Refund and cancellation policy

How to stop paying us, and when we give money back. This sits alongside the user agreement.

Cancelling

Go to your account page and open the billing portal. Cancel there and the subscription stops renewing right away. You keep access until the end of the period you have already paid for, and nothing further is charged.

Cancelling is self-service, it takes about as long as subscribing did, and you do not have to email anyone or explain yourself.

Subscriptions

If you are unhappy with a subscription charge, tell us within 14 days of that charge and we will refund it in full. You do not need a reason. Access ends when the refund is issued.

After 14 days, a period that has already started is not refundable. Cancel instead and you will not be charged again.

If you were charged after cancelling, charged twice, or charged an amount that does not match the plan you chose, that is our mistake and we refund it whenever you notice it.

Annual plans

An annual plan is billed as one payment for twelve months, and the pricing page shows both the monthly equivalent and the full amount charged before you subscribe. The same 14-day window applies from the date of that charge. We do not refund an annual plan pro rata partway through a term.

Courses bought outright

A single course bought outright is access to that course for as long as we offer it, so the usual reason for a refund window does not apply in the same way. We still honour 14 days from purchase. Once you have worked substantially through a course, we treat it as delivered.

“For as long as we offer it” is honest rather than unlimited: a course can reach the end of its useful life and be retired. If we retire a course you bought, we give reasonable notice first, and if we retire it within 12 months of your purchase, write to us for a refund or a credit toward another course.

Credits

Some labs carry a credit allowance that caps what that lab may spend on compute and model usage. Credits are a spending limit rather than something you buy. They have no cash value, they are not refundable, and running out of them is not a fault in the service. If a lab runs out and you need more, write to us and ask.

When we cannot refund

• An account closed by us for breaking the acceptable use policy.
• Time a lab was unavailable because you had suspended it or let it idle out.
• Work lost when a lab was torn down. Labs are temporary and the user agreement says so.

How to ask

Email pebblepwns@gmail.com from the address on your account and say which charge you mean. We answer within a few working days. Refunds go back to the card that paid, and Stripe usually takes five to ten days to settle.

If something has gone wrong, tell us before you raise a chargeback with your bank. A chargeback takes weeks to work through, and we may suspend access while your bank holds the payment. An email is faster for both of us.