Refund & Cancellation Policy

1.Try before you pay

Every new account includes a free trial — 7 days and 50 AI renders — with no card required. The trial exists so you can upload your real catalog, embed the widget, and judge render quality on your own products before spending anything.

Because a full-featured trial is available to everyone, we generally do not refund a plan simply because it was purchased and then not used. Please use the trial.

2.Cancelling a subscription

• You can cancel auto-renew at any time from Billing in your dashboard. No email or phone call is required.
• Cancelling stops future charges only. Your plan stays active for the rest of the period you have already paid for, and your widget keeps working until then.
• We do not pro-rate or refund the remainder of a period on cancellation. You keep the access you paid for.
• After the paid period ends, the account returns to the free tier. There is a short grace window before limits are reinstated, and your catalog and settings are not deleted when a plan lapses.

3.When we do refund

We will refund in full, promptly, in these cases:

• Duplicate or accidental charges — for example the same period paid for twice.
• You were charged after cancelling, or charged an amount that does not match the plan you selected.
• You were charged for a renewal you did not authorise.
• A fault on our side made the Service substantially unusable for a significant part of a paid period, and we could not resolve it. Where a refund is not appropriate, we may instead extend your period or credit renders.

If you are a first-time subscriber and something is genuinely wrong — the Service does not do what our pricing page said, or the fit is clearly not there — write to us within 7 days of the charge and we will look at it properly. We would rather sort it out with you than have you dispute a charge.

4.When we do not refund

• Change of mind after a paid period has been used, given the free trial is available to everyone beforehand.
• Partial periods after a voluntary cancellation, as described above.
• AI render output not matching your expectations. Renders are AI-generated previews and vary; the trial is there so you can evaluate quality on your own products first.
• Accounts suspended or terminated for breach of our Terms of Service.

5.Render top-ups

Render top-up packs are one-time purchases that add credits to your balance. Credits are consumed only after your plan allowance runs out and they roll over between periods — they do not expire at the end of a month.

An unused top-up can be refunded within 14 days of purchase. Once credits from a pack have been spent, that pack is non-refundable, because each render has a real cost to us the moment it is generated.

6.Who processes your payment

Payments are processed by Dodo Payments, our authorised reseller and merchant of record. Dodo Payments — not Ruangmu — appears on your card or bank statement and issues your receipt. Refunds are returned through Dodo Payments to the original payment method.

Contact us first at [email protected] and we will arrange it. Refunds typically appear within 5–10 business days of approval, depending on your bank or payment provider.

7.How to request a refund

Email [email protected] from the address on the account, with the payment reference shown in your billing history and a short description of the problem. We aim to reply within 2 business days.

If you think a charge is wrong, please contact us before raising a dispute with your bank. A chargeback locks the payment while it is investigated, which usually makes it slower to put right than simply telling us.

8.Taxes and fees

Where a refund is issued, any tax collected on that payment is refunded with it. Bank, card-network, or currency-conversion fees charged to you by your own bank are outside our control and may not be recoverable.

9.Changes to this policy

We may update this policy from time to time. If we make material changes we will update the “Last updated” date above. The policy in force at the time of your payment is the one that applies to it.

10.Contact us

Questions about refunds or billing can be sent to [email protected].