Refund Policy

This policy explains when and how refunds are available for PivotHero Pro. We aim to be fair and straightforward: if something isn't right, tell us and we'll work with you to fix it.

14-day money-back guarantee

If you're not satisfied with PivotHero Pro, you can request a full refund within 14 days of your original purchase date, no detailed justification required. This applies to your first purchase of a subscription term. To qualify, your account should not show extensive use of Pro-only features (bulk downloads across many reports, for example) — light use while you evaluate the product is expected and fine.

Annual renewals

PivotHero Pro runs for 12 months and does not auto-renew — you choose when to renew, and each renewal is a separate purchase. If you renew and then decide you no longer need Pro access, the same 14-day window applies from the renewal date: contact us within 14 days of the renewal charge and we'll refund it, provided the renewed term hasn't seen extensive use.

What isn't covered

Refunds outside the 14-day window are considered on a case-by-case basis rather than guaranteed. We may decline a refund where an account shows a pattern of purchasing, making heavy use of downloads, and requesting a refund repeatedly, or where the request relates to a violation of our Acceptable Use Policy or Terms & Conditions. This policy covers PivotHero Pro subscription charges; it does not cover issues with your card issuer, bank fees, or currency conversion charges applied outside PivotHero.

How to request a refund

Email support@getpivothero.com from the address on your account with your invoice number (found in Dashboard → Payment History) or the approximate purchase date, and a short note on what happened. We aim to respond within 2 business days and to resolve most requests within 5.

How refunds are processed

Approved refunds are issued to your original payment method through Stripe, our payment processor. Stripe typically completes the transfer within 5–10 business days, though your bank or card issuer may take longer to reflect it on your statement. We're unable to refund to a different card, account, or payment method than the one originally charged.

Cancelling vs. refunding

Because Pro access is a single annual purchase rather than a recurring subscription you need to cancel, there's no separate "cancel" step to stop future charges — if you simply do nothing, your plan expires at the end of its 12-month term and is not billed again. A refund, by contrast, reverses a specific payment and ends your Pro access immediately rather than at term end.

Before you contact your bank

If a charge looks unfamiliar or something seems wrong, please reach out to support@getpivothero.com first — most issues are resolved faster this way than through a card chargeback, and a direct refund doesn't carry the processing fees or account restrictions that a chargeback can trigger on both sides.

Changes to this policy

We may update this policy from time to time to reflect changes to PivotHero or applicable law. The version in effect at the time of your purchase is the one that applies to that purchase.