Refund policy

In short

PYLO subscriptions are billed in advance for each cycle. Archiving a workspace or cancelling your subscription stops future charges. The cycle you are already in is not refunded, and your access runs to the end of it.

There is no standing money-back guarantee and no fixed refund window, because the billing system does not implement one. We would rather say that plainly than advertise a window we cannot honour automatically. Refunds outside the terms below are considered individually, and how to ask is in section 5.

1. How billing works

The service is sold as a subscription per client workspace, on one of two plans: Basic at £49 per month and Pro at £99 per month. Either can instead be paid yearly, at ten times the monthly price. Seats beyond a plan’s allowance are charged per additional seat per cycle, at £19 a month on Basic and £15 a month on Pro, or ten times that on a yearly cycle. One client workspace is included in an agency subscription, and each additional workspace is a further line on the same subscription.

Each cycle is charged in advance and renews automatically until it is cancelled. Where a workspace is added partway through a cycle, the first charge covers only the part of that cycle which remains, and the full amount applies from the next cycle onward.

2. Archiving a workspace

Archiving a client workspace stops it generating a charge from the point it is archived. The cycle you are currently in is not refunded.

Archiving does not delete anything and it can be undone. Every lead, payment, commission and end-of-day record in an archived workspace is retained. Restoring the workspace brings it back and starts it billing again from that point.

The service states this before you confirm an archive, not afterwards, so that the cost of the decision is visible at the moment it is made.

3. Cancelling your subscription

Cancelling stops future billing. Your access continues until the end of the cycle you have already paid for, and is not cut short by cancelling.

Cancelling part way through a cycle does not produce a partial refund for the days that remain in it.

4. When we do refund

We will refund you where:

• you were charged in error, for example a duplicate charge or a charge after cancellation
• you were charged an amount that does not match the plan and seats on your account
• a refund is required by law that applies to you

Outside those cases, refunds are at our discretion. If something has gone wrong, tell us what happened. We would rather fix it than argue about a cycle.

5. How to request a refund

Email billing@pylosystem.com from the address on the account, and include the workspace name and roughly when the charge was taken. That is enough for us to find it.

6. Paddle’s role

Paddle.com Market Limited acts as the merchant of record for purchases of PYLO subscriptions. Paddle is the seller of record for the transaction, processes the payment, and handles any applicable VAT and sales tax.

Because Paddle took the payment, Paddle also handles the mechanics of returning it. A refund we approve is issued through Paddle and returns to the payment method you originally used. Paddle may also handle a refund request made directly to it under its own buyer terms.

7. Payments you take from your own customers

This policy covers your PYLO subscription only. It does not cover payments you collect from your own customers through a connected payment provider such as Whop, PayPal or Stripe.

Those payments are between you and your customer, and refunding them is handled by you through your payment provider under your own agreement with them and your own refund terms. We are not a party to that transaction.

8. Your statutory rights

Where you have rights under a law that applies to you and that cannot be excluded by agreement, nothing in this policy limits them.

PYLO is sold to businesses rather than to consumers, so consumer cancellation rights generally do not apply to a subscription taken out in the course of a business.

9. Changes to this policy

We may update this policy. The date at the top of this page shows when it last changed. A change does not apply retrospectively to a charge already taken.

10. Contact

Umeukeje Chigozie Valentine, trading as PYLO
8 Moronu Maduagwu Street, Lagos, 101283, Nigeria
billing@pylosystem.com