Last updated: July 28, 2026

This Refund Policy explains how billing, cancellations, and refunds work for Pentone subscriptions and one-time purchases processed through Stripe. It applies to self-serve plans described on our Pricing page. Enterprise agreements may include different terms in a signed contract.

1. Plans & charges covered

Pentone bills the following through Stripe:

Free — $0 forever. No payment method required; no refunds apply.
Pro — $99/month pack (5 seats included) or $1,069.20/year billed annually (~$89.10/mo equivalent, 10% off). Extra seats $29/mo ($313.20/year).
Team+ — $199/month pack (10 seats included) or $2,149.20/year billed annually (~$179.10/mo equivalent, 10% off). Extra seats $35/mo ($378.00/year).
Credit top-ups — one-time purchases of AI or report credits (non-expiring top-up bucket), charged separately from the subscription.
Enterprise — custom annual contracts via sales. Refunds follow the signed agreement, not this page, unless the contract says otherwise.

Pack subscriptions renew automatically each billing period until canceled. Seat overages may be prorated when seats are added or removed mid-cycle.

2. Cancellation (subscriptions)

You can cancel a paid Pro or Team+ subscription from billing settings in the app (or via the Stripe Customer Portal). By default, cancellation is at the end of the current billing period:

You keep paid plan access and included monthly credits until the period ends.
You will not be charged for the next period after a successful cancel-at-period-end.
After the period ends, the account returns to the Free plan limits.
You may reverse a pending cancel (resume) before the period ends if renewal should continue.

Cancelling does not automatically issue a cash refund for unused time on the current monthly or yearly period.

3. Subscription refunds

Self-serve subscriptions are generally non-refundable once a billing period has started, including yearly prepaid terms. This includes unused report or AI credits that reset on the next invoice period.

We may issue a full or partial refund when:

You were charged in error (duplicate charge, wrong plan, or billing system fault).
You request a refund within 14 days of the first paid charge on a new Pro or Team+ subscription and have not materially used paid features (for example, substantial credit consumption, seat overages, or production report exports beyond a reasonable evaluation).
Applicable consumer law in your jurisdiction requires a refund (we will honor mandatory rights).

Refund requests are reviewed case by case. Approved refunds are returned to the original payment method via Stripe, typically within 5–10 business days depending on your bank or card issuer.

4. Yearly billing

Yearly Pro and Team+ packs are prepaid for twelve months at a 10% discount versus monthly. If you cancel mid-year, access continues until the prepaid term ends. We do not automatically prorate unused months as a cash refund. Discretionary goodwill refunds may be offered in exceptional cases at Pentone's sole discretion.

5. Seat overages & prorations

Extra seats beyond the pack allowance are billed through Stripe and may create prorations when seats change mid-cycle. Removing seats reduces future charges; it does not guarantee an immediate cash refund of prorated amounts already invoiced. Invoice credits, if any, are applied according to Stripe's proration behavior on your subscription.

6. Credit top-ups

One-time AI and report credit top-ups are generally non-refundable after credits are granted to your account, especially once any portion has been consumed. If a Stripe charge for a top-up is refunded (billing error or approved request), we reverse the corresponding unused top-up credits from your balance.

Monthly plan credits that refill on each paid invoice period are not cash-equivalent and are not refundable as money when unused.

7. Free plan & trials

The Free plan does not involve payment. If you evaluate Pentone on Free before upgrading, no refund is needed for that period. Any promotional trial on a paid plan ends when the trial converts to a paid period; after conversion, Sections 2–4 apply.

8. Chargebacks & disputes

Please contact us before filing a card chargeback. Unwarranted chargebacks may result in suspension of the account while we investigate. We will work with Stripe to provide evidence of legitimate charges and service delivery.

9. How to request a refund

Email [email protected] from the account owner address and include:

Workspace / tenant name and account email
Stripe receipt, invoice ID, or approximate charge date
Plan (Pro / Team+) or credit top-up details
Reason for the request

We typically respond within 2 business days. For Enterprise, contact [email protected] or your account manager.

10. Changes

We may update this policy from time to time. The "Last updated" date at the top reflects the latest revision. Material changes will be posted on this page. Continued use of paid features after changes take effect constitutes acceptance of the updated policy, except where mandatory law provides otherwise.

11. Related terms

This policy is part of your agreement with Pentone together with our Terms of Service and Privacy Policy. Payment processing is handled by Stripe; card data is not stored on Pentone servers. Governing law follows the Terms of Service (United Arab Emirates / Abu Dhabi courts), except where mandatory consumer protections apply.

12. Contact

Billing & refunds: [email protected]
Legal: [email protected]
Pentone Systems Inc.