Refund Policy

Last updated: March 9, 2026

We are committed to providing high-quality AI document and image processing services. If you are not satisfied with your purchase, please review this refund policy carefully.

This refund policy applies to subscriptions and credit packs purchased through pilio.ai. If there is any inconsistency between this page and other descriptions, the version with the latest update date will prevail.

1. Subscription Refunds

For first-time subscribers to a Pilio paid plan (Pro / Ultra monthly, yearly, or annual pass), we offer a 3-day money-back guarantee:

Within 3 days of your purchase, you may request a full refund to your original payment method
This policy applies only to each user's first subscription order
The 7-Day Pass is a time-limited product and is non-refundable once activated

2. Credit Pack Refunds

Credit Packs are one-time virtual goods:

Credit packs are non-refundable once purchased
Credit packs never expire and are not affected by your subscription status

3. Refund Process

Submit a request: Please send an email to support@pilio.ai
Provide information: In your email, please include your registered email address, order ID, and refund reason (optional, used only to help us improve the product)
Processing time: We typically process refund requests within 1–3 business days
Time to receive funds: After approval, the refund is usually returned to your original payment method within 5–10 business days (the exact time depends on your bank or payment provider)

4. Non-Refundable Situations

In the following situations, we generally do not provide refunds:

Subscription orders beyond the 3-day refund window
Accounts with heavy usage, such as having consumed more than 50% of the included AI credits, or processed more than 100 pages/images in total
Accounts suspended or restricted due to violations of the Terms of Service
Renewal orders, unless you canceled auto-renewal before the charge date but the system failed to process it
Credit pack orders
7-Day Pass (once activated)

If you encounter special circumstances, you can contact us as described above. We will do our best to assist you within the scope permitted by applicable law.

5. Canceling Your Subscription

You can turn off auto-renewal at any time on the "Account Settings" page, or manage your subscription via the Stripe Billing Portal
After canceling, your membership benefits will remain valid until the end of the current billing cycle
We will not charge you for the next billing cycle
Annual Pass and 7-Day Pass are one-time payment products and do not require cancellation