Refund Policy

7-day money-back guarantee

If you are a new subscriber, you can request a full refund of your first payment for a paid plan within 7 days of that payment. This applies whether you chose monthly or yearly billing. You do not need to give a reason, although we are always grateful to hear what did not work for you.

The guarantee covers the first payment for a paid PilotLedger subscription on your organization. It does not cover later renewals, or a later upgrade on an account that has already had a paid plan. Current plans and prices are shown on our pricing page. The Free plan needs no payment, so there is nothing to refund.

How to request a refund

Email support@pilotledger.net from the email address on your PilotLedger account and include:

• your company or organization name as it appears in PilotLedger; and
• the date of the payment you want refunded.

We will confirm your request by email. When we refund a payment under the guarantee, we will also cancel the paid subscription so you are not charged again. Your records are not deleted by a refund, and you can export them from your account.

When you will receive your refund

Refunds are made to the original payment method through Stripe, our payment processor. Once a refund is approved, it typically appears on your statement within 5 to 10 business days, although timing depends on your bank or card issuer. We cannot refund to a different card or account.

After the 7-day window

Outside the money-back guarantee, payments are non-refundable. We do not provide refunds or credits for:

• partial billing periods, including the unused part of a month or year after you cancel or downgrade;
• renewals you forgot to cancel; or
• periods in which you did not use the Service.

Cancelling. You can cancel your subscription at any time from Settings → Billing. Cancellation stops future charges. If you are unsure how cancelling will affect access to your account, email support@pilotledger.net before you cancel and we will explain.

Downgrading. You can move to a lower plan from Settings → Billing. The change takes effect as shown there when you confirm it. Downgrading does not result in a refund of amounts already paid.

These rules do not limit any rights you have under laws that cannot be excluded by contract, or the pro-rata refunds described in the Terms of Service where we end a paid subscription for our convenience or remove a material feature.

Billing errors and duplicate charges

If you were charged twice for the same period, charged after your cancellation took effect, or charged the wrong amount because of an error on our side, we will always refund the incorrect amount, whenever you tell us. Please contact us within 60 days of the charge so we can investigate quickly.

Chargebacks

If you think a charge is wrong, please contact us at support@pilotledger.net before disputing it with your bank. We can usually fix billing problems faster than a chargeback can. If a chargeback is opened, we may suspend paid features on the account while it is resolved.

Abuse of the guarantee

The money-back guarantee is for businesses trying PilotLedger for the first time. We may decline a refund request where we reasonably believe the guarantee is being abused, for example through repeated sign-ups, multiple organizations created to obtain repeated refunds, or use of the Service in breach of the Acceptable Use Policy.

Questions

For anything about billing or refunds, email support@pilotledger.net or call +1 888 370 6801.