Cancellation and Refund Policy

Version 1.1 · Effective September 26, 2026 · Read with Section 8 of the Terms of Service

The short version. Pippa sells software subscriptions, not physical goods, so there is nothing to ship back. Where you cancel and who refunds you depends on who sold you the subscription: an app store handles its own, and we handle the ones bought on getpippa.app. Cancelling stops future charges; it never deletes your data, and it never cuts off your care team.

1. There are no physical goods

Pippa is a digital service. We do not sell, ship, or accept returns of any physical product, so there is no return address and no restocking policy. This page is the digital equivalent: how to stop paying, and how to ask for money back.

2. Subscriptions bought in the app (Pippa Premium)

Pippa Premium is sold as an in-app purchase through your app store account. That means Apple or Google is the merchant of record: they take the payment, they hold your card details, and they decide refunds under their own terms. We never see your card number, and we cannot issue a refund on their behalf.

How to cancel

iOS: Settings → Apple Account → Subscriptions → Pippa → Cancel Subscription.
Android: Google Play → profile icon → Payments and subscriptions → Subscriptions → Pippa → Cancel subscription.
Cancel at least 24 hours before the renewal date, including the end of any free trial, or that period will be charged.
Deleting the app, or deleting your Pippa account, does not by itself cancel an app-store subscription. Cancel it in the store as well.

After you cancel, premium features stay available until the end of the period you already paid for. There is no early-termination fee.

How to request a refund

Apple: go to reportaproblem.apple.com, sign in, choose the Pippa purchase, and request a refund. Apple generally allows requests within 90 days of the charge.
Google: open Google Play → Payments and subscriptions → Budget and history → the Pippa order → Report a problem, or use Google's refund request form. Google generally handles requests directly within 48 hours of purchase and case by case after that.
If a store denies your request and you believe it was a mistake, an accidental purchase, a duplicate charge, or a charge for something the app never delivered, email us at pippa.app.general@gmail.com. We cannot overrule the store, but we will look at the account, confirm what happened, and support your case with the store in writing.

Where we will always back a refund request

These are the situations where, if you ask, we will confirm the facts to Apple or Google in support of your refund:

You were charged after cancelling.
You were charged twice for the same period.
A minor purchased a subscription without their parent or guardian's permission.
A premium feature was unavailable for a sustained period because of a fault on our side.

3. Subscriptions bought on getpippa.app

Pro can also be bought directly on our website, at a lower price, because we are not paying an app store's commission. When you buy that way Pippa LLC is the merchant of record. Our payment processor, Stripe, handles the card and stores it; we never see or hold your card number. Unlike an app-store purchase, cancellation and refunds are ours to handle, not Apple's or Google's.

How to cancel

In the app: Settings → your plan → Change or cancel on the web. That opens your billing page, where you can cancel yourself. No phone call, no email, no retention offer to click through.
Or email pippa.app.general@gmail.com from the address on the account and we will cancel it for you.

Cancelling takes effect at the end of the period you have already paid for. You keep Pro until then, and there is no early-termination fee. A web subscription is separate from an app-store one: cancelling in the App Store or Google Play does not cancel a web subscription, and deleting the app does not cancel either.

Refunds

Because we are the merchant, we decide these rather than a store:

Ask within 14 days of a charge and we will refund it in full, for any reason, as long as that period has not been substantially used.
Outside 14 days we will still refund, without needing a reason, the situations listed in section 2: charged after cancelling, charged twice for the same period, a minor charged without a parent or guardian's permission, or a feature unavailable for a sustained period because of a fault on our side.
Anything else we look at case by case. Email us and a person reads it.

Refunds go back to the card that paid, usually within five to ten business days depending on your bank.

Renewals and price changes

A web subscription renews automatically at the price and period shown when you bought it, until you cancel.
If the price changes, we give you at least 7 and no more than 30 days' notice by email before the new price applies, with instructions for cancelling. The new price only ever applies to renewals after that notice.
Your renewal date is shown in the app under Settings, next to your plan.

4. Statutory rights

Nothing here limits any right you have under the consumer-protection law of your state or country, including any statutory cooling-off or cancellation right. Where such a right applies and is stronger than this policy, that right governs.

5. Clinics and institutions

Clinics, practices, and institutions are billed under the separate written agreement they signed with Pippa LLC, invoiced through Stripe. Unless that agreement says otherwise:

Subscriptions run for the stated term and renew unless cancelled before the renewal date.
To cancel, email pippa.app.general@gmail.com from an address on the account. We confirm cancellations in writing.
Fees already paid for a current term are generally non-refundable, except where required by law, where the service was materially unavailable because of us, or where we agree in writing to a pro-rated credit.
Free trial periods carry no charge and no obligation. When a trial ends without a paid plan, the account moves to read-only rather than being deleted.
Patients are never charged by Pippa for features their clinician enabled.

6. What happens to your data

Cancelling a subscription does not delete your account, your meal logs, your check-ins, or your messages.
Your care team keeps the access you granted them until you revoke it. Losing premium features never severs clinical care.
To actually remove your data, delete your account in Settings, or follow the account deletion instructions. Deletion is described in Section 10 of the Terms and Section 4 of the Privacy Policy.

7. Price changes

If a subscription price changes, the new price applies only to renewals after we give notice, and you can cancel before it takes effect. Where the app store requires your explicit consent to a price increase, the subscription will not renew without it. For a subscription bought on getpippa.app, the notice period is set out in section 3.

8. Questions

Email pippa.app.general@gmail.com. Include the email on the account and the approximate date of the charge. A real person answers, usually within a few business days.