Return & Refund Policy

Our Refund Guidelines

1. Service Refund Policy

At Pinarl, we provide professional digital services based on the service description, scope, deliverables, pricing, and requirements presented on our website or confirmed with the client.

For directly purchasable services, the applicable service page or SKU will clearly state the minimum service scope, deliverables, and corresponding price. Where the requirements or project scope cannot be determined accurately in advance, the service may instead be offered as a Consultation / Deposit / Quote Request. In such cases, payment for the substantive service will only be initiated after the applicable quotation or Statement of Work (SOW) has been reviewed and confirmed by the client.

Because our services may involve consultation, research, planning, creative work, technical expertise, development, and customized project work, refund eligibility depends on the agreed scope, the stage of the project, the work already completed, and the specific circumstances of the request.

If you believe that a delivered service does not substantially conform to the agreed service scope or contains a significant deficiency directly attributable to us, please contact our customer support team within 7 days after delivery of the applicable service or project milestone. We will review the request and, where appropriate, may provide corrections, revisions, additional support, a partial refund, or a full refund.

2. Refund Eligibility

Refund requests may be considered under the following circumstances:

  • The directly purchased service was not delivered in accordance with the minimum scope or deliverables clearly stated on the applicable service page or SKU.

  • The delivered service materially differs from the confirmed quotation, proposal, Statement of Work (SOW), or written project requirements.

  • We are unable to provide the purchased service due to circumstances within our reasonable control.

  • A duplicate payment has been made for the same service, project, invoice, or transaction.

  • A technical, operational, or administrative error on our part prevents the successful delivery of the agreed service.

  • Both parties mutually agree to cancel a project before substantial work has been completed.

  • We are unable to commence or continue a customized project in accordance with the confirmed SOW or quotation due to circumstances attributable to us.

For customized services purchased following a consultation, the applicable refund assessment will be based on the confirmed SOW, quotation, deliverables, milestones, payment terms, and work already performed.

3. Non-Refundable Circumstances

Refunds generally will not be provided under the following circumstances:

  • The customer changes their mind after work has commenced.

  • The customer requests cancellation after substantial work has already been completed.

  • The customer requests additional services, features, deliverables, concepts, research, or functionality outside the agreed scope.

  • The customer fails to provide information, files, materials, access, approvals, instructions, or feedback required to complete the service.

  • The service has been completed and delivered in accordance with the published service scope, confirmed quotation, or SOW.

  • The customer delays or abandons the project without reasonable communication.

  • The customer rejects a completed deliverable solely because of personal preference when the deliverable conforms to the agreed requirements.

  • The customer requests a refund because their business requirements have changed after the service has been started or completed.

  • The customer violates our Terms of Service or engages in fraudulent, abusive, deceptive, unlawful, or prohibited conduct.

4. Revisions

Where revisions are included in a directly purchasable service, the applicable service page or SKU will specify the included revision scope or limits.

For customized projects, the number and nature of included revisions will be stated in the applicable quotation or Statement of Work (SOW).

We will provide reasonable revisions that remain within the confirmed service scope. Requests for additional revisions, new concepts, expanded research, additional deliverables, redesigns, new functionality, or other work outside the agreed scope may require additional fees and a revised delivery schedule.

5. Refund Processing

If a refund request is approved, refunds are generally processed within 3–5 business days after approval.

Refunds will normally be issued using the original payment method whenever reasonably possible. Depending on the payment provider, financial institution, or card issuer, additional processing time may be required before the refunded amount appears in the customer’s account.

Where a project has been partially completed, any applicable partial refund will be assessed based on the agreed price, the portion of the service already performed, completed deliverables, and the applicable terms of the quotation or SOW.

6. How to Request a Refund

If you wish to request a refund, please contact our customer support team and provide the following information:

  • Full Name

  • Email Address

  • Order, Invoice, or Transaction Number

  • Purchased Service

  • Date of Purchase

  • Description of the issue

  • Relevant documents, files, screenshots, project materials, or supporting evidence (if applicable)

Our support team will review your request and may contact you if additional information is required.

For directly purchasable services, we will review the request against the published service scope, minimum deliverables, price, and applicable service terms.

For customized projects, we will review the request against the confirmed quotation, Statement of Work (SOW), project requirements, milestones, deliverables, payment terms, and work already performed.

Whenever reasonably possible, we will first attempt to resolve service concerns through communication, corrections, revisions, technical assistance, or another appropriate solution before determining whether a refund is applicable.

Customer Service Information

Customer Support Email: [email protected]

Company Name: Pine & Pearl Ltd

Company Address: Flat 10, Arbor House, 6 Station Road, Orpington, England, BR6 0RY