Refunds and Service Remedy Policy

This policy explains when Plutio issues a refund, and what we ask you to do first. It sits alongside our Terms of Service, and sections 8, 9 and 10 of those Terms are the binding version. This page is the plain-English guide to the same thing.

The short version: try before you buy, tell us when something breaks, and give us a chance to fix it. Do those three things and you will almost never need this page.

Why we work this way

Plutio gives you a free 8 day trial before you pay anything. That trial exists so you can put your real workflows through the product and find out whether it fits, at no cost and no risk. By the time you subscribe, you have had the chance to test the software you are buying.

After that, subscription fees are paid in advance and are not generally refundable. You can cancel at any time from Settings, Subscription to stop the next charge, and you keep access until the end of the period you have already paid for.

There is one important exception, and it is the whole point of this policy: if the product is genuinely broken and we cannot fix it, you should not be paying for it. That is what the process below is for.

If something is not working

1. Tell us

Email support@plutio.com or use in-app support. Include what you were trying to do, what happened instead, when, and the browser or app you were using. A screenshot or a short screen recording helps enormously, especially for anything visual.

This step is not a formality. It is a condition of everything below. We cannot fix a fault we have never been told about, and a problem raised for the first time in a refund request weeks later cannot be put right.

2. We come back within 48 hours

Within 48 hours of your report we will tell you whether we have reproduced the problem and what happens next. If we need more detail or access to reproduce it, we will ask, and the clock pauses while we wait for you.

3. We fix it

Once we have confirmed a fault, we commit to these windows:

• Critical, meaning Plutio is unusable or you cannot invoice, take payment or reach your data, and there is no reasonable way around it: fixed or worked around within 10 business days.
• Major, meaning a significant feature does not do what we said it does, but you can still work: fixed or worked around within 30 days.
• Minor, meaning cosmetic and display issues, or anything with a straightforward workaround: handled in the normal release cycle.

4. If we cannot fix it

If we confirm a Critical or Major fault and miss the window above, you can ask for one of these, in this order:

1. We keep working on it and update you at least every 5 business days.
2. A service credit covering the part of your subscription affected by the fault, counted from the day you first reported it.
3. Cancel and get the rest back. If the fault is Critical, still unresolved, and makes Plutio unfit for what you need it for, you can end your subscription there and then. We refund the unused remainder of your current billing period, worked out day by day.

That last one is a refund of the time you have not used, not of everything you have paid. If you have used Plutio for nine months of an annual plan and we break something in month ten that we cannot fix, you get the remaining months back.

Claim within 14 days of the end of the fix window.

When we do not refund

• You changed your mind, or your circumstances changed.
• You forgot to cancel before a renewal. Tell us promptly and in good faith and we will always look at it, but it is not an entitlement.
• You did not use the account during a period you paid for.
• You downgraded mid-cycle. The new price starts at your next billing date.
• You never reported the problem, or reported it for the first time when asking for money back.
• We asked for information or access to reproduce the problem and did not get it.
• The problem is with your device, browser, network or setup rather than with Plutio.
• A third-party service you connected to Plutio broke or changed.
• You wanted a feature Plutio has never offered or advertised.
• You do not like how a working feature is laid out or designed.
• Your account was suspended or closed for breaching our Terms.

If we close your account

If we end your subscription and you have not broken the Terms, we refund the unused remainder of your billing period automatically. You do not have to ask.

Uptime

We target 99.0% monthly uptime. If we fall short in a calendar month, write to support@plutio.com within 30 days of the end of that month and we will credit 10% of that month's fee, or 25% if uptime fell below 95%. The exclusions are in section 11 of the Terms.

Billing questions and disputes

If a charge looks wrong, email billing@plutio.com and we will investigate and reply within 5 business days. Please come to us before going to your bank. A chargeback takes weeks, freezes your account while it runs, and cannot do anything we could not have done for you faster. If your card has genuinely been used without your permission, that is different: tell your bank, tell us, and we will help.

If you are a consumer

Plutio is business software and almost everyone who buys it is running a business. If you are genuinely a consumer, meaning you are an individual buying for purposes outside any trade or profession, you have additional rights that this policy does not affect:

• a statutory right to have faulty digital services repaired, and to a price reduction if we cannot repair them within a reasonable time; and
• a right to cancel within 14 days of subscribing, paying only for the portion of the period you had access to.

Annex A of our Terms of Service sets these out in full. Nothing on this page takes them away.

How to reach us

Faults and support: support@plutio.com
Billing: billing@plutio.com
Complaints: legal@plutio.com

This document was last updated on 4 September 2026.