Refund & Cancellation Policy

Overview

Pylon is a software platform that enables users to create, manage, and publish websites. Payments made to Pylon are for access to the platform's software services, hosting infrastructure, and associated tools. All payments are processed securely through Paystack. By subscribing to Pylon, you agree to this Refund and Cancellation Policy.

Subscription Billing

Pylon services operate on a recurring subscription model unless otherwise specified. Billing may occur on one of the following cycles:

• Monthly
• Annually
• On a custom enterprise billing cycle

Subscriptions automatically renew at the end of each billing period unless cancelled prior to renewal.

Cancellation Policy

Customers may cancel their subscription at any time through their Pylon Profile Settings dashboard. When a subscription is cancelled:

• The subscription remains active until the end of the current billing period
• No further billing will occur after cancellation
• The published site may be suspended or unpublished once the billing cycle expires

Cancellation does not retroactively terminate the billing period already paid for.

Refund Policy

In accordance with Section 44 of the Electronic Communications and Transactions Act (ECTA), you are entitled to cancel your initial subscription within 7 days of the date the service commenced — the “Cooling-Off Period”. If you exercise this right, Pylon will provide a full refund of the subscription fee within 30 days of cancellation. This right does not apply to renewals of existing subscriptions or to the purchase of domain names, which are non-refundable once registered.

Because Pylon provides immediate access to digital infrastructure and services, refunds outside the cooling-off period are limited to the following cases:

Eligible Refund Cases

A refund may be granted if:

• The customer was charged in error
• The customer was billed multiple times for the same subscription
• The platform experienced an extended service outage preventing usage
• A subscription was cancelled but incorrectly renewed due to a platform error

Non-Refundable Cases

Refunds will not be issued for:

• Partial usage of a billing period
• Failure to cancel before renewal
• Dissatisfaction with site performance after publishing
• Misconfiguration or user error
• Custom development or professional services
• Domain registrations or third-party services purchased through the platform

Domain Purchases

If customers purchase domain names through Pylon:

• Domain registrations are non-refundable once registered — this follows standard industry registrar policies
• Domains may be transferred according to domain registry rules

Chargebacks

Customers are encouraged to contact Pylon support before initiating a chargeback through their bank. Initiating a fraudulent chargeback may result in:

• Immediate suspension of the account
• Permanent termination of services
• Restriction from future platform access

Account Suspension After Cancellation

After cancellation or subscription expiry:

• Sites may be taken offline
• Data may be retained for up to 60 days
• After this period, Pylon may permanently delete site data

Contact for Refund Requests

Policy Updates

Pylon reserves the right to modify this policy at any time. Users will be notified of significant changes via the email address associated with their account.