Refund Policy
THE PENDING AGENCY
Effective date: 31 August 2026. This policy covers all paid products on The Pending Agency platform — monthly and yearly subscriptions (manager and artist plans), one-time credit packs, the Teams add-on, and individually agreed Enterprise plans. Prices in EUR.
Who you buy from — All purchases on the Platform are made directly from The Pending GmbH (Nestroystraße 13, 81373 Munich, Germany), which is the seller and merchant of record. Payments are securely processed on our behalf by Stripe Payments Europe, Ltd. ("Stripe") as our payment processor. Stripe never becomes your contractual counterparty; your purchase contract is with The Pending GmbH. No payment card details are stored on our servers.
1. Statutory Right of Withdrawal (Consumers) and Our 14-Day Refund Guarantee
If you are a consumer in the EU/EEA, you have a statutory right to withdraw from your purchase within 14 days without giving any reason. We extend the same 14-day guarantee to every customer — consumer or business, EEA-resident or not: request a full refund within 14 days of purchase, with no conditions, regardless of whether you have started using the Platform. To exercise it, contact support (Section 5). A model withdrawal form is set out in Section 7; using it is not mandatory — an unambiguous statement, such as an email, is enough.
Immediate performance and value adjustment for consumed credits — Subscriptions and credit packs are activated immediately after purchase. At checkout you expressly request that we begin performance before the withdrawal period ends, and you acknowledge that where you consume PEN credits during that period, a refund may be reduced by the value of the credits actually consumed, in proportion to the total purchased (Art. 14(3) Consumer Rights Directive 2011/83/EU; §§ 356(5), 357a BGB). This is not a condition on, and not a waiver of, your right to withdraw. If no credits were consumed, the refund is full.
Example — A €50 credit pack of 1,000 credits, withdrawn on day 10 after 200 credits were used → refund of €50 − (€50 × 200/1,000) = €40.
Nothing in this policy limits or replaces your statutory rights, including your statutory warranty rights and your consumer right of withdrawal. Where this policy is more generous than the law, the more generous rule applies.
2. Refund Rules by Product
2a. Monthly Subscriptions
| Situation | Refund Outcome | How |
|---|---|---|
| Within 14 days, no credits used | Full refund | Contact support — issued within 5 business days |
| Within 14 days, credits consumed | Full refund minus value of consumed credits | Contact support — value adjustment per Section 1 |
| After 14 days, any point in billing cycle | No refund for the current period | Cancel to stop renewal; access continues to period end |
| Renewal you forgot to cancel | Goodwill one-time refund if unused that cycle | Contact support within 48 hours of the charge |
You can cancel at any time — in the billing portal in your account settings, or through the cancellation button on our website, which works without logging in. Cancellation stops future charges; access continues until the end of the paid period. Cancellation does not by itself refund the current period beyond the 14-day window.
2b. Yearly Subscriptions
| Situation | Refund Outcome | How |
|---|---|---|
| Within 14 days, no credits used | Full refund | Contact support — within 5 business days |
| Within 14 days, credits consumed | Full refund minus value of consumed credits | Contact support — value adjustment per Section 1 |
| 15–60 days (early cancellation) | Pro-rated for remaining full months, minus €10 processing fee | Contact support — case by case |
| After 60 days | No refund; cancel to stop auto-renewal | Billing portal or cancellation button |
Pro-rated calculation (after the 14-day window): (annual price ÷ 12) × remaining full months. Partial months are not refunded. The €10 fee never reduces a statutory withdrawal refund (Section 1) or a non-discretionary refund (Section 3).
Example: Professional Yearly (€767.88/yr), cancelled after 3 months → (€767.88 ÷ 12) × 9 = €575.91, minus the €10 fee.
2c. One-Time Credit Packs
| Situation | Refund Outcome | How |
|---|