Refund Policy

Last Updated: March 31, 2026

This Refund Policy describes the rules and conditions governing subscription payments, cancellations, and refund eligibility for the Pearl28™ platform (the "Service"). The Service is operated by KloudStep LLC ("Company," "we," "our," or "us"). The Service provides AI-powered cosmetic skincare analysis and related digital features through a subscription-based platform.

By purchasing a subscription to the Service, you agree to the terms of this Refund Policy. This policy explains when refunds may be available, how refund requests are handled, and the circumstances under which payments may not be eligible for a refund.

This Refund Policy applies to all subscription purchases made through the Service unless otherwise stated at the time of purchase.

If you have questions regarding billing, refunds, or subscription management, you may contact the Company at support@pearl28.com.

1. Subscription Services

The Service is offered through paid subscription plans that provide access to the platform's AI-powered skincare analysis tools and related features.

Subscription plans, pricing, and available features are presented to users at the time of purchase through the Service. The Company may offer different billing options, including multi-month or annual subscription plans.

Subscriptions automatically renew at the end of each billing period unless the user cancels the subscription before the next renewal date. By purchasing a subscription, you authorize the Company or its payment processor to charge the applicable subscription fees using the payment method associated with your account.

The Company may update subscription pricing or available plans from time to time. Any changes to pricing will apply to future billing cycles and will be communicated through the Service or otherwise made available to users before taking effect.

2. Free Features and Access

The Service may offer certain limited features without requiring a paid subscription. These features may include access to introductory tools or limited skincare analysis functionality.

Free features are provided at the Company's discretion and may be modified, limited, or discontinued at any time. Because free features do not require payment, they are not eligible for refunds or credits under this Refund Policy.

Paid subscription plans provide additional features, including expanded analysis tools, tracking capabilities, historical comparison of results, and other premium functionality available through the Service.

3. 14-Day Money-Back Guarantee

The Company offers a 14-day money-back guarantee for eligible subscription purchases.

If you are a new subscriber and are not satisfied with the Service, you may request a refund within fourteen (14) days of your initial subscription purchase.

This money-back guarantee applies only to the first subscription purchase associated with your account. Refund requests submitted after the 14-day period may not be eligible for a refund.

The guarantee does not apply to subscription renewal charges, additional purchases, or accounts that have violated the Terms of Service.

Refunds approved under this policy will generally be issued to the original payment method used for the purchase, unless otherwise required by the payment processor or applicable law.

4. Subscription Renewals

Subscriptions automatically renew at the end of each billing cycle unless the subscription is cancelled before the renewal date.

By maintaining an active subscription, you authorize the Company or its payment processor to charge the applicable renewal fee to the payment method associated with your account at the start of each renewal period. Unless otherwise required by applicable law, subscription renewal payments are generally non-refundable once processed. Users are responsible for managing their subscription settings and cancelling their subscription before the next billing date if they do not wish to continue the Service.

Subscription status, billing dates, and cancellation options are available through the user's account settings within the Service.

5. Cancellation Policy

You may cancel your subscription at any time through your account settings within the Service or by contacting the Company at support@pearl28.com.

If you cancel your subscription, your access to paid features will continue until the end of the current billing period. After the billing period expires, your subscription will not renew, and you will no longer be charged for the Service.

Cancellation of a subscription does not automatically entitle you to a refund. Refund eligibility is determined solely in accordance with the terms of this Refund Policy, including the 14-day money-back guarantee described above.

Users are responsible for cancelling their subscription before the next billing date if they do not wish to be charged for the next renewal period.

6. Non-Refundable Circumstances

Except as expressly stated in this Refund Policy or where required by applicable law, subscription payments are generally non-refundable.

Refunds will not typically be provided in the following circumstances:

• Renewal charges that occur after the applicable billing period has begun
• Partial subscription periods or unused portions of a subscription term
• Failure to cancel a subscription before the applicable renewal date
• Dissatisfaction with the results, insights, or recommendations generated by the Service
• Changes in personal skincare preferences, expectations, or circumstances

Because the Service provides digital analysis tools and personalized insights generated through automated systems, differences in user expectations regarding results or recommendations do not constitute grounds for a refund.

7. Exceptional Refunds

In limited circumstances, the Company may issue refunds outside of the standard refund eligibility rules described in this Refund Policy.

Examples of situations where a refund may be considered include:

• Billing errors or duplicate charges
• Technical failures that prevent access to the Service for a substantial portion of the subscription period
• Other circumstances where the Company determines that a refund is appropriate

Requests for refunds under these circumstances will be reviewed on a case-by-case basis. The Company reserves the right to determine whether a refund will be granted.

Any refunds approved under this section will generally be issued to the original payment method used for the purchase, unless otherwise required by applicable law or payment processor requirements.

8. Processing Refund Requests

To request a refund, you must contact the Company by email at support@pearl28.com. Your refund request should include sufficient information to allow the Company to review the request, such as your account email address, the date of purchase, and a brief description of the issue.

The Company will review refund requests within a reasonable period and may request additional information if necessary to evaluate the request.

Submitting a refund request does not guarantee that a refund will be issued. All refund determinations are made in accordance with this Refund Policy and applicable law.

9. Chargebacks and Payment Disputes

If you believe a billing error has occurred, contact the Company at support@pearl28.com before initiating a chargeback or payment dispute with your payment provider.

If a chargeback or payment dispute is initiated for a payment the Company reasonably believes is valid, the Company reserves the right to suspend or terminate access to the Service associated with the account involved in the dispute.

The Company also reserves the right to dispute chargebacks that it believes are fraudulent, abusive, or inconsistent with this Refund Policy or the Terms of Service.

10. Digital Services Acknowledgment

The Service provides digital tools and features that become available to users immediately upon activation of a subscription.

By purchasing a subscription, you acknowledge that access to digital services and features may begin immediately after payment is processed. These services may include access to the platform, analysis tools, personalized insights, and other digital functionality provided through the Service.

Because the Service provides digital content and functionality that may be used immediately after purchase, you understand that certain consumer withdrawal rights that apply to physical goods may not apply once access to the Service has been provided, except where required by applicable law.

Nothing in this section limits any refund rights that may be provided under this Refund Policy or required under applicable consumer protection laws.

11. Changes to This Refund Policy

The Company may update this Refund Policy from time to time to reflect changes to the Service, subscription offerings, billing practices, or applicable legal requirements.

When updates are made, the revised version of this Refund Policy will be posted on the Company's website or within the Service, and the "Last Updated" date at the top of the policy will be revised accordingly.

Your continued use of the Service after any updates to this Refund Policy constitutes your acceptance of the revised policy.

12. Contact Information

If you have questions regarding billing, subscription management, or this Refund Policy, you may contact the Company using the information below:

The Company will make reasonable efforts to respond to billing and refund inquiries in a timely manner.