Refund Policy
Last updated: June 12, 2026
Overview
Pickerway is operated by Jove Software.
Pickerway provides digital tokens that can be used inside the platform to run giveaway draws and related services. Tokens are digital goods delivered electronically after purchase. This Refund Policy explains when refunds are available, how refund requests are reviewed, and how payment disputes are handled.
Payments are processed through Stripe. When a refund is approved, it is issued back to the original payment method used for the purchase.
By purchasing tokens or using Pickerway, you agree to this Refund Policy together with our Terms of Service and Privacy Policy.
Refund eligibility
You may request a full refund of unused tokens within 14 days of purchase.
A token is considered unused if it has not been spent on a completed giveaway draw or another completed paid action inside Pickerway.
If you have used only part of your purchased token balance, you may request a partial refund based on the unused token balance. In this case, the refund amount will be calculated on a pro-rata basis.
Tokens spent on giveaway draws that have already been completed, resolved, and recorded are not refundable. A completed draw means that winners have been selected and the draw result has been generated or recorded by Pickerway.
If a draw is still in progress, failed because of a technical issue on our side, or was not completed correctly due to a Pickerway system error, the related tokens may be returned to your account balance automatically.
Refund requests made more than 14 days after purchase may still be reviewed on a case-by-case basis. Approval is not guaranteed, but you can contact us and we will review your request fairly.
Non-refundable cases
Refunds are generally not available in the following cases:
Tokens that were already spent on completed giveaway draws
Tokens used for completed services inside Pickerway
Accounts suspended or terminated due to fraud, abuse, payment misuse, or violation of our Terms of Service
Purchases connected to repeated chargebacks, suspicious payment activity, or unauthorized account access
Requests made with incomplete or inaccurate account information
We may refuse a refund request if we reasonably believe the request is fraudulent, abusive, or inconsistent with the actual use of the account.
How to request a refund
To request a refund, please contact us at:
Please include the following information in your email:
Your Pickerway account email address
The transaction date
The purchase amount
The reason for the refund request
Any related draw ID, invoice, receipt, or payment reference if available
Once the in-app refund request feature is available, you may also be able to request a refund directly from your account or billing page.
We aim to respond to refund requests within 3 business days.
Processing time
If your refund is approved, we will process the refund through Stripe back to your original payment method.
After the refund is issued, it may take 5 to 10 business days for the amount to appear on your card or bank statement. The exact timing depends on your bank, card issuer, and payment network.
Payment processing fees, card network fees, currency conversion costs, and similar non-refundable third-party fees may be deducted from the refunded amount where permitted by applicable law.
Service failures
If a giveaway draw fails because of a technical error on Pickerway’s side, the tokens used for that failed draw may be returned to your account balance automatically.
Examples of service failures may include:
A draw could not be completed due to a Pickerway system error
A technical issue prevented winner selection from being completed
A completed result was not generated due to a platform-side failure
This does not include failures caused by incorrect user input, unavailable third-party data, deleted social media content, private accounts, restricted access, or changes made by external platforms.
Chargebacks and payment disputes
If you do not recognize a charge or believe there is a problem with your payment, please contact us first. In most cases, we can review the issue faster through direct communication.
If you file a chargeback or payment dispute with your bank before contacting us, we may temporarily suspend access to paid features while the dispute is reviewed.
When responding to a payment dispute, we may provide Stripe, payment networks, banks, or other relevant parties with evidence related to the transaction. This may include account records, payment records, token usage logs, draw records, refund request history, support messages, and technical records related to completed draws.
We do this to prevent fraud, protect the integrity of our service, and respond to payment claims accurately.
Refund evidence and account records
To review refund requests and payment disputes, Pickerway may keep records related to purchases and token usage.
These records may include:
Transaction ID
Account email
Purchase date
Purchased token amount
Used and unused token balance
Draw status
Proof hash or similar draw record
Refund request details
Support communication
Account activity records
These records help us verify whether tokens were delivered, whether they were used, and whether a refund request is eligible under this policy.
Changes to this Refund Policy
We may update this Refund Policy from time to time. When we make changes, we will update the “Last updated” date at the top of this page.
If a change is material, we may provide additional notice through the website, app, or email where appropriate.
The version of the Refund Policy in effect at the time of your purchase will generally apply to that purchase, unless a later version provides you with more favorable terms or is required by law.
Contact
For refund requests or questions about this Refund Policy, please contact us at:
Jove Software