Refund & Cancellation Policy

Last updated: 23 September 2026

This policy covers everything you can buy from PitchSun: design credit packs, the Starter pack, and monthly or annual subscriptions. All prices on the website are shown excluding GST, which is charged at 18%.

Cancelling a subscription

You can cancel a monthly or annual plan at any time from Settings → Billing inside the app, or by emailing us. Cancellation takes effect at the end of the billing period you have already paid for — your workspace keeps working until then, and you are not charged again.

We do not pro-rate the unused part of a billing period. If you would rather stop immediately, tell us and we will end the plan straight away; the remainder of that period is still not refunded.

When a paid plan ends, your workspace moves to the Free plan. Your data — leads, projects, designs, proposals and documents — is kept and stays available to you; only the paid features are switched off.

Design credits and credit packs

Design credits are bought upfront, never expire, and are consumed one at a time when you create a complete rooftop design. Quick quotes do not consume a credit, and revising a design you have already paid for does not consume another.

Because a credit is spent the moment a design is generated, credits you have already used are not refundable. If you ask for a refund on a credit pack, we refund the unused credits from that purchase and remove them from your balance.

When we refund in full

• Your card or account was debited but the credits or subscription never appeared in your workspace.
• You were charged twice for the same order.
• You were charged after cancelling, or charged an amount other than the one shown at checkout.
• A paid feature you bought the plan for was unavailable for a sustained period and we could not fix it.

In these cases you do not need to argue the point with us — write in with the order number and we will put it right.

What we do not refund

• Design credits that have already been used.
• The remaining days of a billing period you chose to cancel.
• Renewals you forgot to cancel, once the new period has been substantially used. If you tell us promptly after an unwanted renewal, we will refund it.
• Charges from third parties you connect yourself — WhatsApp Business messaging, Google Solar API, SMS or your own payment gateway — which those providers bill you for directly.

How to ask for a refund

Email hello@pitchsun.com from the address on the account, with the order number from your invoice and a line about what went wrong. You can find order numbers under Settings → Billing → Orders.

We reply within 2 working days and, where a refund is due, approve or explain our answer within 7 working days of your request.

How long a refund takes

Approved refunds are sent back to the original payment method — we cannot redirect a refund to a different card, account or UPI ID. Once we initiate it, the money usually reaches you in 5–7 working days, depending on your bank or card issuer. Refunds are processed through our payment gateway, and the reference number we send you can be quoted to your bank.

Refunds include the GST charged on the original payment, and we issue a credit note against the original tax invoice.

Failed and pending payments

If a payment fails but money has left your account, it is usually an authorisation your bank has not yet released, and it is reversed automatically within 5–7 working days without any action from us. If it has not come back after that, write to us with the date and amount and we will trace it with the gateway.

Contact

PitchSun · hello@pitchsun.com