1Who handles your payment
New purchases are sold through Link, LLC, a Stripe company, which acts as the merchant of record. Your receipt says "Sold through Link" and your card statement may show LINK.COM* PUGI INC. Subscriptions that started earlier through Polar stay with Polar, which is the merchant of record for them.
You ask Pugi for a refund in every case. We decide it under this policy and the merchant of record sends the money back to your original payment method. The merchant of record may also give refunds on its own under its own terms or under consumer law; when it does, we treat the payment as refunded.
2Cancelling a plan
You can cancel a paid plan at any time from the billing settings in your account. Cancelling stops the next renewal. Your plan stays active until the end of the billing period you already paid for, and then your account moves to the Free plan.
Your projects, code and brand files stay in your account after the move to Free. Some features, such as hosting a server app, need a paid plan; we tell you before anything stops and give you time to export or upgrade.
3Subscription payments
Plans are billed in advance for each billing period. We do not refund the unused part of a period when you cancel or move to a cheaper plan. A move to a cheaper plan takes effect at the next renewal.
When you upgrade, the new plan starts at once and you pay the difference for the rest of the current period.
4Credits
Credits are used up as Pugi works for you. We do not refund credits that you have used, including when a build or an AI answer did not turn out the way you wanted. If a run failed because of a fault on our side, tell us and we will restore the credits it used.
Credits you buy as a top-up do not expire while your account is open. Credit included with a plan carries over for one billing period and then expires. Credits have no cash value and cannot be transferred to another account.
If we refund a payment, we may remove the credits that payment added, to the extent they are still unused.
5One-time purchases
Some products are sold once rather than as a subscription, for example a Brand Kit for one brand. Because they are digital files that you can download at once, we do not refund them after you have downloaded the files, unless the files are faulty and we cannot fix them. If you have not downloaded anything yet, ask us and we will refund you.
A refund of a one-time purchase may remove access to what it unlocked.
6When we always refund
- Errors
- a duplicate charge, a charge for the wrong amount, or a renewal charged after you cancelled.
- Our failure
- if we cannot provide the service you paid for and cannot fix it within a reasonable time, we refund the part of the payment for the time you could not use it.
- Our changes
- if we end a paid service or close your account without a breach on your side, we refund the unused part of your prepaid plan and your unused top-up credits.
7Your rights under consumer law
If you are a consumer, the law where you live may give you extra rights, such as the 14-day right of withdrawal in the European Union and the United Kingdom. This policy does not reduce those rights. Where the law allows, that right ends once you start using a digital service or download digital content after agreeing to immediate access.
8When we do not refund
We do not refund payments for an account that we suspended or closed because it broke the Terms of Service or the Acceptable Use Policy, unless the law requires it.
If you open a chargeback with your bank instead of contacting us, we may pause the account while the dispute is open. Please write to us first; it is usually faster.
9How to ask for a refund
Write to [email protected] from the email address on your account. Tell us the date and amount of the payment and why you are asking. We reply within two business days. Approved refunds go back to the original payment method; your bank may take up to 10 business days to show them.