PYLON Refund Policy

This Refund Policy (the Policy) explains when PYLON Film Pty Ltd (PYLON, we, us) issues refunds for paid subscriptions to the PYLON streaming service. It supplements the Terms of Service and the Subscription Agreement. To the extent this Policy and either of those documents conflict, this Policy controls for the matters it covers.

This Policy does not, and is not intended to, exclude or limit any right you have under applicable consumer-protection law that cannot lawfully be excluded, including the consumer guarantees of the Australian Consumer Law, the EU Consumer Rights Directive, the UK Consumer Rights Act, and equivalent US state laws.

1. The general rule

Subscription fees are not refundable once a billing cycle has started, except as set out in this Policy or as required by law.

PYLON is a streaming service charged in advance per cycle. When you pay for a monthly billing cycle and access the Service during that cycle, you have received the value paid for. Cancelling mid-cycle does not entitle you to a partial refund of the unused portion. You retain access through the end of the cycle.

2. Statutory exceptions

The following rights apply regardless of anything in this Policy.

2.1 Australian Consumer Law

If you are an Australian consumer for the purposes of the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)), the consumer guarantees apply, including the guarantees as to:

• acceptable quality (s 60);
• fitness for disclosed purpose (s 61);
• supply within a reasonable time (s 62);
• due care and skill (s 60); and
• compliance with description (s 56).

If a major failure of the Service occurs (for example, a multi-day outage of paid features that we cannot remedy promptly), you are entitled to a refund or to terminate the Subscription and recover compensation for any reasonably foreseeable loss. If a non-major failure occurs, we will remedy it within a reasonable time (for example, by issuing a credit or restoring service); if we do not, the failure may be elevated to a major failure under s 259.

2.2 EU Consumer Rights Directive (CRD)

If you are an EU consumer who entered into the Subscription as a distance contract, you have a fourteen (14) day right of withdrawal under Article 9 CRD, subject to the digital-content exception in Article 16(m): the right of withdrawal is lost once the supply of digital content has begun, where you have given prior express consent to begin supply within the cooling-off period and acknowledged that you lose the right of withdrawal. We rely on this exception only where we have actually obtained that consent: when digital purchases are open, checkout requires you to tick a consent box, agreeing to the immediate start of the service and confirming that you understand the right of withdrawal is lost once streaming begins, before your purchase can complete. If that consent was not collected at your checkout, we do not rely on the exception against you. If you have not yet begun streaming during the cooling-off period, the right of withdrawal remains and you may exercise it by emailing [email protected] within fourteen (14) days of the start of the Subscription.

2.3 UK Consumer Rights Act 2015

If you are a UK consumer, the digital-content rights of the Consumer Rights Act 2015 apply: digital content must be of satisfactory quality, fit for purpose and as described. If it is not, you may require a repair or replacement (s 43); if that fails, you have a right to a price reduction (s 44). Cooling-off rights and their loss through immediate-supply consent are governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reg. 37(1).

2.4 California and other US states

The California Automatic Renewal Law (Cal. Bus. & Prof. Code §17602) requires clear disclosure of auto-renewal, and we provide it. If we fail to provide a required disclosure, refund or notice, you have the remedies set out in §17604, including possible refund. Equivalent provisions apply in NY, IL, OR, VT, DC and other states.

3. Misbilled or duplicate charges

If you have been charged in error, including duplicate charges, charges after a confirmed cancellation, charges on the wrong plan or in the wrong currency, we will issue a full refund of the incorrect amount within thirty (30) days of confirmed report.

To report a misbilled charge, email [email protected] with:

• the email address on the Account;
• the date and amount of the charge;
• the last four digits of the card used (or the Stripe receipt number); and
• a brief description of why you believe the charge is incorrect.

We may ask for additional information to verify the charge against our records and Stripe's. We will issue the refund through Stripe to the original payment method.

4. Service unavailability

If a paid feature of the Service is unavailable to you for more than twenty-four (24) consecutive hours during a billing cycle due to a fault on our side (excluding scheduled maintenance announced in advance, your own connectivity, your device, or a third-party provider you have contracted with separately), we will, at our discretion:

• extend your current billing cycle by a period equal to the outage, at no charge; or
• issue a pro-rata credit toward the next billing cycle.

This obligation is in addition to any statutory remedy you may have. For outages caused by a third-party provider that you have contracted with separately (your ISP, your CDN, your VPN), we are not liable. For outages caused by force majeure (TOS section 18.5), our remedy is the same statutory minimum.

5. Gift codes and promotional credits

• Gift codes are non-refundable once issued. They may not be exchanged for cash, except where required by gift-card consumer laws (e.g., AU's three-year minimum validity; US CARD Act remainder-balance rules where applicable).
• Promotional credits (those issued by PYLON, e.g., as a save offer or a goodwill credit) are non-refundable, non-transferable, and cannot be redeemed for cash.

5A. Keepsakes (digital content)

5A.1 The pattern

A Keepsake is personalized digital content (Terms of Service §7A): supply begins when your Keepsake is delivered into your Collection. By purchasing, you request immediate supply and — where you are in a jurisdiction with a cooling-off or withdrawal right for distance sales (for example the EU/UK 14-day right) — you acknowledge that the right is lost on delivery of the digital content, as those laws allow. After delivery, change of mind is not a refund right (your edition- numbered, name-personalized Keepsake cannot be restocked). Before delivery, you may cancel for a full refund.

5A.2 Faults and failures — we fix or refund

• Terminal render failure. If we cannot render and deliver your Keepsake after reasonable attempts, we refund you automatically — you do not need to ask.
• Faulty delivery. If your Keepsake is corrupted, materially below the promised print resolution, carries a wrong or misspelled plate (title, timestamp, your collector name, edition number), or a Frame shows a materially different moment than the one you selected, contact [email protected] and we will re-render it or refund you, at your option where the Australian Consumer Law gives you that choice.
• Non-excludable guarantees. Nothing in this section excludes or limits any non-excludable right, including the ACL consumer guarantees (acceptable quality, fit for purpose, match description). For a major failure you may choose a refund; for other failures we may re-render first. Section 2.1 applies.

5A.3 Errors, duplicates, fraud, minors

We refund a Keepsake purchase, to the original payment method, where:

• (a) Billing error. The charge was duplicated, in the wrong amount or currency, or made after a confirmed payment-method removal — section 3 applies (full refund of the incorrect amount within 30 days of confirmed report).
• (b) Accidental duplicate purchase (goodwill). You bought the same Keepsake of the same title twice within a short window by accident (for example, a double-tap producing two identical orders). The product includes a 24-hour self-serve undo for exact duplicates; more broadly, tell us at [email protected] within fourteen (14) days and we will refund the duplicate as a goodwill matter. This goodwill carve-out is not an admission that the charge was erroneous and does not create an entitlement (section 6.3 applies).
• (c) Fraud or unauthorised use. Your payment method or Account was used without your authority.
• (d) Minors. The purchase was made from an account we later identify as belonging to a person under eighteen (18).

5A.4 Apple channel

Keepsakes bought as Apple in-app purchases are charged by Apple as merchant of record: refund requests for those purchases go to Apple (https://reportaproblem.apple.com) under Apple's refund policy, and we honour Apple's refund decisions in our records (including the revocation consequences in 5A.5). Android purchases are processed on our web checkout and follow this Policy.

5A.5 What a refund or chargeback does

When a Keepsake purchase is refunded or charged back (on any channel): the Keepsake is removed from your Collection and can no longer be re-downloaded, your licence for it ends (Terms of Service §7A.4), and any Backers Roll listing from that purchase is removed. Creator-side, royalties are held in a thirty (30) day reserve before becoming payable; a purchase refunded or charged back in that window simply never pays a royalty, and a later clawback is recovered from the Creator's future earnings under the Payout Terms — never re-billed to you.

6. Process

6.1 How to request a refund

Email [email protected] from the email address on your Account, with:

• Refund request in the subject;
• the date and amount of the charge;
• the reason for the request, citing this Policy if relevant.

6.2 Our timeline

• We acknowledge within two (2) business days.
• We resolve within fourteen (14) days of acknowledgement.
• Refunds are processed via Stripe to the original payment method; funds typically appear in your account within three (3) to ten (10) business days depending on your bank.

6.3 Discretionary refunds

We may issue a refund or credit at our discretion in cases not covered above (for example, a recently bereaved family member, a goodwill resolution after a support escalation). Discretionary refunds are not precedent and do not create an entitlement.

7. Chargebacks

If you believe a charge is invalid, please contact us first under section 6, we are usually faster than your bank's chargeback process and we are happy to refund a genuinely misbilled charge.

If you initiate a chargeback through your bank without first contacting us:

• we may suspend your Account pending investigation;
• if the chargeback was for fraud (your card was used by someone else), we will assist you and your bank to resolve and we will not hold the chargeback against you;
• if the chargeback was used to obtain a refund of a Subscription cycle that you in fact used (sometimes called "friendly fraud"), we may, after notice, terminate the Account and recover the charge plus reasonable costs;
• the same applies to a chargeback on a Keepsake that was delivered to your Collection and that you retained or downloaded: the Keepsake is revoked (section 5A.5), chargeback abuse results in loss of Keepsake purchase access, and repeated abuse in termination;
• repeated chargeback abuse will result in permanent termination and may be reported to chargeback-fraud databases used by the payment networks.

Disputes about a chargeback are otherwise governed by Terms of Service §16 (disputes, governing law and venue).

8. Tax on refunds

Where a refund is issued, any taxes that we collected on the original charge are refunded with the principal. Where the original charge was a tax-inclusive amount, we refund the tax-inclusive amount.

9. Effect on access

When a refund is issued for a current billing cycle in full, your access to the Service ends on the date the refund is processed. When a refund is issued for a past cycle (such as a misbilled charge), your access for the current cycle is unaffected.

10. Contact and version

Billing enquiries and refund requests: [email protected] General support: [email protected]

PYLON Film Pty Ltd Level 2, 111 Harrington Street, THE ROCKS NSW 2000, Australia ABN: 14 698 990 215

Sibling documents

• Terms of Service
• Subscription Agreement
• Privacy Policy
• Keepsakes Addendum

Version history