Refunds & Support
Effective October 1, 2026. This policy applies to ProformaPilot LLC subscriptions and supplements our Terms Of Use.
Your First Paid Subscription
A free trial is not a payment. The refund window starts with the first actual subscription charge after a trial, not when the trial starts. Request a full refund of your first paid subscription charge within seven calendar days of that charge. Email Support@proformapilot.com from your account email. This offer applies once per customer, including customers with multiple workspaces. The seven-day window does not restart after an upgrade, renewal, or new account.
Renewals And Plan Changes
Renewal charges, upgrade charges, and unused portions of a billing period are normally nonrefundable. Contact us about duplicate or incorrect charges, or a service failure that prevented you from using your paid subscription; we review those requests individually. This policy does not limit refund rights required by law.
How To Request A Refund
Include your account email, invoice number if available, and a brief explanation. Do not send passwords or payment-card details. Workspace owners can open Settings → Billing to check eligibility, review the amount, and confirm immediate cancellation and a refund. Eligible first-subscription card payments are processed automatically; renewals, upgrades, disputed payments, non-card payments, and requests involving a previously used payment method need support review. Contact support if the online flow is unavailable or does not recognize your eligibility. Your email request preserves its received date for review. Approved refunds are returned to the original payment method. Your bank determines when the refund appears.
Cancellation And Paid Access
To stop the next renewal, open Settings → Manage Billing and cancel before your next billing date. Period-end cancellation preserves access through the paid period and does not itself refund a charge. Confirming the online first-subscription refund cancels the subscription immediately and ends paid access. A request sent by email does not itself cancel your subscription; tell support if you also need help canceling.
For an approved first-subscription refund, support will confirm when paid access ends and that future renewal is canceled. Saved work remains subject to our account and retention policies.
Our Support-Response Commitment
We provide an initial human response within three business days of receiving your message at Support@proformapilot.com. Business days are Monday–Friday, excluding US federal holidays, using Pacific Time. Messages received on weekends or holidays enter the next business day’s queue.
This is an initial response commitment, not a resolution deadline. Resolution may require additional information or help from a service provider. Support is not staffed around the clock.
Help Us Help You
Include the page, what you expected, and what happened. For account or billing help, include your account email. Never send a password, API key, payment-card number, or password-reset link.