Refund & Cancellation Policy

1Where things stand today

The terms below take effect on the day paid plans go live. They are published now so that nothing about billing arrives as a surprise.

2What will be charged

Prices are in US dollars and exclude GST and any other applicable tax, which is added at checkout where required. A parcel or field counts once it is analysed; re-reading a report you already bought is free and unlimited.

3Reports — one-off purchases

A report is a digital product delivered immediately on payment. Once a report has been generated and delivered, the purchase is final, because the cost of producing it — the cadastral lookups, imagery processing and model work — is incurred at that moment and cannot be recovered.

We will refund you in full, without argument, if:

• the report failed to generate, or was never delivered;
• you were charged more than once for the same parcel or field;
• the report is materially incomplete — a section we advertised for your region returned no data because of a fault on our side;
• you were charged for coverage we do not in fact have in your region;
• the charge was not authorised by you.

We will not refund a complete report because its conclusions were unwelcome, because a public dataset your county maintains is thin or outdated, or because you changed your mind after reading it. Coverage depth by region is stated before you buy, and every fact is cited so you can see its source and vintage.

If a report is partly unavailable — some sections delivered, others blocked by an upstream source — tell us and we will either regenerate it at no charge once the source recovers, or refund the proportion that failed. You choose.

4Assistant subscription

4.1Cancelling

Cancel any time, from your account settings, in one step. No email required, no retention call, no cancellation fee. Cancellation takes effect at the end of the billing period you have already paid for — you keep full access until then, and you are not billed again.

4.2First-time refund window

If this is your first paid month on the Assistant, you may cancel within 7 days of the first charge and receive a full refund, provided you have not used the Assistant more than 20 times in that period. Past that fair-use line the month is chargeable, because unlimited questions are the product.

4.3Renewals

• We email a reminder 3 days before each renewal, stating the amount and the date.
• Renewal months are not refundable once charged, and are not pro-rated if you cancel mid-month — you keep access to the end of the period instead.
• If we raise the price, existing subscribers get 30 days’ notice and the change applies only from the next renewal. Cancel before it and you never pay the new price.

4.4When we will refund a renewal anyway

• Sustained outage — the Assistant is unavailable for more than 72 consecutive hours in a billing month: a pro-rata credit or refund for the affected days.
• You cancelled and we billed you anyway: full refund.
• A material change to the Terms that you reject under Terms §15: pro-rata refund of the unused term.
• Duplicate or unauthorised charge: full refund.

5Enterprise

Enterprise engagements are governed by the signed order form, which prevails over this policy where the two differ. Absent a contrary term: invoices are payable within 30 days, either party may decline renewal with 30 days’ notice before the term ends, and fees for a term already begun are non-refundable except for unused prepaid volume, which we refund pro-rata if we terminate for convenience.

6How to ask for a refund

Email core@pestren.com with the charge date, the amount, and what went wrong. That is the whole process.

• We acknowledge within 2 business days and decide within 5 business days.
• Approved refunds are issued to the original payment method within 5–10 business days; your bank may take longer to show it.
• If we refuse, we tell you why, in writing, and point to the clause we relied on.

Refunds are made in the currency charged. We do not reimburse exchange-rate movement or your bank’s foreign-transaction fee, as neither reaches us.

7Failed payments and chargebacks

If a payment fails we retry and email you. If it is still unpaid after 7 days we suspend the subscription; your data is untouched and access resumes the moment payment succeeds. After 30 days unpaid we may close the subscription, and the retention periods in the Privacy Policy then apply.

If something looks wrong, please contact us before raising a chargeback — we will almost always just refund it. A chargeback raised without contacting us first may result in suspension while the dispute is open.

8Your data when you cancel

Cancelling a subscription does not delete anything. Your fields, parcels, reports and history stay in your account, readable, on the free tier — you lose the Assistant, not your work. Reports you bought remain yours to download permanently. If you delete your account instead, the Privacy Policy §7 retention periods apply, and you may export everything first.

9Your statutory rights

Nothing in this policy limits rights you have under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or mandatory consumer law where you live — including, for EU and UK consumers, the 14-day right of withdrawal, which you expressly ask us to override for a specific report by requesting immediate delivery, and which you acknowledge is lost once that report is delivered.