Pion Balance and Refund Policy

This Pion Balance and Refund Policy (“Policy”) explains how users add Pion Balance, how usage charges are calculated and deducted, how balance adjustments work, and how refund requests are handled on Pion.

This Policy forms part of the Pion Terms of Use. Pion’s Privacy Policy explains how information associated with purchases, usage, and refund requests is handled.

Your purchase and refund rights may also be governed by the rules of the platform that processes your payment and by applicable consumer law. Nothing in this Policy limits rights that applicable law does not allow you to waive.

1. What Pion Balance Is

“Pion Balance” is a U.S.-dollar-denominated service balance that can be used to pay for eligible artificial-intelligence models, features, and services within Pion.

A Pion Balance of $1.00 represents $1.00 available to apply toward eligible usage charges within Pion at the applicable rates shown or described in the service.

Pion Balance is not:

Cash or legal tender.
A bank or deposit account.
A general-purpose payment account.
A financial investment.

Pion Balance is a contractual right to use eligible Pion services. It can be used only within Pion and cannot be transferred to another user or used with another merchant.

The amount of Pion Balance available to your account is recorded in Pion’s authoritative server-side billing ledger. If the Balance displayed on your device is outdated, unavailable, or inconsistent with Pion’s server-side billing records, Pion’s server-side billing records control.

2. Adding Pion Balance

Pion may offer purchase options that add specified amounts of Pion Balance to your account.

Before you complete a purchase, Pion or the platform processing the purchase will display applicable transaction information, which may include:

The total purchase price.
The amount of Pion Balance that will be added.
Applicable taxes or fees.
The currency in which you will be charged.
Other material purchase terms.

The purchase price may differ from the amount of Pion Balance added to your account. The purchase price and the resulting amount of Pion Balance will be disclosed before purchase.

Available purchase options, prices, taxes, fees, supported currencies, payment methods, and availability may vary by platform, country, or region. Pion may change these prospectively.

Apple Purchases

On iOS, purchases offered through Apple In-App Purchase are processed by Apple.

Apple controls:

Payment authorization.
Charges to your payment method.
App Store receipts and purchase records.
Payment-method issues.
App Store refund decisions.

Pion Balance is added after Pion receives and verifies confirmation of the completed purchase.

If a completed purchase appears in your Apple purchase history but the corresponding Pion Balance does not appear in your account, contact support@pion.social. Include the approximate purchase date and the relevant Apple transaction information shown on your receipt. Do not send your full payment-card number, password, or authentication code.

Web Purchases

Where available, Pion may offer a web checkout through its billing and payment service providers. Those providers process the payment and may provide the receipt or purchase record.

Pion Balance is added after Pion receives and verifies confirmation of the completed web purchase. If a completed web purchase does not appear in your Pion account, contact support@pion.social using the email address associated with your Pion account and include the transaction information shown on your receipt.

3. Using Pion Balance

Eligible usage charges are deducted from your available Pion Balance. The amount charged may depend on factors including:

The selected AI model.
The applicable AI provider.
Input and output size.
Images and other supported attachments.
Tool usage.
Processing requirements.
Other usage-related factors disclosed through Pion.

Pion calculates and records usage at precision smaller than one cent. Individual charges and your remaining Balance may therefore include fractions of a cent.

Pion may round amounts displayed in certain summaries for readability. Pion’s server-side billing ledger records the amount used for billing and balance calculations.

When Pion displays an estimated usage cost before or during a request, the estimate is informational. The final charge may differ based on actual measured usage, including the length of the generated output, attachments processed, tools used, and other work performed to complete the request.

Pion may change available models, providers, usage rates, or pricing methods prospectively. Changes do not retroactively alter completed transactions recorded in your billing history.

You can review your current Pion Balance and available purchase, usage, refund, and adjustment history through the billing features provided in the app.

4. Expiration, Transfers, and Cash Value

Unless Pion expressly states otherwise:

Pion Balance does not expire.
Pion Balance is non-transferable.
Pion Balance cannot be sold or exchanged between users.
Pion Balance has no cash value outside Pion.
Pion Balance cannot be redeemed for cash, except where required by applicable law.
Pion Balance cannot be used to purchase goods or services outside Pion.

Pion Balance is separate from contributor earnings, payouts, revenue allocations, or other amounts that may become available under separate program terms.

Pion may correct or adjust a Balance when reasonably necessary to address:

A duplicate grant.
A reversed transaction.
An approved refund.
A chargeback.
Fraud or unauthorized activity.
A technical or accounting error.
Another documented billing discrepancy.

Pion will record applicable adjustments in its server-side billing ledger.

5. Final Sales and Refund Eligibility

Except where required by applicable law or permitted by the platform that processed the purchase, completed Pion Balance purchases are final and non-refundable.

The following circumstances do not automatically create a right to a refund:

Purchasing more Pion Balance than intended.
Changing your mind after completing a purchase.
Failing to use some or all of your Balance.
No longer wanting to use Pion.
Deleting your account.
A model, provider, price, or feature changing after completed usage.

Refund eligibility may depend on:

The platform that processed the payment.
The country or region in which the purchase was made.
The reason for the request.
Whether the purchased Balance has been used.
The status of the transaction.
Applicable consumer-protection law.

6. Requesting an Apple Refund

Refund requests for App Store purchases must be submitted using the refund methods Apple makes available, including Apple’s Report a Problem service. The request generally must be submitted through the Apple Account that completed the purchase.

Apple determines:

Whether the purchase qualifies for a refund.
Whether the refund is approved or denied.
How long the review takes.
When an approved payment reversal is completed.

Pion cannot directly approve, issue, guarantee, override, or accelerate an Apple refund. If Apple cannot locate the charge or its refund tools are unavailable, contact Apple Support.

Pion support can help identify a Pion Balance purchase or account entry, but Pion cannot directly refund a charge processed by Apple.

7. Requesting a Web-Purchase Refund

For Pion Balance purchased through a web checkout, contact support@pion.social from the email address associated with your Pion account. Include the approximate purchase date and the transaction information shown on your receipt.

Pion will review the request under this Policy, the rules of the payment platform, and applicable law. Pion does not guarantee that a web-purchase refund request will be approved.

8. Information Provided to Apple

When you submit an App Store refund request, Apple may ask Pion for information concerning the delivery or consumption of the associated purchase.

Pion provides this information only when you have enabled the account-level refund-information setting described in our Privacy Policy.

With that setting enabled, Pion may provide Apple with information such as:

Whether the purchase was successfully delivered.
Whether information about the purchase’s functionality was available before purchase.
The extent to which the associated purchase appears to have been consumed.
Pion’s preferred outcome for the refund request.

Pion may use your remaining Pion Balance and relevant transaction status to determine its preferred outcome. Pion will generally recommend approval when enough Pion Balance remains to remove the full amount added by the purchase. Pion will generally recommend denial when the remaining Balance is insufficient to remove that amount because some or all of the purchased Balance has been used.

Pion may provide a different recommendation when reasonably necessary to address:

A duplicate transaction.
A technical or delivery error.
Suspected fraud.
Unauthorized account activity.
An account-security incident.
A legal requirement.
Another unusual transaction circumstance.

Pion’s recommendation does not control Apple’s decision. Apple may approve or deny a refund regardless of Pion’s preferred outcome.

Pion uses the verified App Store transaction identifier when responding to Apple. Pion does not include the following merely to provide purchase-consumption information:

Your chats.
Your prompts.
Your private messages.
The text of your conversations.
Your exact Pion Balance.
Your itemized Pion usage history.

You can enable or disable Pion’s account-level refund-information setting through the billing settings made available in the app.

When the setting is enabled, Pion may respond to eligible Apple requests for purchase-consumption information as described in this Policy and our Privacy Policy.

You may withdraw your consent by disabling the setting. If you withdraw consent before Pion has sent an eligible response to Apple, Pion will cancel eligible responses that have not yet been sent and restore any provisional Balance adjustment made solely in connection with the canceled response.

Withdrawal cannot:

Retract information already transmitted to or accepted by Apple.
Cancel the refund request you submitted to Apple.
Require Apple to disregard information it already received.
Reverse a refund decision already made by Apple.

Disabling the setting does not prevent Pion from processing purchase and refund information when reasonably necessary for account administration, fraud prevention, security, legal compliance, or financial reconciliation.

10. Balance Adjustments During a Refund

While an App Store refund request is pending and the refund-information setting is enabled, Pion may temporarily reserve or deduct the amount of Pion Balance associated with the purchase. This temporary adjustment helps prevent the same value from being used while Apple considers whether to return the purchase price.

A temporary Balance adjustment does not mean that Pion or Apple has approved the refund.

When Pion receives a verified outcome from the payment platform:

If the refund is granted, Pion may permanently remove the corresponding amount of Pion Balance that remains available.
If an App Store refund is denied, Pion will restore Balance deducted solely because the request was pending.
If a previously granted refund is reversed, Pion may restore Balance previously removed in connection with that refund.
If Pion cancels an unsent Apple response after you withdraw consent, Pion will restore any provisional Balance adjustment made solely for that response.

Balance already consumed before a refund request may no longer be available to remove.

If a payment platform grants a refund after some or all of the associated Balance has already been used, Pion may record the resulting discrepancy in its server-side billing ledger and review the account for billing reconciliation, fraud prevention, support, security, or legal compliance.

A refund does not entitle you to retain both the returned purchase price and the full Pion Balance or services associated with that purchase.

11. Billing Errors and Unauthorized Activity

Contact support@pion.social if you believe:

A completed purchase did not add the correct Pion Balance.
The same purchase was added more than once.
A Balance adjustment was made incorrectly.
A usage charge was recorded incorrectly.
Your account or purchase may have been affected by unauthorized activity.
The Balance displayed in the app does not match your transaction history.

To help Pion investigate, include:

The email address associated with your Pion account.
The approximate purchase or transaction date.
The purchase option or amount involved.
The relevant transaction identifier, if available.
A brief description of the issue.

Do not send:

Your password.
A full payment-card number.
A card security code.
An authentication code.
Information unrelated to the billing issue.

For App Store payment-method issues, refund eligibility, refund status, or an unrecognized Apple charge, use Apple’s purchase-history, refund, and support tools.

Pion may temporarily restrict purchases or paid usage while suspected fraud, unauthorized activity, or a material billing discrepancy is investigated.

12. Account Deletion

Deleting your Pion account permanently forfeits any remaining Pion Balance associated with the account, except where applicable law requires a different result.

After account deletion, forfeited Balance cannot be:

Recovered.
Transferred to another account.
Used for Pion services.
Redeemed for cash, except where required by applicable law.
Refunded merely because the account was deleted.

If you have a pending purchase, billing, chargeback, or refund issue, you should resolve it before deleting your account.

Deleting your account does not cancel a refund request already submitted to a payment platform and does not prevent Pion from making adjustments associated with a verified refund, reversal, chargeback, or billing discrepancy.

Pion may retain limited purchase, usage, refund, fraud-prevention, reconciliation, and billing-ledger records where reasonably necessary for:

Legal compliance.
Financial and tax records.
Fraud prevention.
Security.
Dispute resolution.
Enforcement of the Terms of Use.
Transaction reconciliation.

Our Privacy Policy provides additional information about retention and account deletion.

13. Changes to This Policy

Pion may update this Policy as its services, payment platforms, laws, or billing practices evolve. The current version will identify its effective date.

Material changes may be communicated through the app, website, email, or another reasonable method. Changes apply prospectively unless applicable law requires otherwise.

Where required by law or platform rules, Pion may request renewed acceptance or provide additional notice before a material change becomes effective.

If you do not agree to an updated Policy, you must stop adding or using Pion Balance and may need to stop using affected Pion services.

14. Contact

For questions about Pion Balance, missing purchases, usage charges, balance adjustments, or billing entries, contact:

Pion Social, Inc.
1178 Broadway, 3rd Floor #3591
New York, NY 10001

Email: support@pion.social
Website: pion.social