Cancellation & Refunds

1. How to cancel

You can cancel your Pilotium subscription at any time, directly from your account:

1. Go to Dashboard → Billing
2. Click "Cancel subscription"
3. Confirm the cancellation in the confirmation dialogue

The entire process is completed in two clicks. No phone calls, no retention surveys, and no mandatory emails.

Alternatively, you can cancel by sending an email to [email protected]with the subject line "Cancel subscription".

2. When the cancellation takes effect

• Your subscription remains active until the end of the current billing period (monthly or annual)
• You retain full access to all features and data until the period ends
• No further Subscription Fee charges will be made once the current period expires

3. What happens after cancellation

3.1 Campaigns and data

• Active campaigns on the Advertising Platforms (Meta, Google, TikTok, Snapchat) will be automatically paused
• Your dashboard will switch to read-only mode (you can still view your data during the retention period)
• Your data (leads, campaigns, analytics) will be retained for 30 days and then permanently deleted
• Billing history is retained for 7 years due to tax obligations

3.2 Wallet balance

• Uncommitted Wallet balance will be refunded within a maximum of 90 calendar days, in accordance with section 7 of this policy
• Advertising Budget already committed to active or scheduled campaigns on the Advertising Platforms (Meta, Google, TikTok, Snapchat) is strictly non-refundable and irrecoverable under any circumstances. These funds have been spent as third-party costs directly on the Advertising Platforms on the Client's behalf and cannot be reversed by Pilotium. This applies regardless of campaign performance results. Any attempt to reverse card charges (chargebacks) for advertising expenditure already spent will result in immediate and permanent account suspension and may be subject to legal action for recovery of costs.

3.3 Cancellation with outstanding Subscription Fees — Pending Closure

If you submit a cancellation request while one or more Subscription Fees remain outstanding (i.e., a Payment Default is active):

• Your cancellation request is registered and no new Subscription Fees will be charged from the following billing cycle
• Your account enters “Pending Closure” status: read-only access, campaigns remain paused, and your Wallet balance is held and not refunded
• The formal account closure, deletion of your data and any Wallet refund will not be processed until all outstanding Subscription Fees are settled in full
• If the outstanding amount is not settled within 90 calendar days of your cancellation request, Pilotium may proceed to formal account termination, applying your available Wallet balance toward the outstanding amount (partial offset permitted) and pursuing any remaining balance through third-party collection agencies or legal proceedings
• Upon termination, identifiers associated with the account may be added to Pilotium’s restricted accounts register as described in section 10.4 of the Terms and Conditions

4. Reversing a cancellation

Changed your mind? You can reverse a pending cancellation at any time before the billing period ends. Go to Dashboard → Billing and click "Reverse cancellation". Your subscription will continue as normal.

5. Refunds — Subscription Fee (monthly plans)

Monthly subscriptions are billed in advance for each billing period. No refunds are given for partial months or unused portions of a billing period.

Upon cancellation, your subscription remains active until the end of the current billing period. You will not be charged again from that point onwards.

6. Refunds — Subscription Fee (annual plans, 30-day guarantee)

Annual subscriptions include a 30-day money-back guarantee on the initial purchase:

• If you request a refund within 30 days of your first annual purchase, you will receive a full refund of the Subscription Fee
• This guarantee applies only to the first subscription, not to annual renewals
• After the 30-day period, annual plans are not eligible for pro-rata refunds

7. Refunds — Advertising Budget (Wallet)

• Advertising Budget already committed to active or scheduled campaigns on the Advertising Platforms (Meta, Google, TikTok, Snapchat) is strictly non-refundable and irrecoverable under any circumstances. These funds have been spent as third-party costs directly on the Advertising Platforms on the Client's behalf and cannot be reversed by Pilotium. This applies regardless of campaign performance results. Any attempt to reverse card charges (chargebacks) for advertising expenditure already spent will result in immediate and permanent account suspension and may be subject to legal action for recovery of costs
• Upon subscription cancellation, uncommitted Wallet balance will be refunded within a maximum of 90 calendar days, less: (a) spend already committed to active or scheduled campaigns, (b) the management margin corresponding to spend incurred, and (c) any outstanding subscription fees
• Wallet balance does not expire during the term of the subscription

8. How to request a refund

To request a Subscription Fee refund:

1. Send an email to [email protected]with the subject line "Refund request"
2. Include your account email and the reason for your request
3. Alternatively, cancel from the Dashboard → Billing page (for annual plans within the 30-day period, indicate your refund request in a follow-up email)

9. Refund processing

• Subscription Fee refunds are credited to the original payment method within 5-10 business days of approval
• Wallet balance refunds are credited to the original payment method within a maximum of 90 calendar days from cancellation
• You will receive a confirmation email when each refund is processed
• If the original payment method has been cancelled or changed, the Client must inform Pilotium immediately. Pilotium shall not be liable for non-receipt of a refund if the payment method information provided is incorrect

10. Exceptions

• No refunds are granted for services already fully rendered
• If you waived your right of withdrawal during the checkout process (by consenting to immediate access to the service), the EU 14-day right of withdrawal does not apply
• Advertising Budget already committed to active or scheduled campaigns on the Advertising Platforms (Meta, Google, TikTok, Snapchat) is strictly non-refundable and irrecoverable under any circumstances. These funds have been spent as third-party costs directly on the Advertising Platforms on the Client's behalf and cannot be reversed by Pilotium. This applies regardless of campaign performance results. Any attempt to reverse card charges (chargebacks) for advertising expenditure already spent will result in immediate and permanent account suspension and may be subject to legal action for recovery of costs

11. Right of withdrawal (EU consumers)

In accordance with Directive 2011/83/EU, you have the right to withdraw from this contract within 14 days of purchase, without giving any reason.

Important: If during the checkout process you consented to immediate access to the service (by ticking the withdrawal waiver checkbox), you acknowledged that you lose your right of withdrawal once the provision of the service has begun. The service begins immediately upon payment confirmation.

To exercise your right of withdrawal (where applicable), send a clear statement to [email protected].

Model withdrawal form

(Complete and submit this form only if you wish to withdraw from the contract)

To: Digital Technologies OÜ, Calle Conde de Altea 46, 46005 Valencia, Spain — [email protected]

I hereby give notice that I withdraw from the contract for the provision of the following service: Pilotium subscription [plan name]

• Ordered on: [date]
• Consumer name: [name]
• Consumer address: [address]
• Date: [date]

12. Contact

If you have any questions about cancellation or refunds, contact us at [email protected].