Refund Policy

1. The rule

Within 14 days of a purchase you can ask for a refund of the credits from that purchase that have not been used. We refund the unused part at the price per credit you paid for that pack, to the payment method you used. We start the refund through Stripe; Link, the seller of record, sends you the refund confirmation and, where one is needed, a credit note against the original invoice. The refund usually appears on your statement within 5 to 10 working days, depending on your bank.

Example: you bought 1,000,000 credits for €15 and used 200,000 of them in the first week. You ask for a refund on day 10. We refund €12 (800,000 unused credits × €0.000015) plus the tax charged on that amount, and remove the 800,000 credits from your balance.

2. What is not refunded

• Credits that have been used.
• The free 650,000 credits every account receives each month. They were never paid for.
• Credits that have expired (bought credits are valid for 24 months).
• Purchases older than 14 days, except as described in section 4.
• Purchases made through a reseller. Ask the reseller; their terms apply.

3. If you are a consumer

If you buy as a consumer in the EU, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason (Greek law 2251/1994, article 3e, implementing Directive 2011/83/EU). Credits are a digital service that begins immediately after purchase; by completing the purchase you ask us to start supplying the service during the withdrawal period and acknowledge that, if you withdraw, you pay for the part already used, in proportion to the price. This policy gives you at least that: the unused part is refunded in full.

To withdraw you can use the model form below, or simply email us. It is enough that your message is sent before the 14 days end. Because Link is the seller of record, you can also address your withdrawal to Link support at support.link.com; either way the refund is paid through Link and we remove the credits.

Model withdrawal form: “To Netlayer, Eleftheriou Venizelou 31, 16675 Glyfada, Greece, [email protected]. I hereby give notice that I withdraw from my contract for the purchase of credits ordered on [date], purchase reference [reference]. Name, address, date, signature (only if on paper).”

4. When we refund outside the 14 days

We refund the unused bought credits in your balance, at the price you paid for them, if we close your account for a reason other than your breach of the Terms, if we discontinue the Service, or if we materially reduce what a credit buys without notice. Where the law requires a refund in other cases, we follow the law.

5. How to ask

Email hello@pingwise.com from your account address with the purchase reference (it is on the confirmation email and in the Credits page of the application). We confirm within two working days and start the refund within 14 days of your request, as the law requires. Questions about the charge itself, your receipt or invoice can also go to Link support.

6. Chargebacks and disputes

Please ask us or Link support before asking your bank. Disputes are handled by Stripe on behalf of Link, and a chargeback costs a fee whether or not it is justified. While a dispute is open we pause purchases on the account and may pause monitoring. If the dispute goes against the payment, we remove the credits that payment bought, which may take the balance negative. If you think a charge is wrong, we would rather hear from you first and fix it.

7. Currency and tax

Refunds are made in the currency you paid in. If Link showed you the price in your local currency, the refund follows what you paid in that currency. Tax is refunded together with the net amount where it was charged. We cannot refund differences caused by exchange rates or by fees that your bank or card issuer applied.