Refund Policy
English version of the Pivona refund policy. The Ukrainian text at pivona.io/povernennya-koshtiv is the legally binding one; this page is provided for international users and reviewers.
Revision of 22.09.2026
This Policy forms an integral part of the Public Offer Agreement for providing access to the Pivona service. The Contractor is Sole Proprietor Kyslenko Anastasiia Dmytrivna.
1. Trial Period Instead of Refunds
1.1. Before any payment, every new User is given 30 days of full, free access to the Service. This period makes it possible to evaluate the Service without financial commitment. No payment is charged during the trial period.
1.2. Because the decision to pay is made by the User only after full use of the Service, paying for the Subscription represents a conscious choice to continue using it.
2. General Refund Conditions
2.1. The Service is provided as access to software (a digital service), and that access opens immediately after payment — at the User’s request, which the User confirms with a separate tick on the payment confirmation screen.
2.2. Withdrawal within 14 days. The User has the right to withdraw from the Agreement within 14 calendar days of paying an invoice (Article 13 of the Law of Ukraine “On Consumer Protection”; for Users in the EU and the United Kingdom, also Article 9 of Directive 2011/83/EU). Because access has already been provided, the User pays only for the days used: the part of the amount that corresponds to the unused days of the paid period is refunded. A started day counts as used.
2.2.1. A withdrawal is made with the “Withdraw from the contract” button next to the relevant payment in the “Subscription” section of the Service, or by email to [email protected] from the User’s account. The Contractor confirms receipt by email.
2.2.2. For a pack of extra AI limit (clause 4.6 of the Offer), the amount to be refunded is determined taking into account the limit actually used and is communicated separately.
2.3. After 14 days, or once the service for the paid period has been fully provided, the funds for that period are not refunded, including on a pro-rata basis for unused days. Access is retained until the end of the paid period.
2.4. Currency and amount of a refund. Funds are returned in hryvnia, in the amount actually paid for the relevant invoice, without recalculation at the exchange rate on the date of the refund (for invoices under clause 4.1.1 of the Offer — in the hryvnia amount of the invoice). If the User’s card is in another currency, the User’s bank converts the refunded amount at its own rate; the exchange difference and the fees of the User’s bank are not compensated by the Contractor.
2.5. When paying by one-off invoice for the billing period (method (a) under clause 5.2 of the Offer — the one currently in effect in the Service as of this version), no automatic debits are made: to stop payments, it is enough simply not to pay the next invoice. When paying with recurring debits (method (b) under clause 5.2 of the Offer), cancelling the Subscription stops any further automatic debits.
3. Cases in Which Funds Are Refunded
The Contractor refunds funds in the following cases:
3.1. Erroneous / accidental debit — if the User contacts the Contractor within 7 days of payment and did not actually use the Service during the newly paid period (no active sessions). The funds are refunded in full. This ground applies both to automatic renewal of the Subscription and to a one-off invoice paid by mistake.
3.2. Double / erroneous debit due to a technical cause — the overpaid amount is refunded in full.
3.3. Prolonged unavailability of the Service through the Contractor’s fault — if the Service was unavailable for a significant time during the paid period for reasons attributable to the Contractor, the User is given compensation on request (an extension of the period, or a pro-rata refund).
4. How to Submit a Refund Request
4.1. A request is sent to [email protected] from the account, or from the email address given at registration, stating: – the email / account identifier; – the date and amount of the payment; – the reason for the request.
4.2. The Contractor reviews the request within 5 business days and notifies the User of the decision by email.
4.3. If the decision is favourable, funds are refunded using the same payment method (to the card from which the debit was made) within 7 business days of the decision being agreed. The actual time for the funds to arrive depends on the User’s bank.
4.4. A corresponding outgoing fiscal document is issued for the refund.
5. Contacts
For refund enquiries: [email protected] · pivona.io
Revision date: 22.09.2026