Company Handbook
Pretend Group LLC
Last updated March 31, 2026
CONTENTS
Pretend Group LLC ("Pretend," "we," "us," "our," or "Company") operates www.gopretend.com and related websites and applications (collectively, the "Services"). This Payment Terms and Billing Policy ("Billing Policy") governs how we charge for access to the Services, how we process payments, and what happens if there are billing disputes.
This Billing Policy should be read together with our Terms and Conditions and Privacy Policy, which contain important legal terms governing the Services. By subscribing to or purchasing credits from Pretend, you agree to all terms in this Billing Policy.
1. Subscription Plans and Pricing
Pretend offers six pricing options to suit different creative needs:
À la carte Plan
Cost: $10 USD per credit. Billing: Pay-per-use; charged only when you purchase credits. Credits: Each credit can be used for one creative project request. Renewal: Credits do not expire or renew automatically; you purchase as needed.
Starter Plan
Monthly Cost: $99 USD/month. Credits: 10 credits/month ($9.90 per credit). Renewal: Automatically renews monthly unless cancelled.
Builder Plan
Monthly Cost: $389 USD/month. Credits: 40 credits/month ($9.73 per credit). Renewal: Automatically renews monthly unless cancelled.
Plus Plan
Monthly Cost: $699 USD/month. Credits: 80 credits/month ($8.74 per credit). Renewal: Automatically renews monthly unless cancelled.
Pro Plan
Monthly Cost: $1,599 USD/month. Credits: 200 credits/month ($8.00 per credit). Renewal: Automatically renews monthly unless cancelled. (Most Popular)
Max Plan
Monthly Cost: $3,799 USD/month. Credits: 500 credits/month ($7.60 per credit). Renewal: Automatically renews monthly unless cancelled.
2. Payment Methods and Processing
2.1 — Accepted Payment Methods
Pretend accepts credit cards (Visa, Mastercard, American Express, Discover) and debit cards (Visa, Mastercard). All payments are securely processed through Stripe, a third-party payment processor certified at PCI-DSS Level 1 for highest security standards.
2.2 — Stripe Payment Processing
By providing your payment information, you authorize Pretend and Stripe to charge your payment method for your subscription or credit purchases, store your payment method securely for future transactions, and attempt to charge if initial payment fails. Stripe does not store full credit card details on Pretend's servers—all card data is encrypted and tokenized.
2.3 — Billing Frequency
À la carte: Charged immediately upon purchase of each credit batch, with no recurring charges. Subscription Plans: Charged on the same date each calendar month. If your subscription begins on the 31st, your next billing date will be the last day of the following month.
2.4 — Currency
All charges are in USD (United States Dollars). If you are located outside the US, your payment method's issuing bank may apply foreign transaction fees or currency conversion charges.
3. Plan Upgrades, Downgrades, and Changes
3.1 — Upgrading Your Plan
You may upgrade from a lower-tier subscription to a higher-tier subscription at any time. When you upgrade mid-month, we will credit the unused portion of your current plan and charge the difference for the upgrade on a prorated basis.
3.2 — Downgrading Your Plan
You may downgrade from a higher-tier subscription to a lower-tier subscription. When you downgrade mid-month, we will calculate the difference and issue a credit to your account or refund to your payment method. Any unused credits from your previous plan will be forfeited upon downgrade.
3.3 — Plan Changes Are Effective Immediately
All upgrades and downgrades take effect immediately. New billing rates apply starting from the change date.
4. Overage Charges and Additional Credits
4.1 — Using Credits
Each credit is consumed when you submit a creative project request that is accepted into the queue. Once consumed, a credit cannot be returned.
4.2 — Running Out of Credits
For Subscription Plans: Your subscription continues, and credits are automatically renewed on your next billing date. You may purchase additional credits on-demand at the pay-per-use rate ($10 USD per credit). For À la carte: You must purchase additional credits to continue; there are no automatic renewals.
4.3 — No Automatic Overage Charges
Pretend does NOT automatically charge overage fees. You must explicitly authorize any additional credit purchases. Overage charges will appear as additional line items on your invoice.
5. Refunds and Money-Back Guarantee
5.1 — 30-Day Money-Back Guarantee
New customers who subscribe to any Starter, Builder, Plus, Pro, or Max plan for the first time are eligible for a full refund within 30 days of their initial charge, no questions asked. To request a refund, contact us at admin@gopretend.com with your account email and request. We will process your refund within 5 business days.
5.2 — Refunds After 30 Days
For Subscription Plans: If you cancel within your current billing cycle, you will not receive a refund for that month's charges. Your access will end on the last day of your current billing cycle. Any unused credits will be forfeited. For À la carte Credits: À la carte credits are non-refundable once purchased, but purchased credits can be used at any time for 12 months from purchase date.
5.3 — Refund Method
Refunds are issued to your original payment method within 5–10 business days. Your financial institution may take an additional 2–5 business days to post the refund.
6. Cancellations and Termination
6.1 — How to Cancel Your Subscription
You may cancel your subscription at any time using self-service (navigate to Settings → Billing → Subscription → Click "Cancel Subscription") or by emailing admin@gopretend.com. Please allow 1–2 business days for processing via email.
6.2 — Effective Date of Cancellation
Cancellation is effective at the end of your current billing cycle. Your access to Pretend will remain active through the last day of your paid subscription period. After that date, you will lose access to the Services and any unused credits will be forfeited.
6.3 — Reactivation
If you cancel your subscription and wish to reactivate it later, you may do so at any time by selecting a new plan. Your previous project history and data will be retained for 90 days after cancellation.
7. Failed Payments and Account Suspension
7.1 — Payment Failures
If your payment method fails, Pretend will attempt to charge on your scheduled billing date. If the charge fails, we will automatically retry within 3 business days and send you an email notification. You have 7 days from the initial failure to update your payment method and resolve the charge.
7.2 — Account Suspension for Non-Payment
If payment is not resolved within 7 days, your account will be suspended. Your access to the Services will be restricted, remaining credits will be frozen, and you will be unable to submit new projects.
7.3 — Reactivation After Suspension
To reactivate a suspended account, update your payment method in your account settings and contact admin@gopretend.com. All outstanding charges will be retried and your account will be reactivated within 1–2 business hours of successful payment.
7.4 — Termination for Repeated Non-Payment
If your account has been suspended more than twice due to non-payment, Pretend reserves the right to terminate your account and cancel your subscription.
8. Billing Disputes and Chargebacks
8.1 — Billing Disputes
If you believe you have been charged in error, please contact us immediately at admin@gopretend.com. Include your account email, date of the disputed charge, amount, and specific reason for the dispute. We will investigate and respond within 5 business days. If we confirm an error, we will issue a refund or credit to your account.
8.2 — Chargebacks and Disputes Through Your Bank
We strongly encourage you to contact Pretend directly before filing a dispute with your bank or payment processor. If you initiate a chargeback without attempting to resolve it with us first, your account may be permanently terminated and you will lose all access to the Services and any remaining credits.
9. Contact Us
For billing questions, payment issues, subscription management, or refund requests, contact us at:
Email: admin@gopretend.com
Mailing Address:
Pretend Group LLC
630 Alta Vista Dr, Suite 106
Vista, CA 92084
United States
We aim to respond to all billing inquiries within 1–2 business days.