When refunds are possible and why a package is not split into standalone credits

This Refund Policy applies to payments for digital credit packages and other intangible functionality of the getpickio service.

As a general rule, payments for digital credit packages are final once the package has become available to the user, unless this Policy or mandatory applicable law states otherwise.

A credit package is a single prepaid digital product or service. Credits inside the package are internal accounting units for accessing service functionality.

Credits are not separate goods or separate services with an independent retail price. Any internal allocation of package value to one credit is used only for technical accounting and does not create a right to demand proportional recalculation.

If the user has spent at least one credit after purchasing a package, the package is considered partially delivered or partially consumed.

Once at least one credit is used, the remaining part of the package is not refundable and no proportional refund is provided for unused credits. This applies regardless of the fact that the implied bulk price per credit in a large package may be lower than the price of a smaller package.

We may review a refund only in exceptional cases where there is a sufficient basis for doing so.

• duplicate accidental payment for the same package;
• the payment was successfully charged but the package was not delivered due to a service-side failure before the first credit was used;
• another case where a refund obligation follows directly from mandatory applicable law;

We may refuse a refund if the request does not meet this Policy or shows signs of abuse.

• if at least one credit from the relevant package was used after payment;
• if the user asks to recalculate only the unused part of a package;
• if the user attempts to obtain a refund through account deactivation or deletion while unused credits remain on the balance;
• if the issue did not arise because of the service but because of the user, platform, bank, payment system, or another third-party limitation;
• if there are signs of fraud, chargeback abuse, multi-accounting, payment manipulation, or other bad-faith use;

A refund request should include the account email, payment date and time, package, currency, a short problem description, and the reason for the request. If needed, we may ask for additional information required to identify the transaction and verify the facts.

The request should be submitted without undue delay after the issue is discovered. If the user contacts us much later and that prevents verification of technical or payment circumstances, we may decline the request.

If a request is approved, the refund is usually issued to the same payment method used for the original payment, unless the payment provider rules or the law require otherwise.

Where a service-side technical issue prevented package delivery, we may also, at our discretion, offer redelivery of an equivalent package instead of a monetary refund if this does not conflict with law and the user agrees.

If a payment is canceled, refunded, or disputed through a bank or payment system after credits have already been fully or partially used, the case may be sent for manual review.

In such cases, we may restrict access to the service, mark the case for manual review, refuse automatic balance adjustment, or take other reasonable steps to protect the service from losses and abuse.