Refund Policy

1. The Short Version

If Penci.ly is not what you expected, email billing@penci.ly within 14 days of your payment and we will refund it in full. No form to fill in, no reason required.

The rest of this page covers the details: how it works after those 14 days, what happens to your boards, and the statutory rights you have on top of this policy.

2. Who You Are Actually Paying

Penci.ly is operated by Daniel Halabi, a sole operator based in Germany. Paid plans, however, are sold through LemonSqueezy, which acts as merchant of record. LemonSqueezy handles payment processing, tax and VAT, invoicing, and the mechanics of issuing a refund. We never see or store your full card number.

Practically, this means the charge on your statement may appear under LemonSqueezy's name rather than Penci.ly's, and a refund is returned by them to the original payment method. You do not need to contact them yourself. Write to us and we will process it from our side.

A refund is issued in the currency you were charged in, for the amount you were charged. Prices are quoted per currency rather than converted, so there is no exchange rate on our side — but if your bank converted the charge, the amount that lands back in your account can differ slightly from the amount that left it. That difference is your bank's, not ours, and we cannot compensate for it.

3. 14-Day Money-Back Guarantee

Every paid plan comes with a 14-day money-back guarantee, counted from the date of the payment you want refunded.

• Monthly and annual subscriptions: refundable in full within 14 days of the initial purchase.
• One-time offers that buy a fixed period of access, such as the Founding Year: refundable in full within 14 days of the purchase.
• Renewals: refundable within 14 days of the renewal charge. See section 4.

Having used the product during those 14 days does not disqualify you. Trying it properly is the point of the window.

4. Renewals and Forgotten Subscriptions

Subscriptions renew automatically until cancelled. We send a reminder before an annual renewal so it is not a surprise.

If a renewal charges you for a period you did not intend to buy, tell us within 14 days of the charge and we will refund it and cancel the subscription. If you notice later than that, we will still look at it: if your account shows little or no activity since the renewal, we will normally refund it as a goodwill gesture. We would rather return the money than keep a payment from someone who is not using the product.

5. Cancelling Instead of Refunding

Cancelling and refunding are different things. You can cancel a subscription at any time under Plan & billing in your account settings.

• Cancellation takes effect at the end of the current billing period. You keep paid access until then.
• Cancelling does not automatically refund the period you have already paid for. If you want that period refunded as well, and you are inside the 14-day window, ask us.
• We do not partially refund an unused remainder of a billing period outside the cases described in sections 3, 4, and 6, other than where local consumer law requires it.

6. Outside the 14 Days

Beyond the guarantee window, refunds are discretionary, but there are situations where we will normally issue one:

• Duplicate or accidental charges. Refunded in full whenever we find them, with no time limit.
• A charge you did not authorize. Refunded, and we will help you secure the account.
• A defect that stops you using what you paid for. If a feature central to your plan is broken or unavailable for a sustained period and we cannot fix it in reasonable time, we will refund a fair share of the affected period, or all of it where that is the fair answer.
• We discontinue the service. If we shut Penci.ly down, we will refund the unused portion of any active subscription, and give notice with time to export your data first.

A one-time offer buys the period of access stated at checkout, and nothing longer. Outside the 14-day window we do not refund part of a period that is still running, other than in the situations above. Early access, which is granted free and for life rather than sold, involves no payment at all and so nothing on this page applies to it — but if we ever discontinue the service, we will say publicly at the time how we are treating everyone who holds paid or granted access.

7. What We Do Not Refund

• Charges older than 14 days where the account has been actively used and none of the situations in section 6 apply.
• Accounts terminated for violating the fair-use and acceptable-use rules in our Terms of Service. We do not refund the remaining period in that case, and we will tell you which rule was broken.
• Third-party costs you incurred alongside Penci.ly, such as your own domain, hosting, or bank fees.
• Repeat purchase-and-refund cycles on the same account or payment method. We may decline a further refund and stop selling to that account.

Nothing here removes a statutory refund right you have under the consumer law of your own country.

8. EU and UK Right of Withdrawal

If you are a consumer in the EU, EEA, or UK, you have a statutory right to withdraw from a distance contract for digital content or services within 14 days, separately from the guarantee in section 3.

Because access to Penci.ly begins immediately at checkout, this right can in principle be limited once performance has started with your consent. We do not rely on that limitation. Our 14-day guarantee is offered on the same terms whether or not you have started using the product, so you are never worse off than the statutory position. To withdraw, a plain email to billing@penci.ly is enough. No specific form is needed.

9. How to Request a Refund

Email billing@penci.ly from the address on your Penci.ly account and include:

• The email address on the account, if it differs from the one you are writing from.
• The order or invoice number from your LemonSqueezy receipt, or the approximate date and amount of the charge.
• Optionally, what went wrong. It is not required, but it is the most useful thing you can send us.

We aim to reply within 3 business days and to approve or decline within 5. Once approved, LemonSqueezy returns the money to your original payment method, which typically reaches your bank in 5 to 10 business days. Currency conversion differences applied by your bank are outside our control.

10. What Happens to Your Account and Data

A refund ends the paid entitlement it covered. Your account itself stays open on the free plan.

• Features limited to paid plans, including export and the higher fair-use ceilings, stop being available.
• Boards or uploads that exceed free-plan limits are not deleted. They become read-only or locked until you are back within the limits or upgrade again, so a refund never destroys your work.
• Export anything you need before requesting a refund if you rely on export. It is the simplest way to avoid a gap.
• Deleting your account is a separate action with separate consequences, described in our Privacy Policy. Deleting the account does not by itself trigger a refund. Ask for the refund first.

11. Chargebacks

Please contact us before disputing a charge with your bank. A chargeback costs us a fee and takes weeks to resolve, whereas we can usually refund you within a few days. Accounts with an open chargeback may be suspended until it is settled, which is the part that tends to hurt you rather than us.

If you have already filed one, tell us anyway and we will work with LemonSqueezy to sort it out.

12. Free and Early Access Plans

Nothing on this page applies to the free plan or to Early Access, because no payment is taken for them. No card is required, and there is nothing to refund or cancel.

13. Changes to This Policy

We may update this policy as the product and its plans evolve. The version in effect for a given purchase is the one published at the time of that purchase, and we will not apply a less generous policy retroactively. Material changes are reflected in the "Last updated" date above.

14. Contact

Billing and refund questions: billing@penci.ly. For anything else, hello@penci.ly.