Refund Policy

1. Consumer Guarantees Under Australian Consumer Law

Under the Australian Consumer Law, our services come with automatic consumer guarantees that cannot be excluded. These guarantees ensure that:

• Services are provided with due care and skill
• Services are fit for the purpose we tell you they're for
• Services are delivered within a reasonable time
• Services match the description we provide

Important: These consumer guarantees apply regardless of any other terms in our service agreement and cannot be waived or excluded.

2. Major vs Minor Failures

2.1 Major Failures

A major failure occurs when:

• The service has a problem that would have stopped a reasonable customer from buying it if they had known about it
• The service is substantially unfit for its normal purpose and cannot be easily fixed within a reasonable time
• The service doesn't meet the specific purpose you asked for and cannot be easily fixed within a reasonable time
• The service creates an unsafe situation

For major failures, you can choose to:

• Cancel your service and get a refund
• Keep the service and ask us to compensate you for the reduced value

2.2 Minor Failures

For minor failures, we will:

• Fix the problem within a reasonable time at no cost to you
• If we cannot fix it within a reasonable time, you can cancel the service and get a refund, or keep the service and ask for compensation for the reduced value

3. Service-Specific Refund Conditions

3.1 Free Trial Period

• 21-day free trial with full access to all features
• No charges during the trial period
• You can cancel anytime during the trial without any charges
• If you don't cancel before the trial ends, you'll be automatically charged for your selected plan

3.2 Monthly Subscriptions

• Billing occurs monthly from your subscription start date
• You can cancel anytime through your account dashboard or by contacting support
• Cancellation takes effect at the end of your current billing period
• No partial refunds for unused portions of monthly subscriptions, except where required by ACL

3.3 Annual Subscriptions

• Paid annually in advance
• Pro-rated refunds available for unused months when cancelling
• Refunds calculated from the date of cancellation request
• Processing time: 5-10 business days to original payment method

4. Additional Refund Circumstances

4.1 Service Outages

We will provide refunds or service credits for:

• Service outages exceeding 24 continuous hours
• Significant feature failures that substantially impact service usability
• Data loss due to our technical failures (with proof of loss)

4.2 Billing Errors

• Duplicate charges will be refunded immediately
• Incorrect plan charges will be corrected and refunded if overpaid
• Unauthorized charges will be fully refunded and investigated

5. Refunds NOT Available

Refunds are not provided for:

• Change of mind after the free trial period
• Failure to use the service during your subscription period
• Dissatisfaction with features that were clearly described
• Technical issues on your end (internet connectivity, device compatibility)
• Violation of our Terms of Service resulting in account termination
• Service interruptions due to scheduled maintenance (with advance notice)

Note: These limitations do not apply where Australian Consumer Law guarantees have been breached.

6. How to Request a Refund

6.1 Contact Information

• Email: support@pintio.jp
• Subject Line: "Refund Request - [Your Account Email]"
• Include: Account details, reason for refund, and any supporting documentation

6.2 Processing Timeline

• Acknowledgment of refund request: Within 1 business day
• Refund decision: Within 5 business days
• Refund processing: 5-10 business days to original payment method
• Complex cases may require additional investigation time

7. Dispute Resolution

If you're not satisfied with our refund decision:

• Contact our support team to discuss your concerns
• Request escalation to our management team
• Visit our Dispute Resolution page for additional options
• Contact the Australian Competition and Consumer Commission (ACCC) if needed

8. Payment Method Considerations

• Refunds are processed to the original payment method used
• Credit card refunds may take 5-10 business days to appear
• Bank transfer refunds may require additional verification
• For expired or closed accounts, alternative arrangements will be made

9. Changes to This Policy

We may update this refund policy from time to time. Changes will be posted on our website with an updated "Last Updated" date. Material changes will be communicated via email to active subscribers.

10. Contact Information

For questions about this refund policy or to request a refund:

Email: support@pintio.jp
Business Hours: Weekdays 10:00-17:00 JST
Address: Fukushima-ku, Osaka-shi, Osaka Prefecture, Japan