Refund & Cancellation Policy

Last updated: 12 September 2026

1. Free plan and trial

Every new account starts with a 14-day Premium trial, automatically, with no payment method required. When the trial ends, your account simply continues on the Free plan unless you choose to subscribe — you are never automatically charged at the end of a trial.

2. Paid plans

Plus and Premium are billed monthly, in advance, and renew automatically each month until cancelled. The current price for each plan is always shown on the Plans screen before you subscribe.

3. Cancelling your subscription

You can cancel at any time. Cancelling stops future renewals — you keep your paid plan's features until the end of the billing period you've already paid for, then your account moves to the Free plan. Cancelling does not retroactively refund the current billing period unless section 4 applies.

4. Refunds

• Accidental or duplicate charges — if you were charged in error (e.g. a duplicate payment, or a charge after you'd already cancelled), contact us and we'll refund it in full.
• Within 14 days of a first-time subscription — if you subscribe to a paid plan for the first time and change your mind, contact us within 14 days of that charge for a full refund, provided the plan's paid features haven't been substantially used (for example, extensively using a Premium-only feature that isn't available on Free). This mirrors the statutory withdrawal right many members are entitled to for digital services, applied consistently to everyone regardless of location.
• Later billing periods — once you're past your first 14 days on a paid plan, renewal charges are generally non-refundable, since you've had the plan's features available to you for that period. We still review requests case by case — if something on our end went wrong, tell us.
• Locked lists/albums deleted after a downgrade — content isn't deleted immediately when you downgrade or a subscription lapses; you get a 30-day window (with a warning before the deadline) to reactivate what you want to keep or upgrade again. This isn't refundable or reversible once that window has passed and deletion has actually happened.

5. How to request a cancellation or refund

Today, cancellations and refund requests are handled by our support team rather than a fully self-service billing portal — email billing@pineappl.app with your account email and, for a refund, the approximate date of the charge. We aim to respond within a few business days.

6. Chargebacks

If you believe you've been charged incorrectly, please contact us first — most issues can be resolved directly and faster than a card dispute. Filing a chargeback without contacting us first can result in your account being suspended while the dispute is investigated.

7. Changes to this policy

If we make material changes to this policy, we'll update the date at the top of this page and, where appropriate, notify you in the app.

8. Contact

Billing questions, cancellations, or refund requests: billing@pineappl.app.

← Back to Pineappl