Refund Policy
Plain-language summary (not a substitute for the full policy below). Every paid plan starts with a 7-day free trial — you get full access and are not charged until it ends. Because you can evaluate PineX completely before paying anything, all sales are final once billing begins. We make narrow exceptions for genuine billing errors and similar valid reasons, decided case by case at our discretion. You can cancel anytime before renewal from Manage subscription and keep access through the period you've already paid for.
1. All Sales Are Final
All charges for PineX subscriptions are final and non-refundable. This includes the current billing period and any unused portion of it. We do not provide full, partial, or prorated refunds for time you did not use, for changing your mind, for dissatisfaction with results, for trading outcomes, for technical issues on your own machine or with third-party services, or for failing to cancel before a renewal. The one exception is the statutory right of withdrawal for EU, EEA, and UK consumers described in Section 4a below.
2. Your 7-Day Free Trial
Every paid plan (Basic, Premium, Max) begins with a 7-day free trial. During the trial you have full access to that tier's features and you are not charged. The trial exists so you can decide, at no cost and with full functionality, whether PineX fits your workflow before any money changes hands.
If you cancel at any point during the trial, you are never charged. If you allow the trial to convert, we treat that as an informed decision made after a complete evaluation — and, consistent with Section 1, all charges from that point forward are final. The free trial is the reason this policy can be "all sales final": you are never asked to pay for something you have not already been able to use in full.
3. Auto-Renewal and Cancellation
Subscriptions renew automatically at the start of each billing period until you cancel. You can cancel at any time from Manage subscription in the app's Account tab, which opens the Stripe Customer Portal. Cancelling stops all future renewals.
When you cancel, you keep access through the end of the period you have already paid for; cancellation does not trigger a refund for the current period. Full billing and cancellation mechanics are described in Terms of Service §6 (Subscriptions, Billing, Cancellation, and Refunds).
4. Limited Exceptions ("Valid Reasons")
We may, at our discretion, issue a refund in narrow circumstances — for example, a verified duplicate charge or a billing error on our side. Such requests must be submitted within seven (7) days of the charge, by email, with enough detail for us to verify the issue.
All sales are final except where we determine, in our sole discretion, that a valid reason exists. We reserve the right to decide what qualifies as a valid reason, and our determination is final. Submitting a request does not entitle you to a refund.
4a. EU / EEA / UK Consumers — 14-Day Right of Withdrawal
If you are a consumer resident in the European Union, European Economic Area, or United Kingdom, you have the right to withdraw from your purchase within 14 days of the day your paid subscription begins — that is, the day we first charge you after your free trial — without giving any reason. To exercise it, email pinex.support@c21eservices.com within those 14 days. We will refund what you paid for the current billing period to your original payment method without undue delay.
This statutory right is separate from, and not replaced by, the free trial, and it overrides the "all sales are final" rule in Section 1 to the extent that rule would otherwise conflict with it.
5. Chargebacks and Payment Disputes
If you believe a charge is incorrect, please contact us first — most issues are resolved quickly, and we'd rather fix it directly than have it go through your bank. Nothing here limits your right to dispute a charge with your card issuer. We reserve the right to suspend or terminate accounts in cases of fraud or abuse, but we will not penalize you simply for exercising a legitimate dispute right.
6. How to Request a Refund
Email pinex.support@c21eservices.com within seven (7) days of the charge. Include the email address on your account and a clear description of the issue. We will review and respond. Approved refunds are returned to the original payment method; the time to appear on your statement depends on your bank or card issuer.
7. Relationship to Our Other Policies
This Refund Policy supplements — and is read together with — our Terms of Service, Privacy Policy, and Risk Disclosure. Matters not addressed here are governed by those documents and are not repeated in this policy, including: the software license and intellectual property; the disclaimer of warranties and limitation of liability; dispute resolution, binding arbitration, and governing law; how we handle your personal data; and the substantial risks of automated and leveraged trading. Nothing in this Refund Policy overrides those terms.
8. Changes to This Policy
We may update this Refund Policy from time to time. Changes take effect when posted to pinex.c21eservices.com, and the "Last updated" date above will reflect the revision. Your continued use of PineX after a change constitutes acceptance of the updated policy.
9. Contact
Questions about this policy? Email pinex.support@c21eservices.com.