Terugbetalingsbeleid

Effective date: 30 October 2026

This policy explains when and how we refund PanPull orders. It is part of our Terms of Service.

When we refund

We refund the full amount of a paid order when:

preparation failed and the download could not be delivered;
the download was not ready before the order's service period ended;
the files in the share changed after you paid, so preparation stopped instead of delivering different files;
you paid twice for the same files, for example for two orders of the same share by mistake (we refund the extra payment).

We may also refund in other cases at our discretion.

When we usually do not refund

The download was ready during the service period, but you changed your mind or did not download it in time.
The download was slower than you expected. We do not guarantee download speed.
The problem was on your side, for example not enough storage space or no program to open the file.

This does not affect any refund rights you have under consumer law.

Right of withdrawal in the EU and the UK

If you live in the European Union, the European Economic Area or the United Kingdom, you have a legal right to withdraw from a contract for a service within 14 days of placing your order, without giving a reason.

PanPull starts preparing your download as soon as your payment is confirmed. The checkout page tells you this before you pay: by paying, you ask us to start right away and you acknowledge that you lose your right of withdrawal once your download is ready, because the service has then been fully provided. If you withdraw before your download is ready, we refund you in full.

To withdraw, send us a clear statement with the Report a problem form or by email to [email protected], and include your order number. You can use this model form, but you do not have to:

To: PanPull, [email protected]
I hereby give notice that I withdraw from my contract for the following service: PanPull order (order number)
Ordered on: (date)
Name and email address of the PanPull account:
Date:

How to ask for a refund

Use the Report a problem form, or write to [email protected]. Include:

your order number;
the email address of your PanPull account;
what went wrong;
for a double payment, the PayPal transaction IDs of both payments.

Please ask within 30 days of payment. We reply within 3 business days. Never send your Baidu password, PayPal password or full card details.

After a refund

Refunds are paid through PayPal to the payment method you used.
We normally refund the full amount. If we agree to a partial refund, it also ends access to the order.
A refunded order loses download access immediately: its download page and links stop working.
If PayPal does not confirm the result of a refund straight away, we retry it in a way that cannot refund you twice. You do not need to ask again.

How long it takes

Once we issue a refund, PayPal processes it. How long the money takes to reach you depends on PayPal and on your bank or card issuer.

Free orders

Free orders cost nothing, so there is nothing to refund. If a free order fails, you can check the link again or report the problem.

PayPal disputes and chargebacks

Please contact us before you open a PayPal dispute or a chargeback; we can usually solve the problem faster. You can still use PayPal's dispute process, and PayPal's buyer protection may apply.

If a dispute or chargeback returns the payment to you, the order loses download access, as with a refund. To respond to a dispute, we may give PayPal the order and delivery records.