Refunds and Complaints - Picvelo

Refunds and Complaints Policy

Service operator: Jakub Ciepielowski.

1. Scope

This policy covers Picvelo's paid services: Pro and Studio subscriptions (monthly and annual), one-off payments, and add-ons (e.g. extra storage).

2. Right of Withdrawal (14 Days)

If you are a consumer, you have the right to withdraw from the contract within 14 days of entering it, without giving a reason.

Picvelo is a digital service provided immediately. By starting to use paid features before the 14 days elapse, you request immediate provision of the service and acknowledge that you lose the right of withdrawal for the part already performed. A proportional charge may apply for the period actually used.

3. Cancelling a Subscription

You can cancel your subscription at any time from your account. After cancellation, paid features remain active until the end of the paid billing period — we do not charge again, and as a rule we do not refund the current period on a pro-rata basis.

4. Annual and One-Off Payments

Annual and one-off payments (e.g. via BLIK/Przelewy24) cover the entire purchased period. Once it has started, refunds apply only to the extent of the right of withdrawal (section 2) or complaint rules (section 6).

5. How to Request a Refund

Email [email protected] with your account email and the reason for your request. We will process it without undue delay, within 14 days at the latest.

6. Complaints

If the service is faulty, you have the right to file a complaint. Send your request to [email protected] describing the problem. We will respond within 14 days. Refunds are issued using the same payment method that was used (via Stripe), unless agreed otherwise.

7. Out-of-Court Dispute Resolution

Consumers may use out-of-court complaint and redress mechanisms, including the European Commission's ODR platform.