Refund and Cancellation Policy

This policy applies to a first full analysis priced at SAR 60, reanalysis of the same project priced at SAR 30, and another customized digital analysis whose order states that this policy applies.

Read it with the Terms of Use and the order summary shown before payment. If a documented promotion provides a more favorable right, that right applies only to the eligible order. Nothing here restricts a mandatory right that applicable law does not permit us to waive.

Pitchk analysis is not a standard file sent to every customer. It is a digital service performed on your deck, project stage, and selected purpose. Once it begins, technical resources read, classify, and extract evidence from your file and construct an output that cannot be returned to inventory.

For that reason, the boundary is the actual start of processing rather than the moment you first open the report. The platform presents an affirmative notice before that boundary so you understand that performance begins immediately after verified payment.

Processing begins when the paid transaction or authorization is verified and the job moves from confirmation into the analysis queue or active processing. The journey may perform file readability and type preflight before this point.

Entering project data, uploading a file, or reaching the review page does not by itself begin paid analysis. If a payment is unverified or the order remains pending without entering processing, we review its actual status before applying the non-refundable rule.

Before confirmation, the platform states that customized processing makes the fee non-refundable except in the cases listed here or required by law.

After processing begins, the fee is non-refundable because performance of the customized service is underway. Logging out, closing the browser, deleting a local file, or not opening the completed output does not undo processing already performed.

If analysis begins and then stops because of our technical failure, we do not automatically reject the request; we follow the retry, repair, or eligible-refund path below.

If you paid but processing has not begun and you received no benefit, contact us promptly. We verify the payment and job state and process cancellation and refund where required by law or accepted operationally.

If a transaction is pending with the payment provider, we may wait for its status rather than create a second charge or refund an amount that never settled. Do not pay again before verification if you see a debit but no completed order.

We review refunds seriously where the issue concerns charging or fulfilment rather than the investment opinion reflected in the report.

• A duplicate debit for the same order caused by a technical error or repeated confirmation.
• A settled charge where processing did not begin and no service benefit was received, where law requires cancellation.
• Pitchk fails to deliver a usable report and a reasonable retry does not succeed.
• The report is technically corrupted or inaccessible and cannot be repaired or replaced.
• A proven Pitchk fault links the result to a different uploaded file.
• Delivery delay creates a cancellation and refund right under applicable law, unless caused by force majeure or a validly agreed alternative period.
• Any other mandatory right that applicable law does not allow the parties to exclude.

The following are not service defects where Pitchk processed the confirmed file and delivered a usable analysis of the requested type.

• Disliking the score, readiness label, or tone of a finding.
• A founder, adviser, or investor reaching a different opinion.
• Expecting funding, acceptance, or a particular valuation and not receiving it.
• Discovering after processing that you uploaded an old, incomplete, or different version.
• Missing evidence or unverifiable numbers in the submitted deck.
• Omitting an optional video and then expecting a delivery score.
• Closing the browser, signing out, or clearing site data after processing begins.
• Not reading the report or not applying its recommendations.
• Changing your mind after the customized service was performed.

Pitchk performs preflight to reduce the risk of treating an arbitrary document as an investor deck. It may reject unreadable or unrelated files, and may ask you to confirm a capped conversion review for adjacent content.

If you disregard the file name, preview, or warning and confirm processing of the wrong file, that is normally not refundable after processing begins. You may purchase analysis for the correct file. If our system processes a file different from the one you confirmed because of our error, the eligible technical-fault rule applies.

Reanalysis is a separate service performed on a new version of the same project. The same non-refundable rule applies after its processing begins. Payment does not guarantee that the score will rise; it may remain stable or fall where evidence changes or contradictions appear.

A materially different project may not qualify for the reanalysis price. We may stop the order or request the price difference before processing rather than create a misleading comparison.

When analysis fails, we first determine whether the cause is a damaged, encrypted, unsupported file or a Pitchk/provider incident. We may ask for a fresh PDF export or upload where successful processing depends on a readable source.

Where the fault is ours, we retry the job without a new charge. If a valid report cannot be delivered after a reasonable attempt, the order becomes refund-eligible. A generic or incomplete output withheld by our internal quality gate is not treated as valid delivery.

Email support@pitchk.io from the address associated with the account. Use “Refund request” in the subject and include the transaction reference, project name, approximate payment date, and a concise description of the issue.

Do not send a full card number, security code, OTP, IBAN, or identity document. We may request a screenshot after you conceal sensitive data. We aim to provide an initial response within two business days; technical investigation and payment-provider reconciliation may take longer.

We check the account and reference match, payment status, processing-start timestamp, job state, presence of a usable result, and relevant technical logs. We may compare request and file fingerprints without accessing more content than necessary.

Acceptance depends on the facts, this policy, and mandatory rights. If declined, we explain the reason in understandable terms. Where repair or no-cost re-performance is a fair and permitted remedy, we may offer it instead of a refund.

An approved refund returns to the original payment method where possible. We do not redirect it to a different account or card based on an unverified message. A secure alternative may be needed where original-method refund is legally or technically unavailable.

After approval and submission, the time for funds to appear depends on the payment provider, bank, and card network and is outside Pitchk's direct control. We will provide the available reference or status rather than promise an unverified number of days.

We do not issue a partial refund merely because you used only part of the report; analysis is delivered as one service. We may offer a credit or no-cost reanalysis as an optional commercial resolution in a specific case, but that does not create an ongoing right or amend the policy for other customers.

If you do not recognize a transaction, contact us promptly so we can investigate and prevent further use. If you initiate a bank chargeback, the associated order or account may be suspended while the status is resolved and a double refund is prevented.

Unauthorized payment use, misleading refund evidence, or consuming the service and then fraudulently disputing it may result in suspension and exercise of available legal rights.

If we anticipate a material delay, we seek to notify you through the platform or email. Rights provided by Saudi E-Commerce Law for delay not caused by force majeure remain protected. A refund may not arise where delay is caused by an unreadable file, missing information from you, or an event outside reasonable control, depending on the facts and law.

This policy describes our commercial practice and does not exclude a right granted by applicable law that cannot be waived. This includes cancellation within the statutory period where the service has not been used or benefited from, and applicable rights for non-performance or delay, subject to the law's conditions and exceptions.

If a provision conflicts with a mandatory right, that right applies to the necessary extent and the rest of this policy remains effective.

We may update this policy as the service, payment flow, or law changes. The version published at order time applies to that order unless law requires a more favorable or mandatory rule. The last-updated date will remain visible.

ALWALEED KHALID ALKHLAIWI Establishment Commercial — Pitchk, Jeddah, Kingdom of Saudi Arabia. Email: support@pitchk.io. Telephone and WhatsApp: +966 50 727 0897.