Refund Policy

Piega operates a prepaid credit model. You top up a balance, and that balance is drawn down each time you generate a report (“reading”). This policy explains when refunds are given, how they are applied, and how to raise a concern if you believe something has gone wrong.

Please also read our Terms of Use, which form part of your agreement with us and contain the full contractual basis for payments and refunds.

If a report fails to generate due to a technical fault attributable to us (for example, an AI pipeline error, a server failure, or a processing timeout), the credit deducted for that report will be returned to your balance automatically. You do not need to contact us.

Automatic refunds are processed by our system, typically within a few minutes of the failure being detected. You will see your balance restored in your account. Where we cannot contact you automatically, the credit is applied to the next time you sign in.

A report counts as “failed” when its status is recorded as error or blocked in our system. A report that completed but whose output you found unsatisfactory does not automatically qualify for a refund (see section 4 below).

Purchases of top-up credit are final and non-refundable, except in the circumstances described in section 2 (technical failure) or where required by applicable law.

Your balance has no expiry date. If you choose not to use your credit, it remains available for as long as your account is active. In the event that we permanently discontinue the Service, we will make reasonable efforts to refund any remaining unused balance.

Because credit is applied to your account immediately upon payment and can be used at any time thereafter, we do not offer discretionary refunds of unused balance on request.

Reports are generated by automated systems working from publicly available listing data. The quality of output depends on the quality, quantity, and resolution of that source data, which varies significantly between listings. We cannot guarantee any particular standard of output.

If you believe a completed report is so significantly deficient as to be worthless (for example, it contains no substantive content, or the output is entirely garbled), please contact us at hello@piega.co within 30 days of generation with your report ID and a description of the issue.

We will review each case on its merits. We are not obliged to refund in cases where the report generated successfully but its content did not meet your expectations, or where the report reflects limitations in the source listing data (for example, poor quality photographs, or minimal listing information).

If you are a consumer (an individual acting for purposes outside your trade or profession), you have a statutory right to cancel certain contracts within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Because reports are digital content produced on your specific, immediate request, the right to cancel does not apply once report generation has commenced, provided you have given your prior express consent to immediate supply and acknowledged that you thereby lose the cancellation right (as you are asked to confirm at the time of payment). This is consistent with Regulation 37 of the Consumer Contracts Regulations.

Nothing in this policy affects your rights under the Consumer Rights Act 2015 or any other applicable consumer protection legislation.

To request a refund or raise a billing concern, contact us at hello@piega.co with:

• the email address associated with your account;
• the report ID (visible in the report URL and on your reports page);
• a brief description of the issue.

We aim to acknowledge all requests within 2 business days and to resolve them within 10 business days. If we are unable to resolve a dispute to your satisfaction, you may have the right to refer the matter to an alternative dispute resolution scheme (see section 7 below) or to the courts.

If you believe you have been charged in error, you must notify us within 30 days of the charge. We may be unable to investigate disputes raised after this period.

If you are a consumer and we are unable to resolve your complaint to your satisfaction, you may be able to refer the matter to an approved Alternative Dispute Resolution (ADR) provider. Under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015, we are required to inform you that the EU’s Online Dispute Resolution (ODR) platform is available at ec.europa.eu/consumers/odr, although this platform is primarily designed for disputes with traders established in the EU.

We do not participate in any particular ADR scheme. You retain the right to bring proceedings in the courts of England and Wales (or, if you are a consumer, in the courts of the country where you are domiciled).

For all refund-related queries: hello@piega.co

See also our Terms of Use and Privacy Policy.