Refund Policy

Last updated: 2026-07-27

This policy explains how refunds work for energy purchased in Piccard. By buying an energy top-up, you agree to this policy alongside our Terms and Privacy Policy.

How energy works

Piccard uses a prepaid "energy" balance, not a subscription.

Free starter energy. A one-time grant of 50 energy is credited to your device when you first start using the Service. It costs nothing.
Energy top-ups. You may buy additional energy at any time as one-time purchases: $5 for 500 energy, $10 for 1,200 energy, $20 for 2,700 energy (USD). Larger packs include a volume bonus.
Energy does not expire and reviewing cards you have already made is free.

One unit of energy funds one AI generation. Some features cost more than one unit; any higher cost is shown before you use the feature.

No subscription, nothing to cancel

There is no recurring subscription, automatic renewal, or periodic billing. Each top-up is a single charge that happens only when you choose to buy. Because nothing renews, there is nothing to cancel and no "partial billing period."

Your consumer rights

Our services come with guarantees that cannot be excluded under applicable consumer-protection law (for example, the Australian Consumer Law). You may be entitled to a refund or compensation for a major failure, or to have the service remedied for any other reasonably foreseeable failure. Nothing below limits or excludes these rights. If you believe we have failed to deliver the service with due care and skill, contact us at support@piccard.app and we will work with you to resolve it.

Refunds

General stance (subject to your non-excludable consumer rights): energy top-ups are non-refundable. Energy is digital content delivered to your account immediately on payment, and the free starter energy lets you evaluate the full app before buying anything.

We make good-faith exceptions in the following cases:

First top-up. If you contact us within 7 days of your very first energy purchase and we can see minimal or no use of the purchased energy, we will refund it and remove the remaining purchased energy from your account.
Billing errors. Duplicate charges, a charge for a pack you did not select, or any charge you did not authorise — report it and we will investigate and refund confirmed errors.
Service outage. A documented multi-day outage that materially prevented use of the Service.

Requests for exceptions should go to support@piccard.app with your account email and the date of the charge.

EU / UK right of withdrawal

Under the EU Consumer Rights Directive (and the equivalent UK regulations), consumers normally have a 14-day right to withdraw from a distance contract for a full refund.

However, this right does not apply once digital content has been supplied with your prior express consent and acknowledgment that you thereby lose the right of withdrawal. Energy is digital content delivered to your account immediately upon payment.

By buying an energy top-up, you expressly consent to the immediate delivery of the digital content and acknowledge that doing so waives your 14-day statutory right of withdrawal. This waiver takes effect the moment the energy is credited to your account.

This mirrors the statutory exception for digital content and is the standard pattern for prepaid digital credits in the EU/UK.

Billing errors and unauthorised charges

If you believe a charge is incorrect, duplicate, or unauthorised:

Contact support@piccard.app with the charge date, amount, and your account email.
We will investigate and respond within a reasonable timeframe.
Confirmed billing errors are refunded in full.

Chargebacks

Please contact us at support@piccard.app before initiating a chargeback or payment dispute with your bank or card issuer. Most issues can be resolved directly and faster than a chargeback.

Because energy is delivered immediately and can be consumed before a dispute is raised, initiating a chargeback after using purchased energy is treated as a dispute of a charge you authorised. In that situation we may, at our discretion, suspend your account and forfeit any remaining energy balance. This does not affect your non-excludable consumer rights.

Free starter energy

The free starter energy costs nothing. There is nothing to refund. If you only ever used the free starter energy, no payment was taken.

Price changes

If we change energy pack prices or sizes, we will show the current prices in the Service before you buy. A price change does not affect energy you have already purchased.

Contact

For any question about refunds or billing:

Email: support@piccard.app