Refund & Cancellation Policy
Last updated: August 2026
1. Service Nature
Pinwing is a service of DXGL OÜ, registered in Estonia, providing automated GPU rendering. Because a render consumes significant computing resources the moment a job is submitted, we generally do not offer refunds for "change of mind" once a rendering job has entered the processing queue.
2. Refund Eligibility
You are eligible for a full refund or credit if:
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Technical Failure: The rendering output is corrupted, incomplete, or fails to match the technical specifications of the source file due to a system error on our end.
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Platform Delay: A submitted job is delayed by more than 24 hours for any reason on our side — outage, queue congestion, or hardware failure.
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Double Charge: You were accidentally billed twice for the same transaction.
3. Non-Refundable Scenarios
Refunds are not granted for:
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User Error: Renders that came out as configured — the camera angle, background, duration, or lighting settings you chose, or texture and material issues present in the uploaded source file.
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Incompatibility: Uploading files in unsupported formats (see the documentation).
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Turnaround Time: Delays of up to 24 hours during busy periods — beyond that, section 2 applies.
4. Processing Refunds
Payments are processed by Stripe.
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Requesting a Refund: Email [email protected] with your account email and a description of the issue. We aim to review all refund claims within 24 hours.
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Processing: Approved refunds are issued back to the original payment method via Stripe. Please allow 5–10 business days for the refund to appear on your statement.
5. EU Consumer Withdrawal Right
If you are a consumer in the EU/EEA, you have a statutory 14-day right of withdrawal on purchases. For credit packs it works like this: a completely unused pack is refunded in full — email us within 14 days of purchase and we reverse the charge. Spending credits from a pack is your express request for us to begin performance; once any credits from a pack have been used, the withdrawal right lapses for that pack and refunds are governed by sections 2 and 3 above.