Refund Policy

Last Updated: September 2026

This Refund Policy (the “Policy”) governs all requests for refunds, credits, cancellations, chargebacks, and other forms of monetary adjustment relating to subscriptions, licenses, plans, add-ons, professional services, and any other paid offerings (collectively, the “Services”) purchased from Penninite (“Company,” “we,” “us,” or “our”) through the website penninite.info and any associated applications, portals, and subPenninites (collectively, the “Site”).

PLEASE READ THIS POLICY CAREFULLY. By purchasing, subscribing to, renewing, or otherwise using any paid Service, you (“Customer,” “you,” or “your”) acknowledge that you have read, understood, and agreed to be bound by this Policy. If you do not agree with this Policy, you must not purchase or use the paid Services.

1. Purpose and Relationship to Other Agreements

1.1. The purpose of this Policy is to establish a clear, uniform, and predictable framework for refunds and billing adjustments, and to define the exclusive remedies available to Customers who are dissatisfied with a purchase.

1.2. This Policy is incorporated by reference into, and forms an integral part of, our Terms of Service and any other agreement governing your use of the Services (collectively, the “Agreement”). In the event of a direct conflict between this Policy and the Terms of Service concerning refunds, this Policy shall control.

1.3. Capitalized terms used but not defined in this Policy have the meanings ascribed to them in the Terms of Service.

2. Definitions

• “Billing Period” means the recurring interval for which you are charged, such as monthly, quarterly, or annually.
• “Subscription” means a recurring paid plan granting access to the Services for a defined term.
• “Subscription Term” means the then-current Billing Period, including any renewal thereof.
• “Add-On” means any optional, supplemental, or ancillary product, feature, seat, capacity increase, or module purchased in addition to a base Subscription.
• “Professional Services” means onboarding, implementation, configuration, migration, consulting, training, custom development, or similar services performed by us or our authorized partners.
• “Consumption Charges” means amounts billed based on metered usage, including but not limited to API calls, compute, storage, bandwidth, message volume, or overage units.
• “Effective Date of Cancellation” means the date on which your Subscription is scheduled to terminate at the end of the then-current Subscription Term.
• “Refund Request” means a written request submitted in accordance with Section 9 of this Policy.
• “Charged-Back Amount” means the aggregate amount of any payment reversed, refunded, or withheld by a card issuer, bank, or payment processor as a result of a chargeback, reversal, or dispute.

3. Scope and Applicability

3.1. This Policy applies to all purchases made directly from us through the Site, whether by credit or debit card, ACH transfer, wire, or any other payment method we make available.

3.2. Purchases through third parties. If you purchased the Services through an authorized reseller, distributor, marketplace, app store, or other third party, your refund request must be directed to that third party and is governed solely by that third party’s policies. We have no obligation to issue refunds for purchases we did not directly process, and any refund we elect to issue in such circumstances is voluntary and does not create an obligation to do so in the future.

3.3. Enterprise and negotiated agreements. If you have executed a separately signed order form, master services agreement, or enterprise agreement with us, the refund, cancellation, and termination provisions of that agreement control to the extent they conflict with this Policy.

3.4. Statutory rights preserved. Nothing in this Policy excludes, restricts, or waives any non-waivable statutory right you may have under applicable law, including any mandatory consumer protection right available in your jurisdiction. See Section 13.

4. Free Trials, Freemium Access, and Pilot Programs

4.1. We may, at our sole discretion, offer free trials, free tiers, evaluation licenses, or pilot programs. Such offerings are provided AS IS and AS AVAILABLE for evaluation purposes and carry no monetary charge and, correspondingly, no refund obligation.

4.2. Unless expressly stated otherwise in writing, a free trial automatically converts to a paid Subscription at the end of the trial period unless you cancel before the trial expires. Conversion charges are not refundable except as expressly provided in Section 6. It is your sole responsibility to cancel before the trial ends if you do not wish to be charged.

4.3. We reserve the right to modify, suspend, or discontinue any trial, free tier, or pilot offering at any time without liability.

5. Subscription Billing, Renewal, and Cancellation

5.1. Automatic renewal. Subscriptions renew automatically at the end of each Subscription Term for a term equal in length to the preceding term, at the then-current list price or the renewal price stated in your order, unless you cancel in accordance with Section 5.3.

5.2. Advance notice. Where required by applicable law, we will provide advance notice of a price increase or renewal before the applicable charge is processed. Where notice is provided by email, it is deemed delivered upon transmission to the email address associated with your account.

5.3. How to cancel. You may cancel your Subscription at any time by: (a) using the cancellation controls within your account settings; or (b) submitting a written request to [email protected] from the email address registered to your account. Cancellations take effect at the end of the then-current Subscription Term unless otherwise stated.

5.4. Effect of cancellation. Upon cancellation, you will retain access to the Services through the end of the then-current Subscription Term for which payment has already been made. Following the Effective Date of Cancellation, your access will terminate and your data may be deleted in accordance with our data retention practices.

5.5. Renewal charges are non-refundable. Because cancellations take effect at the end of the current Subscription Term, you are responsible for canceling before the renewal date. Renewal charges will not be refunded, in whole or in part, solely because you failed to cancel before renewal. Any refund of a renewal charge is made only at our sole and absolute discretion and in accordance with Section 12.

6. Limited Money-Back Guarantee for New, First-Time Customers

6.1. Eligibility. Subject to the conditions and exclusions in this Policy, a Customer who purchases a first-time, direct, paid Subscription may request a full refund of the initial Subscription fee if the Refund Request is submitted within fourteen (14) calendar days of the initial purchase date (the “Guarantee Period”).

6.2. Conditions. The money-back guarantee is available only if all of the following conditions are satisfied:

• You are a first-time paying Customer of the Services, with no prior paid Subscription, trial-to-paid conversion, or previous refund under this Policy;
• The Refund Request is submitted in writing within the Guarantee Period, with the Guarantee Period measured from the date of the original transaction, not from the date of first login or first use;
• Your account is in good standing and has not been suspended or terminated for violation of the Agreement;
• You have not requested a chargeback or payment dispute for the same transaction; and
• The purchase was made directly from us and not through a reseller, marketplace, or app store.

6.3. Scope of the guarantee. The money-back guarantee applies only to the initial base Subscription fee of the first Billing Period. It does not apply to Add-Ons, Consumption Charges, Professional Services, overages, taxes, third-party pass-through fees, or any renewal, upgrade, or subsequent purchase.

6.4. One guarantee per Customer. Only one money-back guarantee refund is available per Customer, per legal entity, and per billing relationship, regardless of the number of accounts, workspaces, seats, or email addresses used. We reserve the right to identify affiliated accounts and treat them as a single Customer for purposes of this Section.

6.5. Statutory floor. Where applicable law grants you a longer or broader cancellation or refund right than the Guarantee Period, that statutory right governs, and this Section shall be construed to preserve it without enlarging any other aspect of this Policy.

7. Non-Refundable Items and Circumstances

7.1. Except as expressly required by applicable law or as expressly provided in Section 6, all fees are non-refundable, including without limitation:

• Renewal charges for any Subscription Term, including annual, quarterly, and monthly renewals;
• Consumption Charges, metered usage, and overage fees for resources actually consumed, provisioned, or reserved;
• Professional Services, including onboarding, implementation, migration, configuration, training, and custom development, whether performed remotely or on-site, once commenced;
• Add-Ons, seat purchases, capacity increases, and third-party integrations once activated;
• Setup, activation, and administrative fees;
• Taxes, duties, and levies, except where a valid exemption certificate was provided;
• Third-party pass-through costs, including payment processor fees, currency conversion fees, and marketplace commissions;
• Prorated amounts for partially used Billing Periods, including following a voluntary downgrade or early termination;
• Accounts terminated by us for breach of the Agreement, including violation of our Acceptable Use Policy, non-payment, fraud, or unlawful activity;
• Custom, bespoke, or non-standard orders expressly designated as non-refundable in the applicable order form;
• Prepaid credits, service credits, gift cards, and promotional vouchers, which are non-refundable and non-transferable unless required by law.

7.2. Dissatisfaction with features. Refunds will not be granted on the basis that the Services did not meet your subjective expectations, that you did not use the Services, that you used only a portion of the Services, that your business circumstances changed, that you experienced a change in personnel or strategy, or that a feature roadmap, release timeline, or anticipated functionality did not materialize as anticipated.

7.3. Customer-side technical limitations. Refunds will not be granted for issues arising from your equipment, network, browser, third-party systems, misconfiguration, inadequate administrator training, or failure to meet documented minimum technical requirements.

7.4. Suspension for cause. If your account is suspended or terminated due to non-payment, chargeback abuse, or breach of the Agreement, no refund or proration will be issued for any unused portion of the Subscription Term.

8. Upgrades, Downgrades, Plan Changes, and Proration

8.1. Upgrades. When you upgrade your plan mid-term, we may charge the difference on a prorated basis for the remainder of the then-current Subscription Term. Upgrade charges are generally non-refundable; however, if you request a refund within seven (7) calendar days of an upgrade and have not materially used the upgraded capacity, we may, in our sole discretion, reverse the upgrade and credit the prorated amount to your account.

8.2. Downgrades. Downgrades take effect at the start of the next Billing Period. No refund or credit is issued for the unused portion of a higher-tier plan following a downgrade, except at our sole discretion.

8.3. Annual to monthly conversion. Conversion from an annual plan to a monthly plan takes effect at the end of the annual Subscription Term. No partial refund is issued for the unused portion of the annual term.

8.4. Service credits. Where we elect to issue a service credit in lieu of a monetary refund, the credit will be applied to future invoices, expires twelve (12) months from issuance unless otherwise stated, has no cash value, is non-transferable, and is not redeemable for cash.

8.5. Goodwill credits. Any credit, waiver, or accommodation we provide as a goodwill gesture is voluntary, does not constitute an admission of liability or of any obligation, and does not establish a precedent or entitlement for future requests.

9. How to Submit a Refund Request

9.1. All Refund Requests must be submitted in writing and must include:

• Your full legal name and the name of the Customer entity, if applicable;
• The email address and account identifier associated with the purchase;
• The invoice number(s), transaction identifier(s), and date(s) of the charge(s);
• The amount requested and the specific basis for the request, including a reasonably detailed explanation;
• Confirmation that no chargeback or payment dispute has been initiated for the same transaction; and
• Any supporting documentation reasonably requested by us.

9.2. Refund Requests must be sent to:

Penninite
Email: [email protected]
Phone: +18435550112
Address: 200 Meeting Street, Suite 350, Charleston, SC 29401

9.3. Incomplete requests. We may, but are not obligated to, request additional information to cure an incomplete Refund Request. The Guarantee Period continues to run during any such exchange, and the timeliness of a request is measured by the date of the original submission.

9.4. Requests via other channels. Refund Requests submitted through chat, social media, phone conversations, or support tickets will not be considered valid unless and until they are confirmed in writing to [email protected]. Verbal statements by support personnel do not constitute approval of a refund.

9.5. Decision timeline. We will use commercially reasonable efforts to review and respond to a complete Refund Request within ten (10) business days of receipt. Our determination, made in good faith, is final and binding, subject to Section 13 and Section 15.

10. Processing of Approved Refunds

10.1. Method. Approved refunds will be issued to the original payment method used for the purchase. We do not issue refunds by cash, check, wire transfer to a different account, or to a different person or entity.

10.2. Timing. Once approved, refunds are typically initiated within five (5) to ten (10) business days. The time for funds to appear in your account depends on your card issuer, bank, or payment provider and may take an additional five (5) to fifteen (15) business days, or longer for international transactions. We are not responsible for delays caused by financial institutions.

10.3. Currency and fees. Refunds are issued in the original transaction currency. We are not responsible for losses arising from exchange rate fluctuations between the date of purchase and the date of refund. Payment processor fees, currency conversion spreads, and similar third-party charges may be deducted where non-recoverable.

10.4. Effect of refund. Upon issuance of a refund, your access to the Services may be immediately terminated or reduced, and any associated licenses, credits, or entitlements will be revoked. If we refund a Subscription fee and you continue to use the Services thereafter without a valid paid Subscription, you agree to pay for such use at our then-current rates or, at our election, immediately cease all use.

10.5. Partial refunds. Where we approve a partial refund, the remainder of the fees shall be deemed fully earned and non-refundable.

11. Chargebacks, Payment Disputes, and Fraud

11.1. Contact us first. If you believe a charge is incorrect or unauthorized, you agree to contact us at [email protected] before initiating a chargeback, reversal, or payment dispute with your card issuer or bank. We will make reasonable efforts to resolve the matter directly.

11.2. Effect of initiating a chargeback. If you initiate a chargeback or payment dispute without first submitting a Refund Request and allowing us a reasonable opportunity to respond, we may, in our sole discretion and to the extent permitted by law: (a) immediately suspend or terminate your account and access to the Services; (b) suspend all pending obligations, including service levels and support commitments; (c) offset any amounts owed to you against amounts you owe us; and (d) pursue recovery of the Charged-Back Amount together with all associated fees and costs.

11.3. Recovery of costs. You agree to reimburse us for all reasonable costs and expenses incurred in responding to and resolving an improper, fraudulent, or erroneous chargeback, including chargeback fees imposed by our payment processors, administrative costs, and reasonable attorneys’ fees, to the maximum extent permitted by applicable law.

11.4. Chargeback as waiver. Submitting a chargeback for a transaction constitutes a representation that you have not received the Services or that the charge was unauthorized. If we demonstrate that the Services were delivered, the chargeback constitutes a breach of this Policy and the Agreement.

11.5. Fraudulent activity. We reserve the right to report suspected fraudulent activity to relevant financial institutions, payment networks, and law enforcement authorities, and to cooperate fully with their investigations.

11.6. No refund after chargeback. We will not issue a refund for any transaction that is the subject of an active or completed chargeback, except at our sole discretion and only after the chargeback has been fully withdrawn and the associated fees reimbursed.

12. Discretionary and Exceptional Refunds

12.1. Notwithstanding any other provision of this Policy, we reserve the right, in our sole and absolute discretion, to grant or deny any refund, credit, or billing adjustment at any time, whether or not the request satisfies the criteria in this Policy. Any such grant is a one-time accommodation, does not create an obligation or course of dealing, and does not entitle you or any third party to a similar accommodation in the future.

12.2. Factors we may consider in exercising discretion include, without limitation: the length of the customer relationship; the nature and severity of any service issue; the extent of actual usage; whether the request is timely and documented; and the Customer’s history of refund requests.

12.3. No waiver. Our failure to enforce any provision of this Policy in any particular instance shall not constitute a waiver of that provision or of our right to enforce it in any other instance.

13. Statutory and Consumer Rights

13.1. United States. This Policy is intended to comply with applicable United States federal and state laws, including state automatic renewal and consumer protection statutes. Where a state law grants you a cancellation or refund right that is broader than this Policy, that state law right will apply with respect to Customers residing in that state, but this Policy shall otherwise remain in full force and effect.

13.2. Automatic renewal notices. Where required by applicable state automatic renewal laws, we will provide clear and conspicuous disclosure of automatic renewal terms and a straightforward mechanism to cancel. You may cancel as described in Section 5.3.

13.3. International consumers. If you are a consumer residing in a jurisdiction that grants mandatory cancellation, withdrawal, or refund rights (including certain rights under European Union, United Kingdom, or other consumer protection regimes), nothing in this Policy limits those rights. Where you have a statutory right of withdrawal, you acknowledge that by requesting immediate access to digital Services, you may lose the withdrawal right upon commencement of performance, to the extent permitted by law.

13.4. Verification. We may require reasonable evidence of residency or eligibility before applying any statutory right described in this Section.

14. Taxes and Third-Party Fees

14.1. Fees stated do not include applicable sales, use, value-added, goods and services, or similar taxes, which will be added to your invoice where required by law.

14.2. Except where you have provided a valid exemption certificate accepted by the relevant taxing authority, taxes are non-refundable. If we refund a taxable charge, we will refund the associated tax only to the extent we are legally able to recover it from the applicable taxing authority.

14.3. Any withholding, bank transfer, or intermediary fees are your sole responsibility and are not refundable.

15. Limitation of Liability and Exclusive Remedy

15.1. Exclusive remedy. To the maximum extent permitted by applicable law, your sole and exclusive remedy for any dissatisfaction with the Services, any defect, any service interruption, or any dispute regarding fees is the refund remedy expressly set forth in this Policy, if and to the extent applicable.

15.2. Liability cap. To the maximum extent permitted by applicable law, our aggregate liability arising out of or relating to this Policy, any refund request, or any billing dispute shall not exceed the total amount of fees actually paid by you to us for the affected Service during the three (3) months immediately preceding the event giving rise to the claim.

15.3. Exclusion of consequential damages. To the maximum extent permitted by applicable law, we shall not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business opportunity, arising out of or relating to this Policy, even if advised of the possibility of such damages.

15.4. Time limit on claims. To the maximum extent permitted by applicable law, any claim or cause of action arising out of or relating to this Policy or any billing dispute must be filed within one (1) year after the claim or cause of action arises; otherwise, such claim or cause of action is permanently barred.

15.5. No admission. The issuance of any refund or credit does not constitute an admission of fault, error, liability, or breach of any obligation by us.

15.6. Severability of limitations. If any limitation in this Section is held unenforceable in a particular jurisdiction, it shall be modified to the minimum extent necessary to render it enforceable, and the remaining provisions shall remain in full force and effect.

16. Data, Export, and Deletion Following Cancellation

16.1. Refunds and cancellations do not automatically entitle you to a data export beyond any export functionality included in your plan.

16.2. Upon termination or expiration of your Subscription, your right to access the Services ceases, and your Customer Data may be deleted or anonymized in accordance with our data retention practices and applicable law. It is your sole responsibility to export your Customer Data before the Effective Date of Cancellation. We are not liable for any loss of data resulting from cancellation, non-payment, or account termination.

16.3. Any request for post-termination data retrieval, custom export, or restoration of deleted data may be subject to additional fees, payable in advance.

17. Abuse of the Refund Process

17.1. We monitor refund activity for patterns of abuse, including repeated purchases and refund requests, the use of multiple accounts or identities, the exploitation of free trials or promotional offers, and the consumption of substantial resources followed by a refund request.

17.2. If we determine, in our reasonable judgment, that you have abused this Policy or the Services, we may, in addition to any other remedy available to us: (a) deny the Refund Request; (b) suspend or terminate your account; (c) require prepayment for future Services; (d) recover costs and resources consumed; and (e) pursue all available legal remedies.

18. Changes to This Policy

18.1. We reserve the right to modify, amend, or replace this Policy at any time, in our sole discretion. Material changes will be posted on the Site with an updated “Last Updated” date and, where required by law or where the change is material, communicated to you by email or through an in-product notice.

18.2. Changes will apply prospectively to purchases and renewals occurring after the effective date of the change and will not retroactively affect a Refund Request that was validly submitted before the change took effect.

18.3. Your continued use of the Services or failure to cancel following notice of a change constitutes acceptance of the revised Policy. If you do not agree to the revised Policy, your sole remedy is to cancel your Subscription in accordance with Section 5.3.

19. Governing Law and Dispute Resolution

19.1. Governing law. This Policy shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles, and, where applicable, the federal laws of the United States. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

19.2. Informal resolution. Before initiating any formal proceeding, you agree to contact us at [email protected] and to negotiate in good faith for a period of at least thirty (30) days to resolve the dispute informally.

19.3. Binding arbitration. Except as provided in Section 19.5, any dispute, claim, or controversy arising out of or relating to this Policy or any billing matter shall be resolved by final and binding arbitration administered in accordance with the rules of a recognized arbitration provider, on an individual basis, seated in the State of Delaware or another mutually agreed location. YOU AND WE EACH WAIVE THE RIGHT TO A TRIAL BY JURY AND THE RIGHT TO PARTICIPATE IN A CLASS, COLLECTIVE, OR REPRESENTATIVE ACTION.

19.4. Opt-out. Where permitted by applicable law, you may opt out of arbitration by sending written notice to [email protected] within thirty (30) days of first accepting this Policy; provided, however, that any claim you have already raised remains subject to the terms in effect at the time it arose.

19.5. Exceptions. Either party may seek injunctive or other equitable relief in a court of competent jurisdiction to protect its intellectual property or confidential information, and either party may bring an individual action in small claims court if the claim qualifies.

19.6. No class actions. To the maximum extent permitted by applicable law, all disputes must be brought in an individual capacity and not as a plaintiff or class member in any purported class, consolidated, or representative proceeding.

20. Miscellaneous

20.1. Severability. If any provision of this Policy is held invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.

20.2. No assignment. You may not assign or transfer this Policy or any rights hereunder without our prior written consent. We may assign this Policy without restriction.

20.3. Entire agreement. This Policy, together with the Agreement, constitutes the entire agreement between you and us concerning refunds and supersedes all prior or contemporaneous understandings, whether written or oral, on that subject.

20.4. Survival. Sections concerning limitations of liability, chargebacks, governing law, dispute resolution, and any other provisions that by their nature should survive, shall survive the termination or expiration of your Subscription.

20.5. Force majeure. We shall not be liable for any delay or failure in processing a refund or in performing any obligation under this Policy to the extent caused by events beyond our reasonable control, including payment processor outages, banking system failures, or governmental action.

21. Contact Information

All questions, comments, Refund Requests, and notices regarding this Policy should be directed to:

Penninite
Email: [email protected]
Phone: +18435550112
Address: 200 Meeting Street, Suite 350, Charleston, SC 29401
Website: penninite.info

We will use commercially reasonable efforts to respond to all valid inquiries within ten (10) business days. For fastest processing, please include the invoice number and the account email address associated with your purchase.

22. Acknowledgment

BY COMPLETING A PURCHASE, SUBSCRIBING TO A PLAN, OR CONTINUING TO USE THE PAID SERVICES AFTER BEING PRESENTED WITH THIS POLICY, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREED TO BE BOUND BY THIS REFUND POLICY, INCLUDING THE LIMITATIONS OF LIABILITY, THE CHARGEBACK PROVISIONS, AND THE DISPUTE RESOLUTION AND CLASS ACTION WAIVER PROVISIONS SET FORTH HEREIN.