Refund Policy
The Pending — Agency, Community and App
Version: 22 October 2026
B2B advertising credits purchased under the Partnership Program are governed by the separate Partnership Terms. The voluntary 14-day guarantee below does not apply to those credits; statutory remedies and previously agreed rights remain unaffected.
1. Scope and Purchase Source
This policy covers subscriptions, purchased Pen credit packs, offered add-ons and enterprise purchases to the extent not separately agreed. Check your receipt: direct website purchases are made from The Pending GmbH and processed through Stripe; Apple App Store and Google Play purchases use the relevant store's billing and contractual arrangements. RevenueCat synchronises app entitlements and is not a separate payment store.
The price, currency, taxes, billing interval and renewal terms displayed before ordering apply. Deleting your account or uninstalling the app does not automatically cancel an Apple or Google subscription.
This policy applies to purchases made under it. Publication before a feature launches does not create a purchase or replace more favourable rights agreed for an earlier order.
2. Statutory Withdrawal Rights
If you are a consumer with a statutory withdrawal right for a direct purchase, you may withdraw within 14 days without giving a reason. For a service contract, the period starts on conclusion subject to proper statutory information. Send an unambiguous statement to The Pending GmbH, Nestroystraße 13, 81373 Munich, Germany, or service@thepending.app. You can also use our electronic withdrawal function. Sending the notice before the deadline is sufficient. You may use the model form below, but you do not have to.
On valid withdrawal we reimburse payments covered by it without undue delay and no later than 14 days after receiving the withdrawal, using the original payment method unless expressly agreed otherwise without cost to you. A legally permissible amount for services supplied before withdrawal may apply only if its statutory conditions are satisfied, including the required express request and information. Early access or consumption of Pens alone does not establish those conditions. Digital content and services can have different rules; this policy does not apply an automatic credit deduction to every consumer withdrawal.
For a paid service, the withdrawal right ends early only on full performance and where the required prior express consent to early performance and acknowledgement of that consequence have been obtained. For paid digital content not supplied on a physical medium, early expiry requires the legally required express consent to starting supply, acknowledgement of loss of the right and contract confirmation. We do not treat ordinary acceptance of our Terms or consumption of Pens as supplying those separate declarations.
Cancellation, withdrawal, a defect remedy and a discretionary refund are different rights. Mandatory rights always take priority, including where they are more favourable than this policy.
3. How to Request a Refund
For a direct web purchase, contact service@thepending.app with your account email, purchase date and transaction reference. State whether you are exercising withdrawal, reporting a defect or asking under the additional guarantee. You do not have to give a reason for statutory withdrawal. Do not send full card details or passwords.
4. Additional 14-Day Guarantee for Unused Direct Web Purchases
For direct web purchases made under this policy, we offer a voluntary refund guarantee if you contact us within 14 days of purchase and the purchase is completely unused. For a purchased Pen pack, no Pens from that pack may have been consumed. For a subscription or add-on, no purchased service or benefit may have been used.
Used purchases do not qualify for this additional voluntary guarantee. That does not automatically remove or reduce statutory withdrawal, defect or other mandatory rights. A partly consumed Pen pack is not automatically excluded from statutory remedies.
For future purchases, we do not offer an additional prorated annual-subscription refund on days 15–60, an unused-renewal concession within 48 hours, or a separate outage guarantee after 48 hours. More favourable promises already made for an earlier purchase remain applicable. Statutory remedies for service failures remain unaffected.
Goodwill, referral and feedback Pens are not refundable cash purchases. Store purchases follow the store routes below, subject to mandatory rights.
5. Payment Errors and Service Problems
Duplicate charges are corrected in full; an overcharge is corrected by the excess amount. If access was never activated or purchased credits were never supplied, we provide the missing service or the appropriate refund. Incorrect credit deductions are restored or refunded. Earlier contractual promises about outage credits or refunds remain enforceable for the purchases to which they apply. Contact us promptly about unauthorised charges so the transaction can be investigated and the account secured; mandatory payment rights remain unaffected.
A complaint about AI output is assessed against the service promised and applicable defect rights. We do not categorically exclude remedies merely because a feature uses AI.
6. Apple App Store and Google Play
Apple. Request a store refund through Apple's Report a Problem service; see Apple's refund instructions. Manage cancellation in your Apple subscription settings. Apple determines its refund route and eligibility subject to applicable law.
Google Play. Use Google Play's refund process and subscription management. Region-specific rights and Play policies apply. We can assist with transaction identification and developer-side handling where available.
Send us the store, product, transaction reference and Pending account email if a payment succeeded but access is missing. Do not send full card numbers or passwords. A refund or revocation can remove the associated entitlement; restoring a purchase does not guarantee restoration of consumed one-time credits.
7. Cancellation and Contact
Cancel direct web subscriptions in account billing, through the public cancellation function or by emailing service@thepending.app. Cancellation is normally effective at the end of the paid period unless an earlier mandatory right applies. For a German consumer contract continuing after its initial term, statutory limits on renewal and notice periods take priority.
For assistance, email service@thepending.app with your account email, purchase date, channel and product. A reason is optional for withdrawal. We aim to respond within three business days; this does not extend a statutory refund deadline. Bank or store posting times can differ after a refund is issued.
8. Model Withdrawal Form
To: The Pending GmbH, Nestroystraße 13, 81373 Munich, Germany, service@thepending.app.
I/We hereby withdraw from my/our contract for the provision of the following service: [service].
Ordered on: [date].
Name of consumer(s): [name].
Address of consumer(s): [address].
Date: [date].
Signature of consumer(s), only if sent on paper: [signature].
9. Changes and Applicable Law
German law applies subject to mandatory consumer protections in your country of habitual residence. Changes do not retrospectively reduce an existing refund promise. A change affecting an existing contract requires a valid basis; continued use alone is not general acceptance. We are neither obligated nor willing to participate in proceedings before a consumer arbitration board under § 36 VSBG.