Refunds
Pathnook Refund Policy
Effective date: April 14, 2026
1. Policy approach
Pathnook uses a consumptive-usage approach. Refund eligibility depends on whether a diagnosis credit, generated report, or recurring-plan benefit has already been consumed. This approach is intended to reduce confusion for AI-assisted software where value is delivered through completed workflows rather than shipped physical goods.
2. One-time diagnosis purchases
Unused one-time diagnosis credits may be reviewed for refund within 7 days of purchase. Once a diagnosis has been completed, a report has been generated, or the credit has otherwise been consumed, refunds are generally not available except for duplicate charge, technical failure, billing error, unauthorized charge confirmed after review, or legal requirement.
3. Subscription plans
Monthly and annual plans renew automatically until canceled. Refund review for recurring plans is generally limited to the first 7 days of the initial billing cycle, subject to actual usage and local law. After a recurring plan has already delivered substantial access, report continuity, or historical retention, refunds are generally not granted for elapsed billing periods.
4. Exceptions and review factors
Pathnook may review refunds outside the standard rule for duplicate charges, technical failures that blocked normal use, obvious billing mistakes, unauthorized charges confirmed after review, or where refund is required by law. Actual usage, diagnosis completion, report delivery, household access history, and available billing records may all be considered during the review.
5. Freemius coordination
Freemius acts as Merchant of Record for checkout, invoicing, payment methods, renewals, and cancellation. If the payment was processed through Freemius, refund review and fulfillment may require coordination with Freemius before the final outcome is confirmed. Pathnook can review product access, entitlement sync, and usage history, while Freemius may control the underlying billing record.
6. How to request a refund
Email admin@pathnook.com with the purchase email, order date, and a short description of the issue. Pathnook aims to reply within 2 business days. When needed, Pathnook may request more information to confirm usage state, technical failure, duplicate charge, or ownership of the billing record.