Refund Policy

At Pilgrim's Path, we are committed to providing a high-quality educational platform for your Hajj and Umrah preparation. We want you to feel confident when you purchase. This Refund Policy governs all purchases made on pilgrimspath.io and is incorporated into our Terms of Service.

1. Scope of This Policy

This policy applies to the following paid plans purchased directly on pilgrimspath.io:

• Lifetime Basic — $19 one-time payment
• Lifetime Pro — $99 one-time payment

Enterprise and organization-level agreements are governed by separate terms agreed upon at time of purchase. Free accounts are not subject to this policy.

2. Refund Eligibility

You are eligible for a full refund if both of the following conditions are met:

Condition 1 — Time Window

Your refund request must be submitted within 7 calendar days of the date your payment was processed (the "Purchase Date"). Requests received after this window will not be eligible for a refund.

Condition 2 — Content Usage Threshold

You must not have accessed, completed, or substantially consumed more than 50% of the paid content available to your plan. Specifically, a refund will not be issued if:

• You have completed more than 6 of the 12 Hajj journey scenes; or
• You have completed more than 3 of the 6 Umrah journey scenes; or
• Both combined indicate that the majority of the paid content has been consumed.

We log scene completion and progress data in your account for this purpose. This threshold is designed to be fair — it gives you ample opportunity to evaluate the platform while protecting against bad-faith claims made after the majority of the content has been used.

3. How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to contact@pilgrimspath.io within 7 days of your purchase.
2. Use the subject line: "Refund Request — [Your Order ID or Email Address]"
3. Include in the email: your full name, the email address used for your account, the date of purchase, and a brief reason for the request. A reason is helpful but not mandatory.
4. We will verify your eligibility (purchase date and usage) and respond within 2 business days.
5. If approved, the refund will be processed to your original payment method within 5–10 business days, depending on your bank or card issuer.

4. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The refund request is submitted more than 7 calendar days after the Purchase Date;
• More than 50% of the paid content has been accessed or completed (as described in Section 2);
• The account has been suspended or terminated for violation of our Terms of Service;
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• The purchase was made through a third-party platform, reseller, or promotional code with its own refund terms (governed by that platform's policy);
• Duplicate purchase refunds where the original purchase was already refunded;
• Requests based solely on a change of mind after the 7-day window has passed.

5. Processing & Payment Method

All approved refunds are returned to the original payment method used at checkout (credit/debit card, mobile money, etc.). We do not issue refunds as store credit or alternative payment unless specifically requested and agreed upon. We have no control over how quickly your card issuer or bank processes the return — typical processing times are 5–10 business days after we initiate the refund on our end.

If your original payment method is no longer active (e.g., a cancelled card), please notify us in your refund request so we can arrange an alternative. We may require additional verification in such cases.

6. Chargebacks & Payment Disputes

We strongly encourage you to contact us directly at contact@pilgrimspath.io before initiating a chargeback or payment dispute with your bank or card issuer. Initiating a chargeback without first attempting to resolve the issue with us:

• Will result in immediate suspension of your account pending investigation;
• May result in permanent account termination;
• May be reported to fraud prevention services.

We are committed to resolving legitimate issues promptly and fairly. Please give us the opportunity to make it right before escalating to your payment provider.

7. Partial Refunds

In exceptional circumstances not covered by this policy — such as a significant technical failure on our part that prevented you from accessing content you paid for — we may, at our sole discretion, offer a partial refund or account credit. Such decisions are made case-by-case and do not constitute a waiver of this policy or a precedent for future requests.

8. Enterprise Plans

Refund terms for Enterprise and white-label agreements are separately negotiated and documented at time of contract. This policy does not apply to Enterprise clients. Enterprise clients should contact their account manager or email contact@pilgrimspath.io for any billing concerns.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. The policy in effect at the time of your purchase governs your refund eligibility. Any updated policy will apply to purchases made after the effective date of the update.

10. Contact Us

For all refund requests and billing inquiries:

• Email: contact@pilgrimspath.io
• Response Time: Within 2 business days
• Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT)