Refund Policy

Legal documents · ptwhub.com

This Policy sets out how money paid for access to the ptwhub.com service is refunded. The Policy forms an integral part of the Public Offer (clause 14.2 of the Offer) and applies to both modes of the Agreement: Organisation and Individual. Terms written with an initial capital have the meaning given to them in Section 1 of the Offer.

1. Right to a refund¶

The Client may withdraw from the Agreement at any time before the end of the paid Billing Period and without giving reasons: an Individual under Article 32 of the Law of the Russian Federation “On Protection of Consumer Rights”, an Organisation under Article 782 of the Civil Code of the Russian Federation. The refund is the amount paid, less the value of the permit volume actually used and less the costs the Provider has actually incurred. Withdrawal does not release the Client from paying for the services rendered up to the moment of withdrawal.

Costs actually incurred include, in particular: non-refundable fees of payment systems and banks, charges of third-party services engaged to perform the Agreement for that Client, and the value of work carried out at the Client’s separate order.

The rights of an Individual as a consumer are not limited by this Policy; where they differ, the law applies. The “Free trial” tariff is provided without payment, so no refund arises under it.

2. How to submit a request¶

A refund request is sent from the Account Area or by email to support@ptwhub.com from the address stated in the Account Area. The request states the Client’s name, the payment reference and the details for the refund.

The details for the refund must belong to the Client: no refund is made to the accounts or cards of third parties. If a refund to the payment instrument used cannot be made because of restrictions in the Client’s country, the refund is made to other details of the Client whose ownership the Client confirms. The Provider may ask for documents confirming the payment and the applicant’s authority; the review period runs from the date the complete set of information is received. By submitting a request the Client confirms that it is not disputing the same payment through a bank or a payment system; if, after the refund has been paid, the Client receives reimbursement of the same payment from a bank, the Client returns the double payment to the Provider within 10 calendar days of receiving it.

Requests and the correspondence about them are conducted in Russian or English; an Individual may submit a request in the language of the service interface they used. Documents attached to a request are accepted with a translation into Russian or English.

3. How the amount is calculated¶

The unit of charge at ptwhub is the permit, so the amount is calculated from the permits used, not from the days elapsed:

permit price = Package price ÷ Package volume

Example. The “Starter” tariff has been paid for: 99 USD for 100 permits, so the permit price is 0.99 USD. 40 permits have been created, their value is 39.60 USD, and 59.40 USD is refundable, less any costs actually incurred. The permit price is not rounded in the calculation; only the final refund amount is rounded - to the cent in the Client’s favour.

A permit counts as used at the moment it is created. Cancelling a draft before the first approver has signed it returns the permit to the balance (clause 4.5 of the Offer) and it does not count towards the volume used. If cancelled drafts exceed 20 % of the permits created during the Billing Period, the cancelled drafts in excess of that 20 % count as used for the purpose of the refund: processing them is a cost actually incurred by the Provider. The rule applies to each Package separately.

Where several Packages are in force at the same time (clause 4.4 of the Offer), the permits created are drawn from the Package paid for earlier, and the refund is calculated for each Package separately. The Provider gives the Client the calculation of the volume used on request - as an export from the service action log; the log data is the primary evidence of the volume.

4. Time limits and method of refund¶

A request is reviewed within 10 calendar days from the date the complete set of information is received. The refund is made within 10 calendar days from the date of the decision. Claims of an Individual for which the law sets a shorter period are met within the period set by law.

The refund is made by the same method as the payment - to the same payment instrument. The method of payment is described in clause 6.1 of the Offer. The time it takes for the money to arrive is determined by the rules of the Client’s bank and does not depend on the Provider.

Tariff prices are expressed in US dollars. Where the payment and the refund pass through different currencies, conversion is made at the rate of the bank or the payment system on the date of the refund transaction; the Provider does not compensate exchange-rate differences. The payment system’s fee is deducted from the refund if it has actually been withheld and is not returned to the Provider; the amount deducted is stated in the reply to the request. If a refund to the payment instrument used for the payment is impossible and the Client has given other details, the bank charges for such a transfer are borne by the Client.

5. Full refund with no deductions¶

The refund is made in full if:

• a charge under automatic renewal was made without the notice provided for in clause 7.3 of the Offer, or after the Client switched automatic renewal off or removed the payment method;
• there was a double or erroneous charge;
• the paid access was not provided for reasons attributable to the Provider;
• the Client created no permits during the paid Billing Period, did not use the service in any other way and gave notice of withdrawal before the end of that period;
• the Agreement ended through force majeure (clause 12.3 of the Offer) - as regards the unused volume.

6. Interruptions in the service¶

The Provider does not warrant that the service works without interruption (clause 11.1 of the Offer). If, for reasons attributable to the Provider, the service was completely unavailable for more than 24 consecutive hours during the Billing Period and the unavailability is confirmed by the Provider’s own system data or by other evidence recorded at the time of the interruption, the Client may require that period to be extended by the length of the unavailability. Monetary compensation is paid instead of an extension where an extension is impossible, and does not exceed the price of the Billing Period in which the interruption occurred (clause 11.2 of the Offer).

The following do not count towards unavailability: planned works notified in advance by the Provider; force majeure (Section 12 of the Offer); failures of the network, equipment or software on the Client’s side; acts of third parties, including access restrictions imposed against the Provider’s will. The claim is made within 10 calendar days after the end of the Billing Period in which the interruption occurred.

7. What is not refunded¶

The value of the permit volume actually used; payment for Billing Periods that ended before the request was submitted; the value of setup and data migration work carried out at the Client’s separate order and accepted by the Client; sums already returned to the Client by a bank following a payment dispute; taxes and duties paid by the Client independently in the Client’s own country (clause 4.2 of the Offer).

Where the Agreement is terminated at the Provider’s initiative because of a material breach by the Client (clause 10.4 of the Offer), the value of the unused volume is refundable less the costs the Provider has actually incurred, including the costs of dealing with the consequences of the breach. Where the Provider has stopped or suspended the service in order to comply with mandatory legal requirements binding on it, including currency legislation and restrictive measures, the value of the unused volume is refunded to the Client; no other payments are made.

The limitations in this section do not apply to the cases in Section 5, nor to rights that cannot be limited under the applicable law.

8. Disagreements and contact¶

Disagreements about the amount of a refund are settled through the complaint procedure (Section 13 of the Offer); a complaint is considered within 30 calendar days of receipt.

R. R. Khusnutdinov, Individual Entrepreneur registered in Russia under Russian law, OGRNIP 322774600384202. Refund requests - support@ptwhub.com. The current version is published at https://ptwhub.com/ru/legal/refund/. The Russian version is authoritative; in the event of any discrepancy with a translation, the Russian version prevails.

Edition 3.0, 20 August 2026.