Last updated: 4 September 2026
FinishPilot is run by Stepan Zarichnyi, a sole trader established in the United Kingdom at:
52 Bramber Road
London W14 9PB
United Kingdom
You can reach us at support@finishpilot.co.uk.
This page explains who you actually bought from, how to ask for your money back, and what we do when a refund request comes to us. It sits alongside our Terms of Service and adds to them. Nothing here takes away rights the law gives you.
Everything you can pay for in FinishPilot is an in-app purchase, so the payment goes through Apple or Google — never through us. We never see your card and we never hold it.
Who the seller is depends on where you are. In some countries the store sells to you in its own name; in others the store takes the payment on our behalf and the sale is with us. You do not have to work this out: your receipt says who sold it to you. Check the receipt Apple or Google emailed you, and follow the matching section below.
If you are not sure, send us the receipt and we will tell you which route is yours. If the store was the seller we will point you to the right place; if we were, we deal with it ourselves.
The store tells us a purchase happened, and we switch on what you bought. That is the whole of our part in the payment. It is not the whole of our responsibility to you — see "Your legal rights" at the end of this page.
We cannot reverse an Apple charge. Only Apple can.
There is no button on our side that reverses an App Store payment. That is not us passing the buck — Apple simply does not give developers that control. If anyone tells you otherwise, they are wrong.
To ask Apple:
If the purchase isn't listed, the usual reasons are: it was bought on a different Apple Account — search your email for "receipt from Apple" to see which one; it sits under a Family Sharing organiser, who can request it for you; or the charge is still pending, in which case wait for the receipt email and try again.
Apple decides the outcome, not us.
What we do on our side, even though we can't move the money:
And if the fault is ours, Apple is not necessarily your only route. A refund from Apple is not the only remedy the law knows about. If what you bought was faulty, not as described, or not fit for a purpose you told us about, consumer law may give you a remedy against the supplier — including a reduction in the price, which can be the whole of it.
Where applicable law makes us responsible and the store cannot provide the remedy, we will provide the remedy required by law. We will not refuse to look at a complaint simply because Apple took the money. Write to us, set out what went wrong, and we will deal with it on the merits. Where money is owed back, the Consumer Rights Act gives us 14 days to pay it and we will not take longer.
Where your receipt shows Google as the seller, the request starts with Google — and where you are decides how far Google takes it. Where the receipt shows us, come straight to us.
In the UK and the EEA. Google handles the request itself, and there is no time window that hands you over to us. Google refunds Play purchases that are faulty, unavailable, or don't perform as stated, and may refund others under its policy for these markets. Google's own page also says you can contact the developer directly, so you can write to us at any point as well.
Everywhere else. Google's policy is timed. Within 48 hours of the purchase, ask Google. After 48 hours, Google's own page tells you to contact the developer — that's us. So if it has been more than two days, come to us first; Google will only send you back.
Either way, the request form is the same:
Google says it usually decides within a day, and that it can take up to four.
Our Terms of Service say billing is handled by Apple or Google, and that where the store is the seller, refund requests are handled by that store. That is still where a request starts. What this page adds is what happens next: on Google Play we can also issue a refund ourselves, from our developer account. Google requires us to set our own refund policy, to issue refunds in line with it, and to tell you when it changes. This is that policy.
These are our own rules for what we do voluntarily. They are not a ceiling on your legal rights. If the law gives you more than this policy does, the law wins.
Cancelling stops the next payment. As a rule it does not give back the last one, and you keep Pro until the end of the period you have already paid for. In some countries the law lets you cancel straight away and get the unused part back — Google says so itself — so if you think that's your position, tell us and we'll look at it rather than quote you the general rule.
Two things people get caught by:
fp_pro_monthly)A monthly, auto-renewing subscription. Billed by the store, renews until you cancel.
If a payment is refunded or the subscription lapses, Pro features switch off as soon as the store tells us it is no longer active. That includes the higher preview allowance, unlimited quick invoices, the clean PDF footer and the option to turn off the before/after watermark.
Everything you already made stays: projects, quotes, invoices, clients, and every preview you generated. Pack credits you bought separately stay too.
fp_pack_10, fp_pack_20, fp_pack_50)One-off purchases that add AI preview credits to your account. They go into one pool, they are only spent after any free or Pro allowance, and they don't expire while your account exists.
Here is the awkward part, said plainly: the credits land on your account as soon as the store confirms the purchase to us — usually within a minute, and there is nothing left for you to collect afterwards. From then on they are yours to spend. So by the time most people ask about a refund, some or all of the pack has already been used. That is why our rules above turn on how much of it is left, not on how you feel about it.
fp_invoice_20)One-off purchase, 20 quick-invoice credits. The same rules in this policy apply to it as to the generation packs.
One thing to know: a credit counts as used once an invoice has actually been issued. An issued invoice has a number, and a numbered invoice can't be deleted or renumbered — the series has to run without gaps. So issuing an invoice and then deleting it doesn't give the credit back.
This is the thing that generates most refund questions, so here is the honest split.
A generation that failed and did not give your credit back is a fault, and putting it right is on us.
Normally you never have to ask. If a generation errors, the credit goes straight back automatically — including when a photo is turned down by the automatic content check. Open the Account screen to see it; those numbers only refresh when you open that screen.
But a generation can occasionally get stuck and never finish. If that happens and the credit hasn't come back, tell us roughly when you tried and we'll put it back by hand. No proof needed beyond the date, and it doesn't matter which store you bought from — this one is entirely on our side.
A preview you don't like is not a fault. From our Terms:
AI Previews are visualisations, not guarantees. The actual finished result will depend on the specific materials used, workmanship, lighting, and other factors. Previews are provided as an approximate guide only.
Colour, light and layout will vary. Sometimes the AI produces something you'd never show a client. Trying again costs another credit, because generating it costs us again either way. We'd rather tell you that up front than pretend otherwise.
If you think the app gave you a misleading impression of what the feature does, say so and we'll look at it properly.
Pro. The two metered Pro features — AI previews and unlimited quick invoices — are checked against the store every single time you use them, so they stop as soon as the store says the subscription is no longer active. The Pro options inside the app, like the clean PDF footer and turning the before/after watermark off, catch up a few minutes later, when the app next re-reads your subscription. If you also hold free Pro time from our referral programme, that runs to its own end date and a refund doesn't touch it. Your data stays either way.
Packs. Being straight with you: if the store refunds a pack purchase by itself, the credits are not automatically removed from your account. Our system has no step that takes them back, so a store-initiated refund can leave you refunded and still holding the credits. Where we make the refund ourselves under this policy, we remove those credits by hand as part of it. We are telling you this because it's true, not as an invitation. If we ever change how it works, we'll update this policy and give you at least 14 days' notice, as our Terms require.
Deleting your account removes any remaining credits, because they only exist while the account does. So if you are still holding credits you paid for and you want to close the account, tell us before you delete it. We'll either refund the unused balance or, where the store handled the sale, tell the store in writing that we don't object to it refunding you. We are not going to keep money for generations we never supplied.
And, again, deleting your account does not cancel a subscription.
Nothing in this policy removes a right the law gives you. If you are a consumer, the law does not allow us to — and we are not trying to. If you are buying for your business, your Terms of Service apply as written and this policy sits on top of them rather than cutting them down.
If you are buying as a consumer in the UK or the EEA, you normally have 14 days to cancel a distance purchase and get your money back. The law splits that in two, and both stores apply the split, so it is better said than discovered.
The packs are digital content. If digital content is delivered to you immediately, you lose the 14-day right — but only if, before delivery began, you both agreed to immediate delivery and acknowledged that you were giving the right up, and only if you were then sent confirmation of it. That happens, or doesn't, inside the store's own checkout. We have no part in it and no record of it. Credits land as soon as the store confirms the purchase, so a store may treat the right as already waived; Google says exactly that in its refund policy for the UK and the EEA. But if you don't believe you were ever asked, say so. Where those steps didn't happen, the law says you bear no cost for what was supplied — and we'd rather look at it than assume the store got it right.
Pro is more likely a digital service, and that right is not waived the same way. Google's own UK and EEA policy says you have an automatic statutory right of withdrawal from contracts for the purchase of digital services for 14 days after you make the purchase. Apple's UK terms say you may cancel your order within fourteen days of receiving your receipt, without giving any reason. And where you cancel inside that window after asking for the service to start straight away, the law lets us charge only for the part of the period you actually had — the rest comes back to you.
Which box a monthly app subscription falls into is not a question we are going to decide against you. If you are in the UK or the EEA and you want to withdraw from Pro within 14 days of a payment, say so: on Google Play we can refund it ourselves; on the App Store, submit it at reportaproblem.apple.com and we'll put in writing that we don't oppose it, for you to attach.
Note that our own 14-day window further up this page is a separate thing we offer voluntarily. You don't have to establish a legal right to use it.
Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for its purpose, and as described. If it isn't, you are entitled to have it put right at our cost, and if we can't put it right you are entitled to a reduction in the price — which the Act says can be the full amount you paid. If the problem shows up within six months of your purchase, the law assumes it was there from the start unless we can show otherwise; you do not have to prove it. And once we agree you're owed money back, the Act gives us 14 days to pay it. We won't take longer than that.
The Act also says those rights cannot be excluded or restricted by a contract term. Our Terms of Service contain a general "as is" disclaimer and a cap on our liability; to the extent either of them would cut down a right the Consumer Rights Act gives you, it does not bind you and we will not rely on it.
FinishPilot is sold as a tool for your trade business, and our Terms say so. Whether you count as a consumer in law depends on your own circumstances. We are not going to decide that for you, and we will not tell you that consumer law doesn't apply to you.
Email support@finishpilot.co.uk, or write to us at the address at the top of this page.
We aim to reply within 2 business days — the same aim we publish on our support page. Google's developer rules require us to answer support mail within three business days, and within 24 hours where Google marks something urgent.
To save a round trip, tell us:
We never need your card details. Not the number, not the last four digits, not the expiry date, not a photo of the card. We do not hold them, we cannot use them, and there is nothing about a refund that requires them. If anyone asks you for card details in connection with FinishPilot, it is not us.
If we change this policy in a way that matters, we will give you at least 14 days' notice by email and/or in the app, the same as we do for our Terms.
See also our Terms of Service, Privacy Policy and Support page.