Refund Policy

1. 14-day Money-Back Guarantee

We offer a 14-day money-back guarantee for first-time subscribers. If you are not satisfied with our service, you may request a full refund within 14 days of your initial purchase.

• Applies to first-time purchases only
• Must be requested within 14 calendar days from purchase date
• Full refund with no questions asked
• Does not apply to renewed or subsequent purchases

2. Eligibility Criteria

To be eligible for a refund, you must meet the following criteria:

• This is your first purchase of a paid plan (Pro or Enterprise)
• The refund request is submitted within 14 days of the payment date
• Your account has not been suspended or terminated for violation of our Terms of Service
• You have not previously received a refund from PineOptimizer

3. Non-Refundable Circumstances

Refunds will NOT be issued under the following circumstances:

• More than 14 days have passed since the purchase date
• You are renewing or upgrading an existing subscription
• Account termination due to Terms of Service violation
• Trading losses incurred from using optimized strategies (past performance does not guarantee future results)
• User error, misunderstanding of features, or failure to use the service
• Change of mind after using the service extensively (e.g., running 50+ optimizations)
• Refunds already issued on a previous purchase

4. How to Request a Refund

To request a refund, please contact us at refunds@pineoptimizer.com with the following information:

• Your registered email address
• PayPal transaction ID or payment confirmation
• Reason for refund request (optional but appreciated)
• Date of purchase

We aim to process all refund requests within 3-5 business days.

5. Processing Time

Once your refund request is approved:

• Refunds will be issued to the original payment method (PayPal account)
• Processing takes 3-5 business days from approval
• Additional 5-10 business days may be required for the funds to appear in your account, depending on your payment provider
• You will receive an email confirmation once the refund is processed

6. Partial Refunds

Partial refunds are not available. Our refund policy covers the full purchase price only, and applies exclusively within the 14-day window for first-time purchases.

7. Subscription Cancellation vs. Refund

Please note the difference between cancellation and refund:

• Cancellation: You may cancel your subscription at any time. Your access will continue until the end of the current billing period, but you will not be charged again. No refund is issued for the remaining period.
• Refund: Eligible only within 14 days of first-time purchase. Results in immediate account downgrade to Free plan and full refund of payment.

8. Abuse Prevention

PineOptimizer reserves the right to refuse refunds if we detect fraudulent activity or abuse of the refund policy, including but not limited to:

• Repeated purchase and refund cycles
• Creating multiple accounts to exploit the first-time refund policy
• Excessive usage before requesting a refund (e.g., running maximum allowed optimizations, then requesting refund)
• Chargeback disputes filed without contacting us first

Accounts found engaging in abusive behavior may be permanently banned from the service.

9. Chargebacks

Please contact us before filing a chargeback. If you file a chargeback or payment dispute without attempting to resolve the issue with us first, your account will be immediately suspended and may be permanently terminated.

We prefer to resolve all payment issues directly and fairly. Most disputes can be resolved quickly through our support team at refunds@pineoptimizer.com.

10. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of the service after changes constitutes acceptance of the updated policy.

Refund requests are governed by the policy in effect at the time of purchase.

11. Contact

For questions about this Refund Policy or to request a refund, please contact us at refunds@pineoptimizer.com

General inquiries: support@pineoptimizer.com