Refund and Cancellation Policy

This policy applies to every payment made to Use Pocky LLC for Pocky: monthly and annual subscriptions, and one-time top-up packs. It forms part of the Terms of Service. Payments are processed by Stripe; we never see or store your card number.

Pocky is sold to customers in the United States only. See section 9.

Renewal

Subscriptions renew automatically at the end of each billing period, monthly or annual depending on the plan you chose, and your payment method is charged the then-current price plus applicable taxes. This continues until you cancel. Subscribing means you accept these terms and the Terms of Service.

Canceling

Cancel at any time from the billing page in your account, which opens the Stripe customer portal. Cancellation takes effect at the end of the period you have already paid for. Until then you keep your plan and whatever remains of your monthly brief allowance. After that your account moves to the free plan; your brands, campaigns and briefs stay in your account and stay readable.

No refunds, no proration

Subscription fees are non-refundable. We do not prorate a partial month or a partial year, and we do not refund an unused allowance. If you cancel one day into a new billing period, the period you were just charged for runs to its end and is not refunded.

Price changes

If we change the price of your plan, the new price applies from your next renewal and we will email the address on your account at least 30 days before it takes effect, so you can cancel first if you prefer.

Upgrades and downgrades

Upgrading takes effect immediately and Stripe prorates the difference for the remainder of the period. Downgrading takes effect at the end of the current period; you keep the higher plan until then, and we do not refund the difference.

Top-up packs are not on sale yet. When they go on sale, accounts with an active paid subscription will be able to buy a pack of 50 briefs for $19 as a one-time purchase, not a subscription, and the terms below will apply to it. Until then, more briefs means a larger plan.

• Top-up purchases are final and non-refundable once any credit in the pack has been used.
• Credits expire 12 months after the date of purchase, and are not extended or transferred. They are not exchangeable for cash, except where section 7 says we refund them.
• Credits are a service allowance measured in briefs. They are not a gift card, not stored value, and have no cash value.
• Only accounts with an active paid subscription can buy a top-up pack. Credits you have already bought stay on your account until you use them or they expire, including if you move back to the free plan.
• We use your monthly plan allowance first and your purchased credits only after it is exhausted, so a top-up is never consumed while your included allowance still has room.
• If we refund a top-up pack, we revoke the credits from that pack that you have not yet used. Credits you already used stay used, and your balance never goes below zero.

So that there is no argument about it later:

• Generating a brief consumes one brief from your allowance.
• Regenerating a single brief consumes two. That feature is not available on the free plan.
• Changing a campaign's camera angle regenerates every brief in that campaign and consumes one for each. That is available on every plan, so it is the one action that can spend a large part of your allowance at once.
• A generation that fails because of an error on our side, or an error or refusal from our AI model provider, consumes nothing. The exception is a camera-angle change that fails part-way: we put your previous briefs back, and the briefs that had already generated still count against your allowance. Email us and we will credit them back.
• A brief you generated and then disliked, deleted, or chose not to use still counts. We cannot un-generate it.
• Your monthly allowance resets at the start of each calendar month, in UTC, and does not roll over.

New accounts receive 14 days of full Pro access from signup. We do not ask for a card to start it and we do not charge you when it ends. At the end of the 14 days your account moves to the free plan automatically, and stays there until you choose to subscribe. Nothing you created during the trial is deleted.

There is nothing to cancel, because there is nothing to be charged for. If you subscribe during or after the trial, the subscription terms in section 2 apply from that point.

The rules above are the default. We refund without argument in these cases:

• A duplicate charge, or any charge caused by a billing error on our side.
• A charge taken after you canceled.
• A subscription charged to a payment method you did not authorize, once we have confirmed it.
• An extended outage or defect that stopped you generating briefs for a material part of a billing period. We assess these case by case, since we do not offer a service level agreement.
• A first subscription payment where you have generated no briefs at all in that period and you ask within 14 days of the charge. This one is discretionary, not a right, and we grant it once per account.
• An objection you raise, on reasonable data-protection grounds, to a new subprocessor we announced on the subprocessors page, where we cannot offer you an alternative. We refund the unused portion of the period you have paid for.

Ask at ops@usepocky.com from the email address on the account. Include the charge date and amount. We aim to respond within two business days. Approved refunds go back to the original payment method and typically appear within 5 to 10 business days depending on your bank. Payment processing fees are not returned to us on a refund, which is why the discretionary case above is limited.

If we suspend or terminate your account because you breached the Terms of Service or the Acceptable Use Policy, you are not refunded for the current period and you will not be charged again after it ends.

If we discontinue the service, or terminate your account for our own convenience, we refund the unused portion of your current prepaid period, and we refund unused credits at the price you paid for them.

If something looks wrong on your statement, email us before you call your bank. We can usually explain or fix it the same day, and a chargeback costs us a fee whether or not it succeeds. We will respond to a dispute with our records of your account, including your subscription history and your usage of the service. We may suspend an account with an open chargeback until it is resolved.

Pocky is offered to customers in the United States only. We do not market or sell to consumers in the European Economic Area or the United Kingdom, whose consumer withdrawal rights this policy is not built to administer. If you purchased from outside the United States, contact us and we will cancel and refund the purchase. Nothing in this policy limits a right you have under a law that cannot be waived by contract where you live.

Billing questions and refund requests: ops@usepocky.com. By post: Use Pocky LLC, 418 Broadway #6354, Albany, NY 12207.