PICO Store Refund Policy

Last Updated: 12/20/2022

If you are a consumer residing with the European Union, the European Economic Area or the United Kingdom, you may have a statutory right of withdrawal allowing you to withdraw from a purchase and receive a refund under your local consumer laws as described in the EU/EEA/UK Consumer Right of Withdrawal. In such cases, the PICO Store Refund Policy presents an additional refund scheme and does not limit or otherwise modify your statutory rights. You may freely choose to claim a refund under your statutory right of withdrawal, if any, instead of a refund under this Policy.

This PICO Store Refund Policy only applies to individual users of the PICO Store. If you are an enterprise user of PICO products or services, this Policy does not apply to you.

1. What Purchases May Be Subject to a Refund

If you purchase the following items from the PICO Store, you may request a refund from PICO in accordance with this Policy:

• Apps (including game Apps)
• In-App purchases
• Downloadable content (DLC)
• Bundles of Apps

To request a refund of any of the above items, please contact PICO's customer service team at safety.pico@bytedance.com. We review refund requests in accordance with this Policy and, if the circumstances of your refund request are not covered by this Policy, we will review your refund request on a case-by-case basis and reserve the right not to give you a refund.
You may also request an automatic refund of Apps in accordance with the terms and conditions set forth in the “Automatic Refund Process” section below.

2. Non-Refundable Purchases

Redemption Codes. PICO does not offer refunds for App redemption codes that you have received or obtained, or will receive or obtain, in any manner, regardless of whether you have redeemed such codes or not. App redemption codes are, in some cases, offered by PICO for free. Even if you purchase such redemption codes from a third party for a fee, PICO is not liable to provide you with any refund for such redemption codes.
Subscriptions. Unless otherwise required by applicable laws, PICO does not offer refunds for your subscriptions to premium services of any App. If you believe you are entitled to receive a refund, please contact us in accordance with section 9 (Contact Us) below. FOR THE AVOIDANCE OF DOUBT, IF YOU ARE AN USER RESIDING WITH THE EUROPEAN UNION, THE EUROPEAN ECONOMIC AREA OR THE UNITED KINGDOM, THIS DOES NOT AFFECT YOUR CONSUMER RIGHT OF WITHDRAWAL.


3. Automatic Refund Process

An automatic refund process is available for Apps
PICO offers an automatic refund of your purchase of an App from the PICO Store if ALL the following conditions are met and subject to the other conditions in this Policy:

• Your refund request must be made within 14 calendar days of the date you purchased the App from the PICO Store;
• You must have used the App for a total of no more than 120 minutes across all of your PICO devices;
• You must be requesting an automatic refund for the App for the first time;
• You must have purchased the App directly from the PICO Store; in other words, this automatic refund process does not apply to App purchases that are not made directly on the PICO Store, such as Apps made available through third-party platforms or other channels, Apps redeemed by using redemption codes, or Apps offered for trial use; and
• The refund must be consistent with all terms of this Policy and any other contractual terms between you and us, including information displayed on the product details page of Apps (if any).

If you prefer not to use the automatic refund process, you may still contact our customer service team to request a refund of your purchase of the App.

PICO devices supporting automatic refund
Automatic refunds for Apps are only supported by certain models of PICO devices. Currently, only the Neo 3 Link model and models released thereafter support automatic refunds. If you have questions regarding whether your PICO device can support automatic refunds, please contact our customer service team at safety.pico@bytedance.com.

Automatic refund process
To initiate an automatic refund request, please download the mobile App “PICO VR” and submit the refund request through [Menu] - [Purchases] - [Apply for Refund].
If your automatic refund request satisfies the conditions set forth in this Policy, you will receive a notification informing you that your automatic refund request has been approved on the Refund Request page.
If your automatic refund request fails to satisfy any of the conditions set forth in this Policy, you will receive a notification on the Refund Request page informing you that your automatic refund request is rejected, your automatic refund request is transferred to our customer service team for handling, or other notification informing you that your automatic refund request fails to satisfy any of the conditions set forth in this Policy for automatic refund. In addition, not every user is eligible to receive automatic refunds. You may then contact PICO’s customer service team at safety.pico@bytedance.com if you have further inquiries about your refund request.

4. Circumstances where a Refund is not Available

Cheating. If you engage or attempt to engage in cheating activities (e.g., you tamper with your usage time of any App), you will no longer be eligible to request a refund of your purchase.
Refund abuse. PICO may use various mechanisms to determine whether a refund request constitutes a refund abuse. Refund abuses may include, but are not limited to, making manifestly unfounded, excessive or repetitive requests, using our platform for purposes other than personal or household purposes, or seeking to use the automatic refund process to harm or disrupt our or others' operations. If we reasonably determine that a refund request constitutes a refund abuse, we may reject or delay responding to your refund request. We also reserve the right to suspend or terminate your PICO account if you abuse our refund services, without prejudice to other remedies we may have against you.
Violation of law or breach of contract. You will not be entitled to a refund if you breach any agreements, terms, conditions, policies or guidelines applicable to you, or you violate any applicable laws, regulations or rules, in connection with your use of our platform or any of the Apps or other related content, products or services made available to you by us or third parties (e.g., the terms of service for PICO users between you and PICO, or the terms of service between you and the provider of an App).


5. Withdrawal of Refund Requests

You cannot withdraw a refund request after you have submitted it.


6. What will Happen to your Purchased Items if You Request a Refund

After you initiate a refund request for a purchase of an App, your access to such App will be suspended. If your refund request is rejected, your access to such App will be restored. If your refund request is approved, your access to such App will be terminated.
After you initiate a refund request for a purchase of other refundable items, your access to such items may be suspended or terminated during the refund process or on or after your refund process is completed.


7. How Long it Takes for You to Receive Refund

If your refund request is approved, the refunded amount will be credited back to your original payment method. You will usually get the refunded amount within 5 business days after your refund request is approved, but it may take longer depending on the payment method you use.


8. Refund will Fail if Your Payment Account is Defective

If your original payment method is defective or no longer accessible or valid (e.g., if the bank account you used to pay for the purchase has been frozen or terminated), PICO will not be able to give you a refund.


9. Contact Us

If you have any questions relating to refund of purchase from PICO Store or this Policy, please contact us at safety.pico@bytedance.com.


10. Supplemental Terms – Jurisdiction-Specific

For users in certain jurisdictions as set out below, the following additional terms apply. In the event of any conflict between the following additional terms and the provisions of the main body of this policy, the following terms shall prevail.

Australia or New Zealand
Users in Australia or New Zealand are entitled to consumer guarantees under the Australian Consumer Law and the New Zealand Consumer Guarantees Act 1993, and nothing in this refund policy excludes, restricts or modifies the application of any guarantee, right or remedy conferred or required by law. If there is a failure to comply with the consumer guarantees, you are entitled to a remedy (which may include having the goods repaired or replaced or a refund). If a repair or replacement cannot be provided or there is a major failure, you are entitled to a refund.

South Korea
Notwithstanding any terms contrary in this Refund Policy, you are entitled to the rights and remedies with regard to refund under the applicable laws and regulations including the Act on the Consumer Protection in Electronic Commerce, Etc. For the avoidance of doubt, in the event of any conflict between the terms of this Refund Policy and the applicable laws and regulations of South Korea, the latter shall prevail.