Refund Policy

Scope

Panosia Connect's core platform — profile creation, discovery, network sharing, biodata PDFs, and community matchmaker tools — is free forever and has no charges to refund. This policy applies to the optional, one-time verification services currently available for purchase: Self-Service ID Verification and Digital Background Check. In-Person Verification is available on request and is not bought through the in-app checkout; we confirm the price and any refund terms with you before you pay. There are no subscriptions anywhere on the platform, so there is nothing to cancel on a recurring basis.

Services marketplace bookings: Payments for services booked through our Services marketplace (for example, a photographer or venue) are currently arranged directly between you and the provider, outside Panosia Connect. We do not process, hold, or refund them, so this policy does not apply to them. The free-cancellation window shown on a listing is the provider's own policy; any deposit or refund is between you and the provider. We will update this policy before any on-platform payment for services launches.

Self-Service ID Verification

• Cancel before completion: If you cancel your ID verification before our verification vendor returns a result, your payment is automatically refunded through Stripe.
• Submission rejected: If your submission is rejected, our review team assesses the case and may issue a refund at their discretion — for example, where the rejection is due to a platform or vendor issue rather than the documents you provided.
• Resubmission: A rejected verification, whether or not refunded, may be resubmitted for a new fee. If you think a rejection was a mistake, contact us at connect@panosia.com before resubmitting and we will review it.
• Processing: Approved refunds are issued to your original Stripe payment method. If an approved refund cannot be processed automatically, we will contact you to resolve it.

Digital Background Check

• Cancel before review begins: You may cancel and receive a full refund at any time before a verifier is assigned to your request. Once the review process starts, refunds are at our team’s discretion.
• Service cannot be completed: If the service cannot be completed due to a platform limitation, you are entitled to a refund.
• Document or information issues: If we are unable to verify your background information due to a discrepancy or missing document, our team will work with you to resolve the issue before considering a refund.

How Payments and Refunds Are Processed

All verification payments are processed through Stripe Checkout. We never receive or store your card details — only the payment status and a transaction reference. Refunds are issued back to the same Stripe payment method used for the original purchase and are typically reflected on your statement within 5–10 business days, depending on your bank or card issuer.

Pricing Changes

Verification prices may change from time to time, and promotional rates may start or end. The price shown on our Pricing page is the current standard or promotional rate and is not a guarantee of the price at checkout. If you have paid for a verification before, a later verification may be charged at our standard rate rather than a promotional rate. The exact amount is shown on the secure checkout page before you pay, and that amount is the price you pay. A price change never affects an amount you have already paid; it applies only to purchases you make afterwards. Changing a price is not a change to these Terms.

Chargebacks & Disputes

If you believe a charge is incorrect, please contact us at connect@panosia.com before initiating a chargeback with your bank or card issuer. We resolve most billing disputes quickly and a chargeback is usually unnecessary. Chargebacks initiated without first contacting us may result in account suspension while the dispute is pending.

EU / UK Consumer Rights

If you are located in the European Union or United Kingdom, you may have a statutory right to cancel a digital service contract within 14 days of purchase (the “cooling-off period”). By starting a verification, you are asking us to begin straight away. You acknowledge that once the service has been fully provided you lose your right to cancel, to the extent permitted by applicable law. If you cancel within the 14 days after the service has started but before it is complete, you pay only for what has already been provided. If the service cannot be completed for reasons within our control, you remain entitled to a full refund.

Need Help?

Read our Terms of Service for the complete payment and billing terms, or contact support with any question about a charge or refund.