Customer service emails are extremely deceptive. One agent will promise one thing and second will tell you something else. The autopilot membership starts the minute you order the unit and has no bearing on when you open it. The subscription and auto renew is where you will be charged. Be careful.
From agent.
I'd like to clarify our Autopilot policy to help address your concern.
Autopilot is a mandatory subscription for the first 12 months of Pod ownership. This means the initial subscription purchased in 2024 is not eligible for a refund per our policy, as it represents the mandatory membership period required with your Pod purchase.
The "Original subscription" refund that was processed refers to the 2025 renewal charge, the continuation of your membership after the initial 12-month period. This renewal charge was refunded as a one-time courtesy, but the original Autopilot subscription from 2024 remains non-refundable under our terms.
We understand this may be frustrating, especially since your Pod remained unopened. However, the Autopilot subscription is tied to the device purchase itself rather than activation or usage, which is why the charge processed even though the Pod was never used.
Regards,
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