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Legal

Pockt Refund and Cancellation Policy

Effective 2026-06-09, last updated 2026-06-09

This policy explains how cancellations and refunds work for Pockt, operated by AYEYE IO LTD (trading as Pockt). It forms part of, and should be read with, our Terms of Service. Payments are processed by Stripe.

1. Subscriptions

1.1. Billing. Subscriptions (Sample, Atelier, Maison, and Couture) are billed in advance, either monthly or annually depending on the plan you choose. They renew automatically at the then-current price until you cancel.

1.2. Cancelling. You can cancel at any time from your Settings (or through the Stripe billing portal). Cancellation stops the next renewal; it takes effect at the end of your current paid period. You keep access to your plan, and to that period's Credit allowance, until the period ends.

1.3. No partial refunds. Because access continues to the end of the period you have already paid for, we do not provide pro-rata refunds for the unused part of a monthly or annual period when you cancel, except where you have a legal right to a refund (see Section 4) or where we agree otherwise.

1.4. Annual plans. An annual Subscription is paid for the year in advance, while the included Credits are released monthly across the year. Cancelling an annual plan stops the renewal at the end of the annual term; it does not refund the remaining months of the current annual term.

2. Changing plans

2.1. Upgrades. When you move to a higher-priced plan (or from monthly to annual on the same tier), the change takes effect immediately and you are charged the new price, with a credit applied for the unused value of your current period. Your new entitlements and Credit allowance apply from that point.

2.2. Downgrades. When you move to a lower-priced plan (or from annual to monthly on the same tier), the change is scheduled to take effect at the end of your current paid period. You keep your current plan and entitlements until then, and we do not refund the difference for the current period.

3. Credit top-ups

3.1. One-time purchases. Credit packages (for example Credit Boost, Media Reserve, and Production Reserve) are one-time purchases charged at the time of purchase.

3.2. Non-refundable. Because top-up Credits are available for use immediately, they are non-refundable once purchased, except where you have a legal right to a refund (see Section 4) or where we agree otherwise at our discretion (for example, a clear billing error or duplicate charge).

3.3. Expiry and lapses. Purchased top-up Credits do not expire while your account is open. However, the ability to spend Credits requires an active Subscription: if your Subscription lapses or is cancelled, any remaining top-up Credits are retained on your account but cannot be used until you restore an active Subscription.

4. Your statutory rights (consumers)

If you are a consumer in the UK or EU, you may have a statutory right to cancel a purchase within 14 days ("cooling-off period").

Pockt provides immediate access to a digital service. By subscribing or purchasing Credits and then starting to use the Services within the cooling-off period, you expressly request that we begin providing the service immediately and you acknowledge that you will lose the 14-day right to cancel for a refund once you have started to use the paid Services or consumed Credits.

Where you have not started using a newly purchased paid period or any purchased Credits, and you are within the 14-day cooling-off period, contact us at simon.jennings@ayeye.io and we will cancel and refund that purchase. Nothing in this policy affects your non-excludable statutory rights.

5. Billing errors, failed services, and discretionary refunds

If you believe you have been charged in error, charged twice, or a paid feature failed for reasons within our control, contact us at simon.jennings@ayeye.io with your account email and the relevant invoice. We will investigate and, where appropriate, issue a refund or Credit compensation. We may also, at our sole discretion, offer pro-rata refunds or Credits for significant service incidents.

6. How refunds are made

Approved refunds are returned to your original payment method via Stripe, normally within 5-10 business days depending on your bank or card issuer. Refunds include any VAT charged on the original payment.

7. How to cancel or request a refund

  • Cancel a Subscription: Settings in the app, or the Stripe billing portal.
  • Request a refund or raise a billing question: email simon.jennings@ayeye.io with your account email and the invoice or payment details.

8. Contact

  • AYEYE IO LTD (trading as Pockt), Millhouse, 32-38 East Street, Rochford, Essex SS4 1DB
  • Email: simon.jennings@ayeye.io
  • Company number: 05113299 (England and Wales) - UK VAT: GB839353696
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