REFUND & CANCELLATION POLICY

This Refund & Cancellation Policy ("Policy") outlines subscription cancellations and refund rules for the services, websites, and mobile applications operated by Whale Group LTD (operating under the trading name Pumio).

Important: Pumio does not offer voluntary cash refunds from within the app or website for completed purchases. Cash returns, where applicable, are handled only through Revolut (web), Apple or Google Play (mobile Diamond packs), applicable law, or your card issuer (chargeback). When a payment is reversed, Pumio adjusts in-app access and Diamond balances as described below.

---

1. Subscription Cancellations

#### A. Diamond Subscriptions (Web and Mobile) Subscriptions to Creators or premium access purchased with Diamonds (on the website or in the mobile apps) are not Revolut, Apple, or Google store subscriptions. Web fiat checkout sells Diamond packs only; there is no separate fiat web subscription to cancel with Revolut.

• How to Cancel: Manage cancellation inside Pumio according to the options shown for that subscription.
• Refunds: Diamond spends are final and non-refundable. Canceling stops future access where the product allows it; it does not return Diamonds or cash for the current period.

#### B. Web Diamond Packs Diamond packs purchased on the web via Revolut are one-time purchases. There is no recurring subscription to cancel for packs.

#### C. Mobile Store Note Pumio does not sell auto-renewing subscriptions through the Apple App Store or Google Play. You do not cancel Pumio premium access via Apple/Google subscription settings unless you subscribed through a separate third-party product (not applicable to standard Pumio Diamond-based subscriptions).

---

2. General Refund Policy

As a general rule, completed purchases are final, non-refundable, and non-exchangeable, except as required by law or by the relevant payment platform.

#### A. Web Purchases (Whale Group LTD / Revolut / Quaderno)

• Seller: Web purchases are sold by Whale Group LTD.
• Payment Processing: Card payments are processed by Revolut via its Merchant API.
• Tax and Invoices: Quaderno calculates applicable taxes and issues invoices for web sales.
• Diamond Packs (Web): All Diamond pack purchases are strictly non-refundable once Diamonds are credited, except when Revolut or applicable law mandates a payment reversal—in which case Pumio removes the corresponding Diamonds from your balance.
• Exceptional Circumstances: For duplicate billing or technical errors, contact support@pumio.io. We may assist with logs and, if approved, coordinate a reversal through Revolut. Quaderno invoices will be adjusted as applicable.
• After a Web Reversal: For a refunded Diamond pack, Pumio removes the corresponding Diamonds from your balance (up to the amount credited, never below zero). If those Diamonds were already spent on creator support, subscriptions, or unlocks, Pumio may reverse or adjust related Creator Pending or Available earnings under the Creator Agreement. Legacy fiat subscription rows (if any remain historically) may also end access and reverse related creator earnings.

#### B. Mobile In-App Purchases — Apple App Store (iOS)

• Products: Only Diamond packs are sold via Apple in-app purchase.
• No Company Refund Authority: Whale Group LTD cannot issue refunds for Apple-processed transactions.
• Official Process: Request a refund directly from Apple via reportaproblem.apple.com.
• After an Apple Refund: Diamonds credited for that purchase are removed from your balance (up to the amount credited, never below zero). You may see a "Store refund" entry in your activity history. If those Diamonds were already spent, related Creator Pending or Available earnings may be reversed or adjusted under the Creator Agreement.

#### C. Mobile In-App Purchases — Google Play Store (Android)

• Products: Only Diamond packs are sold via Google Play in-app purchase.
• Request Window: You may request a refund through your Google Play order history within 48 hours of purchase, subject to Google's policies.
• After 48 Hours: Google's standard policies apply; refunds are generally granted only for specific technical or fraudulent-use circumstances.
• After a Google Refund: Same as iOS — Diamonds from that order are clawed back and shown under Refunds in history. If those Diamonds were already spent, related Creator Pending or Available earnings may be reversed or adjusted under the Creator Agreement.

3. Virtual Currency (Diamonds) and In-Platform Spends

• Diamond Purchases: Whether bought on web (Revolut) or mobile (Apple/Google), Diamond packs are consumed upon delivery. They are non-refundable except when the underlying store or processor refunds the fiat charge, in which case Pumio claws back the Diamonds.
• Creator Support and Unlocks: Once a user spends Diamonds on creator support, an in-app subscription, or premium digital access, the spend is irreversible and final for the spender. No cash refund and no return of Diamonds is available for that spend. Creator earnings from that spend are subject to Pending hold and the Creator Agreement—not an instant cash payout to the Creator.
• Spent Diamonds After a Store Reversal: Clawing back unspent Diamonds does not entitle the spender to a cash refund from Pumio for amounts already spent. Adjustments to Creator balances, if any, follow the Creator Agreement.

4. Chargebacks

If your bank or card issuer reverses a web payment, Revolut notifies us. We may end related access, claw back Diamonds where possible, and reverse or adjust related Creator Pending or Available earnings per our Creator Agreement. Mobile chargebacks follow Apple or Google processes. Repeated chargebacks may lead to account restrictions.

5. Statutory Consumer Rights (UK & EU Consumers)

For users in the United Kingdom or European Union:

• The Right to Withdraw: You generally have a statutory right to withdraw from certain digital purchases within 14 days without giving a reason ("cooling-off period").
• Waiver of Right (Digital Content): By purchasing a digital subscription or Diamond pack, you explicitly request immediate delivery. You acknowledge that once digital content or Diamonds are delivered and used, your statutory 14-day right of withdrawal is waived, except where mandatory local law or the store's own policy still applies.

6. Contact Support

For billing questions or help locating transaction identifiers for Revolut, Apple, or Google requests:

• Company Name: Whale Group LTD (Company Number: 17318249)
• Registered Office Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
• Email: support@pumio.io
• Response Time Goal: We aim to respond within 3–5 business days.