PingPolls Terms of Service

1. Introduction

These Terms of Service ("Terms") govern your use of the PingPolls survey platform (the "Service"), which is owned and operated by PT Internet Respons Lab ("we," "us," or "our"). These Terms apply to all users of the Service, including Surveyors (who create and manage surveys) and Respondents (who answer surveys).

Our servers are primarily located in San Francisco, USA, with additional storage provided via Cloudflare R2. Subscription payments are processed via Dodo Payments.

2. Acceptance of Terms

By accessing, using, or registering for the Service, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, you may not use the Service. If you are using the Service on behalf of an entity, you represent that you have the authority to bind that entity to these Terms.

3. Account Registration and Security

• Account Creation: You can create an account using third-party authentication services (e.g., Google, GitHub). You agree to provide accurate and complete information.
• Security: You are responsible for all activity under your account. You must keep your login credentials secure and notify us immediately of any unauthorized use.

4. User Responsibilities and Prohibited Conduct

As a Surveyor, you are responsible for the content of your surveys. You agree not to:

• Use the Service for any unlawful or fraudulent purpose.
• Upload or distribute content that is harmful, defamatory, or infringes intellectual property rights.
• Collect highly sensitive information such as passwords, bank account numbers, or credit card details.
• Interfere with the security or proper functioning of the Service.

5. Intellectual Property and Content Ownership

• Our Intellectual Property: The PingPolls platform, including its software, design, and algorithms (including the Certiscore™ Method), are our exclusive property. You may not copy, reverse engineer, or attempt to derive the source code.
• Certiscore™ Public Domain Acknowledgment: The core methodology of the Certiscore™ Method is in the public domain. However, the name "Certiscore™" is our registered (pending) intellectual property. If you reference the "Certiscore™" method in any publication, research, or product, you must provide attribution to PingPolls.
• User-Generated Content: You retain rights to the surveys you create. By creating a survey, you grant us a worldwide, non-exclusive, royalty-free license to use, reproduce, and display your content for the purpose of providing the Service.
• Repurposed Data for AI Training: If you enable the “repurpose” setting on a survey, you grant us permission to use anonymized responses to train our internal AI models. This training process is irreversible, though you may still request deletion of the original data per our Privacy Policy.

6. AI Features and Disclaimer

PingPolls uses AI models from third-party providers (e.g., OpenAI, Gemini). These features assist you but are not a substitute for human judgment. We do not guarantee AI-generated content to be accurate, complete, or error-free. You are solely responsible for verifying AI outputs before relying on them.

7. Subscription

Payment Processing and Merchant of Record

PingPolls uses Dodo Payments as our primary Merchant of Record (MoR). By subscribing to our services, you acknowledge that Dodo Payments acts as the reseller and authorized vendor of the software. All financial transactions, billing data, and subscription management are processed securely through Dodo Payments.

Subscription Activation Criteria

A subscription to PingPolls is considered active only when both of the following conditions are met within the Dodo Payments system:

1. The payment status is confirmed as "Success" or "Paid."
2. The subscription status is confirmed as "Active."

If a transaction results in a successful payment but the subscription status remains inactive (or vice versa) due to a processing error, PingPolls reserves the right to withhold service access until both statuses are reconciled.

Billing Cycle and Service Validity

Your subscription validity is determined strictly by the billing cycle data provided by our payment processor. The service will remain active from the time of successful activation until the next billing date, as indicated in your Customer Billing Portal.

Plan Modification Restrictions (48-Hour Rule)

To ensure the security of transactions and to account for international processing delays, you may not modify (upgrade or downgrade) your subscription plan if your latest successful payment was made within the last 48 hours. This restriction applies to all accounts to prevent payment synchronization issues. If you wish to change your plan shortly after a payment, please wait until this 48-hour processing window has passed.

Upgrades, Downgrades, and Proration

You may upgrade or downgrade your subscription plan at any time (subject to te 48-hour rule above). PingPolls utilizes an "Immediate Proration" model for all plan changes. We calculate the prorated amount based on the remaining time in your current billing cycle:

• Upgrades: If the new plan is more expensive, you will be charged immediately for the difference in price between the old plan and the new plan for the remainder of the cycle.
• Downgrades: If the new plan is less expensive, the difference in value for the remainder of the cycle will not be refunded to your payment method. Instead, this surplus amount will be automatically converted into PingPolls Account Credits.

PingPolls Account Credits

PingPolls may, at its sole discretion, issue "Account Credits" to a user's balance.

• Sources: Credits may be accumulated through plan downgrades (as detailed in Section 5), promotional campaigns, referral programs, giveaways, or as a method of refund/compensation for service issues.
• Usage: Account Credits are automatically prioritized for payment. If you have a positive credit balance, it will be automatically applied to your next subscription renewal or plan modification, reducing the amount charged to your payment method.
• Adjustments: PingPolls reserves the right to audit and manually adjust credit balances to correct calculation errors, resolve billing discrepancies, or remove credits obtained via fraudulent means.
• No Cash Value: Account Credits are non-transferable, cannot be exchanged for cash, and cannot be withdrawn to a bank account or credit card. They exist solely to offset future PingPolls service costs.

Cancellation Policy

You may cancel your subscription at any time via the Customer Billing Portal hosted by Dodo Payments.

• Effect of Cancellation: Cancellation is not immediate. Upon cancellation, your subscription will not renew, but your access to the paid features will continue until the end of your current billing cycle.
• Portal Options: Please note that while the Billing Portal may offer options such as "Cancel Immediately" or "Cancel at End of Cycle," PingPolls treats all cancellations as "End of Cycle." Your service will remain active for the duration you have already paid for. We do not provide partial refunds for unused time in a billing cycle.

Refund Policy

Strict No-Refund Policy: By default, all payments made to PingPolls are non-refundable. This includes, but is not limited to, partial months of service, upgrade/downgrade adjustments, and unused time following a cancellation.

Exceptions & Method: Refunds may be considered solely in the event of a proven technical error (e.g., double deduction). To be eligible, you must submit a request to our support team accompanied by verifiable documentation (e.g., a screenshot of your bank statement).

• Refund Method: In the event a refund is approved, PingPolls reserves the right to issue said refund in the form of PingPolls Account Credits rather than a reversal to the original payment method, unless otherwise required by applicable law.

Payment Failures and Account Suspension

PingPolls does not offer a grace period for failed payments. If a scheduled renewal payment fails for any reason (e.g., expired card, ins## PingPolls Refund Policy

This Refund Policy explains how PT Internet Respons Lab ("PingPolls," "we," "us," or "our") handles subscription cancellations and refund requests for our paid services. This policy is governed by and must be read in conjunction with Section 7 (Subscription) of the PingPolls Terms of Service.

1. Merchant of Record and Payment Processor

All payments and subscription management are handled by our Merchant of Record, Dodo Payments. By subscribing, you acknowledge that Dodo Payments is the authorized vendor of the software.

2. Subscription Cancellation

• Cancellation Process: Subscriptions can be cancelled at any time via the Customer Billing Portal (hosted by Dodo Payments).
• Effect of Cancellation: Cancellation is treated as "End of Cycle." You will retain access to paid features until the last day of your current billing cycle. No further charges will be applied.
• No Partial Refund: We do not provide partial or prorated refunds for any unused time in a billing cycle following cancellation.

3. Policy on Plan Downgrades

• PingPolls uses an "Immediate Proration" model for all plan changes.
• No Refund for Downgrade: If you downgrade to a less expensive plan, the difference in value for the remainder of the current billing cycle will not be refunded to your payment method.
• Account Credits: This surplus amount will be automatically converted into PingPolls Account Credits and applied to your balance.

4. Strict No-Refund Policy

By default, all payments made to PingPolls are non-refundable. Refunds will not be provided for reasons including (but not limited to):

• Failure to cancel your subscription before renewal.
• Claims for unused time within a billing cycle or following a cancellation.
• Change of mind, general dissatisfaction, or claims unrelated to a technical error.
• Unused Account Credits.

5. Exceptions and Refund Method

Exceptions: Refunds will only be considered in the event of a proven, verified technical error resulting in a duplicate or incorrect deduction (e.g., double deduction).

• Eligibility: To be eligible, you must submit a request to support with verifiable documentation (e.g., a screenshot of your bank statement or Dodo Payments receipt) confirming the error.
• Method of Refund: If a refund is approved at our sole discretion, PingPolls reserves the right to issue the refund in the form of PingPolls Account Credits rather than a reversal to the original payment method, unless mandated otherwise by applicable law.
• Account Credits: Credits are non-transferable, have no cash value, and can only be used to offset future PingPolls subscription costs.

6. Contact Us

For refund requests under the stated exception, please contact our support team via the get in touch page or email us at [email protected]. We will review your request in accordance with this policy and the Terms of Service.

By subscribing to PingPolls, you confirm that you have read, understood, and agreed to this Refund Policy. ufficient funds):

• Immediate Suspension: Your subscription status will immediately change to "On Hold," and access to paid features will be revoked instantly.
• Reactivation: You may reactivate your subscription at any time by updating your payment method and successfully processing the payment via the Billing Portal. Access will be restored immediately upon confirmation of successful payment.

Taxes and Duties

Unless explicitly stated otherwise, all subscription prices displayed on the PingPolls website are exclusive of taxes. As the Merchant of Record, Dodo Payments may automatically calculate and add applicable taxes (such as VAT, GST, or Sales Tax) to your total charge based on your billing location/country. You are responsible for the payment of all such taxes in addition to the subscription fee.

Price Adjustments

PingPolls reserves the right to adjust pricing for our service tiers. However, we are committed to transparency. In the event of a price increase, we will provide active subscribers with a written notice at least 6 months prior to the change taking effect. The new pricing will only apply to billing cycles starting after this notice period.

8. Termination

We may suspend or terminate your account at our sole discretion without prior notice if you breach these Terms. You may terminate your account at any time by contacting us through the get in touch page page.

9. Disclaimers and Limitation of Liability

The Service is provided “as is” and “as available” without warranties of any kind, either express or implied. To the maximum extent permitted by law, PT Internet Respons Lab, its affiliates, and its employees are not liable for any direct, indirect, incidental, special, consequential, or punitive damages arising from your use of the Service.

10. Governing Law and Dispute Resolution

PT Internet Respons Lab is incorporated and operates under the laws of Indonesia.

All user data is securely hosted in San Francisco, United States, with additional redundancy via Cloudflare R2. We are committed to compliance with Indonesian law, as well as applicable international data protection standards.

Any disputes will be resolved under Indonesian jurisdiction, through the competent courts of Jakarta, Indonesia.

11. Changes to the Terms

We reserve the right to update these Terms at any time. Changes will be communicated via email and our official social media channels (e.g., X, Threads). Continued use of the Service constitutes acceptance of the updated Terms.