Refund Policy
Last updated 11 September 2026
A Pitulo workspace is a one-time payment for one project, for one academic season. It is not a subscription: there is nothing recurring, nothing to cancel, and no renewal date to watch.
Because the workspace is delivered in full the moment payment succeeds, payments are generally not refundable. The exceptions are set out in Section 3, and they are real — a duplicate charge is refunded every time.
This policy expands Section 6 of our Terms of Service. To raise anything covered here, write to support@pitulo.io.
1.WHAT YOU ARE PAYING FOR
A Pitulo workspace is a one-time payment for one project, for one academic season. It is not a subscription. There is no recurring charge, no renewal date, and nothing to cancel — once the season ends, the payment simply does not repeat.
The price is shown in Ghana Cedis before you pay. Payment is handled by Paystack, by mobile money or by card. We never receive or store your card number or your mobile money PIN.
Access to the workspace is granted in full the moment the payment succeeds. There is no trial period, no staged unlock, and no part of the workspace that arrives later.
2.THE GENERAL POSITION
Because a workspace is delivered immediately and in full, payments are not refundable.
We would rather say that plainly at the top than bury it. The exceptions below are real and we honour them, but they are exceptions.
3.WHEN WE DO REFUND
We will refund you in any of the following cases.
- You were charged more than once for the same workspace. We refund the duplicate in full, every time, without argument.
- Money left your account but no workspace was created, or the workspace that was created is not the one you paid for.
- A fault on our side prevents you from using what you paid for, and we are unable to put it right within a reasonable period. Reasonable means what it sounds like: an outage of a few hours is not this; a defect that keeps you locked out of your own chapters for weeks is.
- The law requires it. Nothing in this policy removes a right you have under Ghanaian consumer or contract law.
Where a fault has affected part of a season rather than all of it, we may offer a partial refund, or an extension of the workspace into the following season, and you may choose which you prefer.
4.WHEN WE DO NOT
These are the requests we receive and decline, listed so that you are not left guessing.
- Changing your mind after the workspace has been created and used.
- Not using the workspace, or using it less than you expected to.
- The outcome of your project. Pitulo is a tool for supervision; it does not mark your work, and your grade is not something we can be responsible for.
- A disagreement with your supervisor, your department or your institution, including a change of supervisor or a project you are asked to restart.
- Leaving your institution, changing programme, or deferring, part-way through a season.
- Paying for the wrong type of workspace when the choice was clearly shown before payment. Tell us anyway — we would usually rather move you onto the right one than refuse you outright.
5.HOW TO ASK
Write to support@pitulo.io from the email address on your account, and include:
- the email address on your Pitulo account;
- the Paystack reference or the date and amount of the payment;
- what went wrong, in your own words.
We aim to acknowledge a refund request within two working days and to reach a decision within ten. If we need something from you to decide, we will ask for it once and clearly rather than in instalments.
If we decline, we will tell you which part of this policy the decision rests on, so that you can tell us if we have the facts wrong.
6.HOW A REFUND IS PAID
An approved refund goes back by the same route the payment came in — to the mobile money wallet that paid, or to the card that paid. We cannot redirect a refund to a different wallet, a different card or a different person.
Once we submit it, how quickly it arrives is in the hands of Paystack and your bank or mobile money provider rather than ours. Mobile money is usually quick; a card refund can take several working days to appear on a statement.
7.GROUP WORKSPACES
A group workspace is one payment for one project, whoever in the group makes it. Any refund is returned to the person who paid, because that is the only account it can lawfully go back to. How a group settles up between themselves is for the group.
A member leaving the group does not entitle anyone to a partial refund, and the workspace continues for the remaining members.
8.PLEASE ASK US BEFORE YOUR BANK
If something has gone wrong with a payment, write to us first. We can usually resolve a duplicate charge or a failed workspace faster than a chargeback can, and a chargeback raised before we have had a chance to look may suspend the workspace while it is investigated — which helps nobody in the middle of a season.
If you have already raised one, tell us. We will work with it rather than against it.
9.HOW THIS FITS WITH OUR TERMS
This policy expands Section 6 of our Terms of Service and is intended to say the same thing at greater length. If the two are ever read as conflicting, the Terms govern.
We may change this policy. The date at the top of this page is the date of the version you are reading, and the version in force when you paid is the one that applies to that payment.
This policy was last updated on 11 September 2026. The version in force on the day you paid is the one that applies to that payment.
To raise a refund, or to ask anything about this policy, write to support@pitulo.io.