30-day free trial
New eligible accounts receive a 30-day free trial. A payment method is not required to create the trial. If you later start a yearly subscription through Stripe, the checkout screen will show when payment begins. Purchases and subscription changes are completed on the website dashboard, with a billing preview and confirmation before a change. The desktop app opens that dashboard from Settings → Profile & subscription.
Yearly subscriptions
The yearly subscription renews automatically each year until canceled. The price and next billing date are shown during checkout and in the Stripe billing portal. You may cancel at any time before the next renewal. Cancellation stops future renewal charges; access normally continues through the end of the period already paid for.
How to cancel
- Sign in and open Account → Change Subscription. The desktop’s Open account dashboard button opens the website signed in as the account shown in Settings.
- Solo users can open Manage Solo billing and cancel through Stripe. Company cancellation is restricted to the Company Owner and must be reviewed on the PonoLens subscription page.
- For Company cancellation, review the paid-period end, affected company cloud records, and export opportunity. Acknowledge cloud removal and preservation of local Mac history, type CLOSE COMPANY, and confirm. Company cloud removal starts only after the subscription ends and Stripe confirms cancellation; private Solo archives and local Mac history remain. A minimal decision receipt and billing/legal records are retained.
If you cannot access the billing portal, submit a support request from the email address used for the purchase. A support request is not a completed cancellation until we confirm it or the subscription dashboard/provider confirms the cancellation. Company cloud-removal status is tracked separately.
14-day refund window
You may request a refund within 14 calendar days after your first yearly subscription charge or a previously completed lifetime purchase. This refund window applies once per customer and purchase type. Submit the request through PonoLens Support and include the account email and the type of purchase. Do not include complete card information.
When an eligible purchase is refunded, access provided by that purchase may end when the refund is issued. Refunds are returned to the original payment method. Your bank or payment provider controls how long the credit takes to appear.
Renewals and partial periods
Yearly renewal charges are generally not refundable after the 14-day first-purchase window, and we do not normally provide prorated refunds for an unused part of a billing period. We will review duplicate charges, billing errors, and situations where applicable law requires a refund.
Canceling stops future renewals for an annual PonoLens subscription after the paid access period. If you subscribe again later, the price available at that time may apply.
Legacy lifetime purchases
Lifetime purchases are not currently offered. A previously completed lifetime purchase is a one-time payment and does not renew. It may be refunded during the 14-day window described above. After that window, it is generally nonrefundable except for duplicate charges, billing errors, or when required by law. “Lifetime” has the meaning explained in the Terms of Service.
Technical problems
Please contact Support if PonoLens does not work as described for your supported Mac or AI tool. We may ask for non-sensitive diagnostic details, try to correct the problem, provide an update, or issue a refund when appropriate. Do not send passwords, API keys, private source code, or unnecessary personal information in a support ticket.
Chargebacks
Please contact us before opening a payment dispute so we have an opportunity to investigate a billing error or process an eligible refund. Nothing in this policy limits rights that cannot be waived under applicable law.
Changes to this policy
We may update this policy for future purchases. The policy displayed when a purchase was made will continue to govern that purchase unless a later policy is more favorable to you or applicable law requires otherwise.
Contact
Use the PonoLens support form for cancellation or refund help.