Legal

Refund Policy

Effective May 9, 2026 · Last updated May 9, 2026

The short version. Failed generations are auto- refunded. One-time credit packs can be refunded within 14 days if you used less than 20%. Monthly subscriptions can be canceled at any time but the current month is non-refundable. Yearly subscriptions get a pro-rata refund within 30 days of the latest charge if you used less than 50% of credits granted to date. EU/UK consumers have a 14-day right of withdrawal — see §9. Email hello@floorplanai.net to request.

This Refund Policy explains when and how refunds are available for purchases made on floorplanai.net. It forms part of our Terms of Service. Defined terms not defined here have the meanings given in the Terms.

1. Overview

We want every paying customer to feel they got value. This Policy spells out the windows and conditions under which we issue refunds, and how to ask for one. Where a mandatory consumer-protection law in your country gives you stronger rights than this Policy, those rights prevail.

2. Definitions

Plan Credits — credits granted under a Subscription that expire at the end of each billing cycle.
Top-up Credits — credits purchased via a one-time pack that do not expire.
Free Credits — signup-bonus or promotional credits that have no cash value.
Billing cycle — the calendar month or year between two consecutive renewal charges.
Pro-rata refund — a refund proportional to the unused portion of a billing cycle.

3. Failed generations — automatic refund

If a generation fails because of an error on our side or in an AI Provider, the Credits charged for that generation are automatically refunded to your Top-up balance.

“Failed” means the AI Provider returned an error, the job timed out before producing an image, or the moderation step blocked the prompt and we already deducted Credits in error. It does not include cases where the Output was successfully produced but did not meet your aesthetic expectations — generative AI is non-deterministic and reasonable variation is expected.

4. One-time credit packs

For Pro One-time and Team One-time purchases (and any other one-time Top-up Credit pack we may offer):

Window: within 14 days of purchase.
Usage limit: you must have used less than 20% of the Credits granted by the pack. (Example: a 240- credit Pro One-time pack qualifies if you have used fewer than 48 credits.)
Refund amount: 100% of the purchase price.
What happens to the Credits: all remaining Credits from that pack are removed from your balance.

After 14 days, or if you have used more than 20%, one-time pack purchases are non-refundable except where required by mandatory consumer law.

5. Monthly subscriptions

Monthly Subscriptions (Pro Monthly, Team Monthly) are charged in advance for the upcoming month and are non-refundable for the current month.
You may cancel at any time via the Stripe Customer Portal. Cancellation takes effect at the end of the current cycle; you keep access and remaining Plan Credits until then. You will not be charged again.
Exception: if you cancel within 24 hours of the very first purchase of a Monthly Subscription, and you have used 0 Plan Credits in that period, we will refund the first month on request.

6. Yearly subscriptions

Yearly Subscriptions (Pro Yearly, Team Yearly) are charged once per year and Plan Credits drip into your balance monthly across the year — see the Pricing page.
Pro-rata refund window: within 30 days of the most recent annual charge, if you have used less than 50% of the Plan Credits granted to date under that yearly term, you may request a pro-rata refund of the unused months. Calculation: refund = (annual price) × (unused full months remaining) / 12.
After 30 days, or if you have used 50% or more of credits granted, the yearly purchase is non-refundable. You may still cancel future renewals at any time.
On a successful refund, your Subscription is canceled effective immediately and unused Plan Credits are removed.

7. Plan upgrades & downgrades

Upgrade mid-cycle.When you upgrade (e.g. Pro → Team), Stripe charges the prorated difference for the remainder of the current cycle and grants the new tier's Plan Credit allotment. Already-spent Credits on the old plan are not recovered.
Downgrade. Downgrades take effect at the end of the current cycle; no immediate refund is issued.
Switching cycle (Monthly → Yearly). The new yearly term starts immediately; the unused portion of the current monthly period is credited toward the yearly charge.

8. Free & promotional credits

Free Credits — including the 1-credit signup bonus and any promotional credits we may grant — have no cash value, are non-transferable, and are not refundable. We may revoke unused Free Credits at any time, including in cases of abuse, multi- accounting, or violation of our Terms.

9. EU / UK right of withdrawal (14-day cooling-off)

If you are a consumer resident in the European Union, the United Kingdom, or Switzerland, you have the right to withdraw from a purchase contract within 14 days of purchase without giving any reason, under Directive 2011/83/EU (and the corresponding national laws), the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and equivalent Swiss law.

Important: By starting to use Credits or accessing the Service during the 14-day window, you expressly request that we begin performance of the digital content service immediately and you acknowledge that you lose the right of withdrawal once performance has begun, in accordance with Article 16(m) of Directive 2011/83/EU. If you have not used any Credits, the right of withdrawal applies and we will refund the purchase in full.

To exercise the right of withdrawal, email hello@floorplanai.net within 14 days of purchase from the email address on your Account with the subject line [Withdrawal] and your invoice ID.

10. Chargebacks

If you have a billing concern, please email us first — most issues are resolved within one or two business days. Initiating a chargeback with your card issuer or bank without first contacting us may result in:

Immediate suspension of your Account pending the chargeback outcome;
Forfeiture of any remaining Credits;
Permanent ban from the Service if the chargeback is determined to be in bad faith.

We may dispute fraudulent or unsubstantiated chargebacks with evidence of your usage. We may report unrecoverable fraudulent chargebacks to chargeback-prevention networks.

11. Currency, taxes & fees

All prices and refunds are denominated in US dollars (USD). Currency conversion losses are borne by you and your card issuer.
Refunds include any tax (VAT, GST, sales tax) we collected via Stripe Tax on the original purchase.
Stripe processing fees are not refunded by Stripe to us; we absorb them on goodwill refunds.

12. Processing time & method

We aim to respond to refund requests within 2 business days.
Approved refunds are issued via Stripe to the original payment method within 5 business days of approval.
The time for the credit to appear on your statement depends on your card issuer or bank, typically 5–10 business days after Stripe issues the refund.

13. How to request a refund

Email hello@floorplanai.net from the email address on your Account, with the subject line [Refund], including:

The Stripe invoice ID or checkout session ID.
The plan or pack purchased and the purchase date.
The reason for the request.
Approximately how many Credits you have used since the purchase (if relevant under §4 or §6).

14. Disputes & appeals

If we decline your refund request, you may appeal once by replying to our decision email within 14 days with any additional context. After the appeal, our decision is final, except for any rights you have under §9 (EU/UK right of withdrawal), other mandatory consumer law in your jurisdiction, or §24 of the Terms of Service (dispute resolution and arbitration).

15. Contact

For all refund matters: hello@floorplanai.net.