Refund and Cancellation Policy

Overview

Legal Entity: CYBERSKETCH LABS PRIVATE LIMITED
Trading Name: Pentoggle

This Refund and Cancellation Policy outlines the terms for cancelling your Pentoggle account and requesting refunds. Please read this policy carefully to understand your rights and our procedures.

Account Cancellation

How to Cancel Your Account

You may cancel your Pentoggle account at any time by:

1. Email Request: Send a cancellation request to info@pentoggle.com with your account email and reason (optional)
2. Account Settings: Use the account deletion feature in your dashboard (when available)
3. Contact Support: Reach out via WhatsApp at +1 (347) 286-9948

What Happens After Cancellation

When you cancel your account:

• Immediate Effect: Your ability to create new websites will be disabled immediately
• Data Access: You retain access to export your existing projects for 30 days
• Website Hosting: Your published websites will remain live for 30 days after cancellation
• Data Deletion: After 30 days, all your data and websites will be permanently deleted
• Reactivation: You may reactivate within 30 days by contacting support

Before You Cancel

We recommend you:

• ✅ Export all your website projects and code
• ✅ Download any uploaded files or assets
• ✅ Save any important prompts or conversations
• ✅ Update your custom domains to point elsewhere (if applicable)
• ✅ Cancel any active subscriptions (when payment features are enabled)

Refund Policy

General Refund Terms

Refund terms:

• Subscription Model: Pentoggle operates on a subscription basis (monthly)
• Billing: You are charged in advance for each billing period
• Currency: Indian Rupees (INR) for India, US Dollars (USD) for rest of the world
• Payment Methods: Accepted via secure payment gateway (credit/debit cards, UPI, net banking, wallets)

Refund Eligibility

You may be eligible for a refund in the following circumstances:

1. Service Failures

Full Refund if:

• The Service is unavailable for more than 72 consecutive hours
• We fail to deliver core features advertised in your plan
• You are charged incorrectly due to a billing error on our end
• We are unable to provide the Service you paid for

How to Claim:

• Contact us within 7 days of the issue
• Provide details of the service failure
• We will investigate and process refunds within 5-7 business days

2. Subscription Cancellation

Timing Matters:

• Within 7 Days: If you cancel within 7 days of your first subscription payment, you may receive a full refund (subject to fair usage review)
• After 7 Days: No refund for the current billing period; access continues until period ends
• Annual Plans: Partial refunds may be considered on a case-by-case basis if cancelled within 30 days

Fair Usage Policy:

• To qualify for the 7-day refund, you must not have extensively used the Service
• Extensive use is defined as using more than 20% of your plan limits
• This prevents abuse of the refund policy

3. Duplicate or Unauthorized Charges

Immediate Refund if:

• You are charged twice for the same subscription period
• Your payment method was charged without authorization
• A charge occurred after subscription cancellation

Action Required:

• Report the issue within 30 days
• Provide transaction details and proof
• Refund processed within 5-7 business days

Situations Where Refunds Are NOT Provided

You will NOT receive a refund in the following cases:

1. Change of Mind

• Cancelling after the refund period (7 days for new subscriptions)
• Simply not using the Service during your subscription period
• Deciding you don't need the Service anymore

2. User Error or Negligence

• Losing access due to forgotten password or account details
• Deleting your own projects or data
• Not understanding how to use the Service
• Not reading the Terms and Conditions before subscribing

3. Violations of Terms

• Account termination due to violation of our Terms of Service
• Engaging in prohibited activities (see Acceptable Use Policy)
• Using the Service for illegal or harmful purposes
• Abuse of the platform or fraud

4. Third-Party Issues

• Custom domain registration or renewal fees
• Third-party service integration costs
• Fees charged by your bank or payment provider
• Currency conversion charges
• Internet or connectivity issues on your end

5. Partial Period Refunds

• Pro-rated refunds for unused portions of subscription periods (except annual plans within 30 days)
• Refunds for months you didn't fully utilize
• Refunds for features you didn't use

Refund Request Process

How to Request a Refund

Step 1: Contact Us

• Email: info@pentoggle.com
• Subject: "Refund Request - [Your Account Email]"
• Include: Account details, reason for refund, transaction ID

Step 2: Provide Required Information

• Account email address
• Subscription plan and billing period
• Payment transaction ID or receipt
• Detailed reason for refund request
• Screenshots or proof of issue (if claiming service failure)

Step 3: Wait for Review

• We will review your request within 5 business days
• We may ask for additional information or clarification
• You will receive an email with our decision

Step 4: Refund Processing

• Approved refunds are processed within 7-10 business days
• Refunds are issued to your original payment method
• Bank processing may take additional 5-7 days
• You will receive a confirmation email once processed

Refund Processing Time

Note: Processing times may vary depending on your bank or payment provider.

Subscription Management

Monthly Subscriptions

• Billing Date: Same date each month as your initial subscription
• Auto-Renewal: Subscriptions automatically renew unless cancelled
• Cancellation: Cancel anytime; access continues until period ends
• No Pro-Rated Refunds: Cancelling mid-month does not result in refund

Annual Subscriptions

• Billing Date: Once per year on subscription anniversary
• Auto-Renewal: Automatically renews unless cancelled 7 days before renewal
• Cancellation: Cancel anytime; access continues until year ends
• Partial Refunds: May be considered within first 30 days on case-by-case basis

How to Cancel Subscription

To prevent next billing:

1. Log into your Pentoggle account
2. Go to Account Settings → Billing
3. Click "Cancel Subscription"
4. Confirm cancellation
5. You'll receive confirmation email

Chargebacks and Disputes

Our Chargeback Policy

Before Filing a Chargeback:

• Please contact us first at info@pentoggle.com
• Most issues can be resolved quickly without chargeback
• Chargebacks may result in account suspension

If You File a Chargeback:

• Your account will be immediately suspended pending investigation
• Access to the Service will be revoked
• We may contest illegitimate chargebacks with documentation
• If chargeback is found illegitimate, account may be permanently banned
• You may be charged chargeback processing fees (as permitted by law)

Legitimate Chargebacks:

• Unauthorized charges (fraud or stolen card)
• Service not provided as described
• Duplicate charges

Illegitimate Chargebacks:

• "Friendly fraud" (claiming refund after using service)
• Chargeback instead of cancellation
• Chargeback after refund already processed

Special Circumstances

Service Downtime Compensation

If Pentoggle experiences significant downtime:

• Less than 24 hours: No compensation
• 24-72 hours: Service credit for affected period
• More than 72 hours: Full refund for the billing period

How Credits Work:

• Automatically applied to next billing cycle
• Cannot be redeemed for cash
• Valid for 12 months from issue date

Force Majeure Events

We are not liable for refunds during events beyond our control:

• Natural disasters
• War, terrorism, or civil unrest
• Government actions or regulations
• Pandemics or health emergencies
• Internet infrastructure failures
• Third-party service outages

During such events:

• We will extend your subscription by the downtime period
• No refunds will be issued
• Credits may be provided at our discretion

Data Export and Portability

Before Cancellation or Subscription Expiry

You have the right to export your data:

What You Can Export:

• All generated website code (HTML, CSS, JavaScript)
• Your uploaded images and files
• Website content and text
• Project metadata

How to Export:

1. Log into your account
2. Go to each project
3. Click "Export Project"
4. Download the ZIP file containing all assets

Time Limit:

• Export data anytime during active subscription
• 30-day grace period after cancellation
• After 30 days, data is permanently deleted

Contact Us

If you have questions about this Refund and Cancellation Policy, or need to request a refund or cancellation:

We aim to respond to all refund requests within 5 business days.

Policy Updates

We may update this Refund and Cancellation Policy from time to time. When we do:

• We will update the "Last Updated" date at the top
• Material changes will be notified via email
• Continued use after changes constitutes acceptance
• Previous policies may apply to subscriptions purchased before the change

Legal

This Refund and Cancellation Policy is part of our Terms and Conditions and should be read in conjunction with our Privacy Policy. By using Pentoggle, you agree to this policy.

For disputes regarding refunds, refer to the Dispute Resolution section in our Terms and Conditions.