-refundable for partial months or unused time, except as stated in Section 5 for qualifying consumers or Section 3 for verified billing errors.
• Credits (including prepaid or plan-included credits) have no cash value, are not redeemable for money, and are not refundable once issued except where we expressly state otherwise in-product or in a signed agreement.
• Taxes, currency conversion, and payment processor fees charged by third parties are not refundable by us except to the extent we successfully recover amounts from the processor.

3. Billing errors & duplicate charges

If you believe you were charged in error (for example duplicate charge for the same invoice, incorrect quantity, or a charge after documented cancellation that was effective before the billing date), contact billing@thepinnacle.media within sixty (60) days of the charge with: (i) organization identifier; (ii) invoice or charge ID; (iii) date and amount; and (iv) a concise description of the error. We will investigate in good faith. If we confirm a billing error attributable to us or our processor configuration, we will correct the charge by refund or credit to the original payment method where practicable, or by alternative reasonable means.

4. Service unavailability & discretionary credits

We do not guarantee uninterrupted operation. "Service unavailability" means a sustained inability of an end user with valid credentials and adequate connectivity to access the application UI or to invoke a documented API endpoint, attributable to our infrastructure (excluding: third-party networks; your connectivity, browser, or device; scheduled maintenance announced at least twenty-four (24) hours in advance; failures of third-party AI providers or ad platforms; Customer misconfiguration; abuse-throttling; or force majeure). Where you experience Service unavailability lasting more than four (4) consecutive hours in a single calendar day or more than eight (8) hours cumulative within a calendar month, you may request a service credit (not cash) toward a future invoice equal to 5% of the monthly subscription fees for the affected workspace per affected day, capped at thirty percent (30%) of the monthly fee. Service credits are the exclusive remedy for unavailability and require reasonable documentation (timestamps, screenshots, support ticket references) submitted within thirty (30) days of the event. Grant remains discretionary and is not an admission of liability; nothing in this Section waives limitations of liability in the Terms.

5. Statutory & promotional rights

If you qualify as a consumer under the laws of your jurisdiction, mandatory rights regarding withdrawal, cooling-off, or unfair terms may apply notwithstanding the default rules above. We will honor such rights where we are legally required to do so.

EU / UK consumer cooling-off (Consumer Rights Directive 2011/83/EU; UK Consumer Contracts Regulations 2013): consumers in the European Economic Area or United Kingdom generally have a fourteen (14) day right of withdrawal from distance contracts. Because Pinnora is digital content and online services supplied immediately upon subscription, by beginning to use the Service before the fourteen-day period expires you expressly request commencement of performance and acknowledge that you lose your right of withdrawal for the portion already performed, consistent with Articles 16(a) and 16(m) of the EU Consumer Rights Directive (and the UK equivalent). Where you have not begun to use the Service, you may withdraw within fourteen (14) days by contacting billing@thepinnacle.media; we will refund prepaid fees for the unused term using the original payment method, less a deduction proportional to any service actually provided. The right of withdrawal does not apply to organizations or individuals contracting in a business capacity (B2B sales).

U.S. ROSCA (Restore Online Shoppers' Confidence Act, 15 U.S.C. § 8401 et seq.): for any subscription that auto-renews, we present clear and conspicuous material terms before charging, obtain your express informed consent to the auto-renewing charge, and provide a simple online cancellation mechanism in the billing portal that does not require calling, mailing, or scheduling a retention call. State-level "click-to-cancel" statutes (e.g., California Automatic Renewal Law, New York General Business Law § 527-a) are honored on the same terms.

Promotional guarantees (e.g., money-back trials, satisfaction guarantees) stated at checkout or in a signed proposal supersede conflicting language in this Policy for the scope of that promotion.

5a. Currency & processor mechanics

Charges are made in U.S. dollars unless otherwise stated. Approved refunds are returned in the original currency to the original payment method. Foreign-exchange rate movements between charge and refund are not reimbursable; your card issuer or bank may apply its own conversion rate. Payment-processor fees retained by our payment processor are returned to us only when the processor elects to refund them; we will refund any such fees we recover.

6. Chargebacks & payment disputes

Initiating a chargeback or payment network dispute without first contacting us may delay resolution and may result in suspension of access pending outcome. If a chargeback is determined in our favor, you remain liable for fees and any network penalties. Fraudulent disputes may result in termination for cause.

7. Request procedure & timing

Submit refund or credit requests only to billing@thepinnacle.media. We aim to acknowledge within five (5) business days and to complete a good-faith decision within approximately fifteen (15) business days, though complex payment-processor reconciliations may take longer. Approved refunds to cards typically post through your issuer's settlement cycle.

8. Changes

We may revise this Refund Policy by posting an updated version and updating the "Last updated" date. Material changes may require additional notice where required by law.

9. Contact & notices

Pinnacle MAV Media LLC — Pinnora