Refund & payment remedy policy

This Refund & Payment Remedy Policy ("Refund Policy") governs how Pinnacle MAV Media LLC("we," "us") addresses requests for refunds, credits, and billing adjustments for Pinnacle AdForge. It is incorporated into and should be read together with our Terms of Service and Billing, credits & refunds summary. If a separately executed enterprise order form or master services agreement ("MSA") expressly addresses refunds or service credits, that signed document controls for the scope it covers.

1. General principles

Subscription fees compensate us for making the Service available during the applicable billing period. Metered amounts, usage-based charges, and organization credits consumed in connection with module execution or other billable operations are generally deemed earned when the underlying operation completes successfully or the Service resources have been allocated, except where a billing error is demonstrable or a statutory right applies. Fees are not insurance against campaign performance, model output quality, or regulatory outcomes.

2. Non-refundable amounts (default)

Unless Section 3, 4, or 5 applies or law requires otherwise:

• Subscription fees for the current billing period are non-refundable, including upon mid-cycle cancellation, downgrade, or reduction in seats or usage entitlements.
• Prepaid annual subscriptions are non-refundable for partial months or unused time, except as stated in Section 5 for qualifying consumers or Section 3 for verified billing errors.
• Credits (including prepaid or plan-included credits) have no cash value, are not redeemable for money, and are not refundable once issued except where we expressly state otherwise in-product or in a signed agreement.
• Taxes, currency conversion, and payment processor fees charged by third parties are not refundable by us except to the extent we successfully recover amounts from the processor.

3. Billing errors & duplicate charges

If you believe you were charged in error (for example duplicate charge for the same invoice, incorrect quantity, or a charge after documented cancellation that was effective before the billing date), contact technical@thepinnacle.media within sixty (60) days of the charge with: (i) organization identifier; (ii) invoice or charge ID; (iii) date and amount; and (iv) a concise description of the error. We will investigate in good faith. If we confirm a billing error attributable to us or our processor configuration, we will correct the charge by refund or credit to the original payment method where practicable, or by alternative reasonable means.

4. Service unavailability & discretionary credits

We do not guarantee uninterrupted operation. If you experience a prolonged, material outage or sustained inability to access core paid functionality due to our infrastructure (excluding third-party networks, your connectivity, or force majeure), you may request a service credit (not cash) toward a future invoice. Grant of credits is discretionary, requires reasonable documentation (timestamps, screenshots, or support ticket references), and is not an admission of liability. Credits, if granted, are typically limited to a fraction of fees for the affected period and exclude consequential damages. Nothing in this Section waives limitations of liability in the Terms.

5. Statutory & promotional rights

If you qualify as a consumer under the laws of your jurisdiction (for example the European Economic Area, United Kingdom, or certain U.S. states), mandatory rights regarding withdrawal, cooling-off, or unfair terms may apply notwithstanding the default rules above. We will honor such rights where we are legally required to do so. Promotional guarantees (e.g., money-back trials) stated at checkout or in a signed proposal supersede conflicting language in this Policy for the scope of that promotion.

6. Chargebacks & payment disputes

Initiating a chargeback or payment network dispute without first contacting us may delay resolution and may result in suspension of access pending outcome. If a chargeback is determined in our favor, you remain liable for fees and any network penalties. Fraudulent disputes may result in termination for cause.

7. Request procedure & timing

Submit refund or credit requests only to technical@thepinnacle.media. We aim to acknowledge within five (5) business days and to complete a good-faith decision within approximately fifteen (15) business days, though complex payment-processor reconciliations may take longer. Approved refunds to cards typically post through your issuer's settlement cycle.

8. Changes

We may revise this Refund Policy by posting an updated version and updating the "Last updated" date. Material changes may require additional notice where required by law.

9. Contact & notices

Pinnacle MAV Media LLC — Pinnacle AdForge