Refund & Cancellation Policy

This Refund & Cancellation Policy outlines the terms under which Pinbar AI processes refunds and handles cancellation requests. We strive to be fair and transparent in all billing matters.

By using Pinbar AI and making payments, you agree to this policy as part of our Terms of Service.

3.1 General Rule

Charges for completed trades on the Pay As You Trade plan are non-refundableonce processed, as the service (trade analysis, AI pattern detection, journaling) has been delivered.

3.2 Exceptions

• Duplicate Charges: If you are charged twice for the same trading day, the duplicate amount will be refunded within 7 business days
• System Errors: If our system incorrectly counts trades (e.g., counting pending orders as completed), the excess charge will be refunded
• Failed Sync: If trades were charged but data sync failed and no analysis was provided, a refund may be issued after investigation

3.3 Dispute Window

You must report billing discrepancies within 7 days of the transaction date. Disputes raised after this period may not be eligible for refund.

4.1 General Rule

Active Trader Pack purchases are non-refundable once purchased. This is a prepaid product with a fixed validity period (90 days).

4.2 Unused Credits

• Unused trade credits are not refundable
• Credits that expire after 90 days cannot be extended or refunded
• Credits cannot be transferred to another user

4.3 Exceptions

• Duplicate Purchase: If you accidentally purchase two packs, the duplicate will be refunded if no credits from it have been used
• Payment Error: If payment was processed but credits were not added due to a technical error, a full refund will be issued

5.1 General Rule

Pro Unlimited subscription fees are non-refundable for partial months. When you cancel, you retain access until the end of your current billing period.

5.2 Cancellation Process

• Cancel anytime from Settings → Billing → Cancel Subscription
• No cancellation fees or penalties
• Access continues until the billing period ends
• After cancellation, you revert to Pay As You Trade pricing

5.3 Exceptions

• First-Time Subscriber: If you cancel within 48 hours of your first subscription AND have used fewer than 10 trades, you may request a full refund
• Service Outage: If the Platform is unavailable for more than 72 consecutive hours due to our fault, you may request a pro-rated refund for the affected period
• Unauthorized Renewal: If your subscription renewed after you cancelled (due to a system error), the renewal charge will be fully refunded

Referral credits earned through our referral program are:

• Non-refundable: Cannot be converted to cash
• Non-transferable: Cannot be transferred to another user
• No expiry: Referral credits do not expire

If a referred user requests a refund, any referral credits earned from that referral may be deducted from your account.

7.1 Steps to Request

1. Email info@pinbar.ai with subject line: "Refund Request - [Your Email]"
2. Include your registered email address
3. Provide the transaction ID or invoice number
4. Describe the reason for the refund request
5. Attach any supporting evidence (screenshots, error messages)

7.2 Response Timeline

• Acknowledgment: Within 24 business hours
• Investigation: 3-5 business days
• Decision: Communicated via email with reasoning
• Processing: Approved refunds processed within 7 business days

7.3 Refund Method

Refunds are processed to the original payment method used for the transaction:

• UPI: Refund to original UPI ID within 3-5 business days
• Cards: Refund to card account within 5-10 business days
• Net Banking: Refund to bank account within 5-7 business days

Note: Actual credit to your account depends on your bank/payment provider's processing time.

8.1 Cancelling Your Account

You may cancel your Pinbar AI account at any time from Settings → Account → Delete Account. Before cancellation:

• Any pending charges will be settled
• Active subscriptions will be cancelled
• Unused trade credits will be forfeited (non-refundable)
• You may export your data before deletion

8.2 Effect of Cancellation

• Immediate loss of access to dashboard and features
• Broker connections are disconnected
• Trade data is retained for 30 days (recovery period) then permanently deleted
• Billing records are retained for 7 years (tax compliance)

8.3 Reactivation

If you wish to reactivate your account within 30 days of cancellation, contact info@pinbar.ai. After 30 days, a new account must be created.

9.1 Chargeback Consequences

If you initiate a chargeback without first attempting to resolve the issue with us:

• Your account may be suspended pending investigation
• If the chargeback is found to be invalid, you may be responsible for chargeback fees
• Repeated invalid chargebacks may result in permanent account termination

• Email Support: info@pinbar.ai
• Response Time: Within 24 business hours

For faster resolution, always include your registered email, transaction ID, and a clear description of the issue.