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Legal

Refund Policy

Last updated: 24 June 2026

Our commitment: 14-day money-back guarantee

We believe in our work enough to back it with a 14-day money-back guarantee. If, within 14 days of a project deposit or contract signing, you decide not to proceed, you can request a full refund — no questions asked — provided work on your project has not yet commenced.

If work has commenced, a pro-rated refund will apply for any portion of the scope not yet delivered, as described in Section 2 below.

This policy applies to all fixed-price project engagements. Retainer and subscription terms are described separately in Section 4.

1. EU right of withdrawal

If you are a Consumer based in the EU, you have a statutory right of withdrawal under EU Directive 2011/83/EU (Consumer Rights Directive) and the Italian Consumer Code (Codice del Consumo, D.Lgs. 206/2005, Art. 52 et seq.).

You have the right to withdraw from a contract for services without giving any reason within 14 calendar days of the date the contract is concluded (the date your project deposit or SOW is confirmed).

1a. Digital services and express prior consent

As permitted by Art. 59(a) of Directive 2011/83/EU and Art. 59(m) of the Codice del Consumo, if you expressly request that performance (project work) begin within the 14-day withdrawal period, and you acknowledge that this means the right of withdrawal is lost once the service is fully performed, then:

  • If the service is fully performed within 14 days with your express prior consent and acknowledgement, the right of withdrawal is lost and no refund is due.
  • If you withdraw during service performance (before completion), you are entitled to a refund of the proportion of the total price corresponding to the portion of the service not yet performed at the time of withdrawal.

We will ask for your express consent to begin work early, and your explicit acknowledgement of the effect on withdrawal rights, before commencing any work within the 14-day window.

How to exercise your right of withdrawal

To exercise the right of withdrawal, you must send a clear statement of your decision to withdraw before the 14-day period expires. Contact us by:

You may use the model withdrawal form provided in the EU Consumer Rights Directive (Annex I, Part B), but it is not obligatory. A clear email stating your name, the project/SOW reference, and your intent to withdraw is sufficient.

We will confirm receipt of your withdrawal request promptly and process any refund due within 14 days of receiving your withdrawal notice, using the same payment method you used to pay unless you expressly agree otherwise.

2. Fixed-price project deposits

Before work begins: If you cancel or withdraw within 14 days of the deposit being paid and before any project work has commenced, we will refund the full deposit within 14 days of receiving your cancellation notice.

After work has begun: Once our team has commenced discovery or build work under the Statement of Work, a pro-rated refund applies. The refundable amount is calculated as:

Refund = Total Paid − (Hours spent × blended hourly rate, capped at amount paid)

We will provide a breakdown of hours spent upon request. Where a fixed deposit is fully consumed by work completed, no refund is due for that deposit.

14-day cancellation window: Regardless of whether work has begun, you may always cancel within 14 calendar days of contract signing or deposit payment and receive at minimum a pro-rated refund for work not yet delivered. This applies whether or not you exercised an EU right of withdrawal.

3. Milestone payments

Milestone payments become due and earned upon delivery and acceptance of the deliverables for that milestone. Once a milestone is accepted (or deemed accepted after the review period stated in the SOW, with no written objection), the payment for that milestone is non-refundable unless the deliverable materially fails to conform to the agreed specification.

If Pinnacle Software Labs fails to deliver a milestone that materially conforms to the agreed specification, and fails to remedy the non-conformance within 14 days of written notice, you are entitled to a pro-rata refund of the amount paid for that milestone corresponding to the undelivered portion.

4. Retainers and recurring services

Monthly retainer fees are invoiced in advance. You may cancel a retainer at any time with written notice. Where you cancel:

  • 30+ days' notice: A pro-rata refund of prepaid fees for unused days in the current billing period will be issued.
  • Less than 30 days' notice: The current calendar month's retainer fee is retained in full; any prepaid amounts for future months are refunded.

EU Consumers retain statutory rights to cancel ongoing service contracts on reasonable notice; nothing above limits rights that are mandatory under EU or Italian consumer law.

5. 30-day defect remedy period

Delivered software includes a 30-day defect remedy period. If a Deliverable contains material defects (deviations from the agreed specification) discovered during this period, Pinnacle Software Labs will correct the defects at no charge. The remedy is correction, not a monetary refund, unless correction is not practicable within a reasonable time and with reasonable effort.

EU Consumers additionally have statutory conformity rights for digital content/services as provided by Directive 2019/770/EU and the Codice del Consumo — these rights are not diminished by this 30-day warranty clause.

6. Cancellation by Pinnacle Software Labs

If Pinnacle Software Labs cancels a project for reasons within our control (other than for your material breach), we will refund any fees paid for work not yet delivered, calculated on a pro-rata basis, within 14 days of the cancellation.

7. Disputes and governing law

If you believe you are owed a refund outside the terms above, contact us at legal@pinnaclesoftwarelabs.com within 30 days of the event giving rise to the dispute. We aim to resolve billing disputes within 10 business days.

This Refund Policy is governed by the laws of Italy and forms part of our Terms of Service. Disputes relating to refunds are subject to the dispute resolution clause in our Terms of Service.

EU consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr/ or contact the relevant national consumer authority.