Refund & Cancellation Policy

We would rather refund you than have you stuck with something that is not working. This page sets out exactly when that happens and how to ask.

Try it before you pay

Every account starts with 50 free prospects, no card required. That is there so you can judge prospect quality on your own niche before spending anything, and we would encourage you to use it first.

Who you are buying from

Purchases are handled by Paddle, our merchant of record and reseller. Paddle takes the payment, handles VAT and sales tax, and is what appears on your card statement. Refunds are issued by Paddle under this policy, so a refund returns to the original payment method.

Subscriptions

We offer a 14-day refund on your first payment for a plan. If PipelinePilot is not right for you, email us within 14 days of that charge and we will refund it in full. You do not need to justify the request.

Beyond that first payment:

• Cancel any time from Settings → Billing. Cancellation stops the next renewal and takes effect at the end of the period you have already paid for — you keep access until then.
• Renewal charges are generally not refundable once the new period has begun, because the prospect allowance becomes available immediately. If a renewal caught you by surprise, contact us within 7 days and we will look at it — see below.
• Partial periods are not pro-rated on cancellation.

Prospect credit packs

Credit packs are one-off purchases that do not expire. Because credits are spent the moment prospects are generated, refunds depend on whether they have been used:

• Unused credits: fully refundable within 14 days of purchase.
• Partly used: we refund the unused portion within 14 days of purchase.
• Fully used: not refundable, since the prospects have been delivered.

When we will refund you regardless of the window

These are on us, and the time limits above do not apply:

• You were charged twice for the same thing, or charged after cancelling.
• A fault on our side stopped you using the Service for a meaningful part of your billing period.
• Prospects were deducted from your balance for results a fault on our side made unusable. We will restore the credits, or refund them if you prefer.
• The charge was not authorised by you.

What is not refundable

• Prospects that were delivered as described but that you did not find commercially useful. Prospect scores are estimates and outreach results depend on your offer and your messaging — the free tier exists so you can assess this first.
• Accounts terminated for a material breach of the Terms of Service, such as using the Service to send unlawful bulk messaging.
• Charges older than 60 days, except where the law requires otherwise.

How to request a refund

Email support@pipelinepilot.app from the address on your account with the date and amount of the charge, and a line on what went wrong. You can also request it directly through the Paddle receipt you were emailed.

We aim to reply within 2 business days. Approved refunds are issued by Paddle and typically reach your account within 5–10 business days, depending on your bank.

Statutory rights

This policy sits alongside your legal rights and does not replace them. Consumers in the UK, EU and other jurisdictions may have additional cancellation or withdrawal rights, and nothing here limits those.

Contact

Scale Up Digital.
support@pipelinepilot.app