Refund & Cancellation Policy

Cancelling your subscription

You can cancel at any time, yourself, without contacting us. Sign in and go to Settings → Manage Subscription → Cancel subscription. Cancellation takes effect at the end of the billing period you have already paid for.

To be straightforward about what the cancellation screen does: it asks you two things before it finishes. First it offers you a different plan, which you can decline. Then it asks why you are leaving, and you have to pick an answer to continue. Then you confirm. We are not going to pretend that is one click — but it is entirely self-service, it takes under a minute, and nothing in it can prevent you from cancelling. If you would rather skip it, see below.

• You keep full access to your plan until the end of that period. We do not cut off access the moment you cancel.
• You are not billed again after cancelling. There is no cancellation fee, no notice period and no minimum term.
• Your projects, uploads and generated models stay in your account and remain downloadable.

If you would rather not use that screen at all, email [email protected] from the address on the account and say you want to cancel. We will do it, answer nothing back at you, and confirm in writing. You never have to complete the survey to stop paying us.

30-day money-back guarantee

If you are not satisfied with SupaVoxel, contact support within 30 days of a charge and we will refund that charge in full. You do not have to justify the request, and we refund whether or not you have used your credits.

Email [email protected] from the address on the account and say which charge you want refunded. Refunds are issued to the original payment method. We aim to process them within one business day; your bank then typically takes 5–10 business days to post the money back to your statement.

Failed generations are refunded automatically

If a generation job fails to produce a model, the credits it consumed are returned to your balance automatically — you do not need to ask. You can see every grant, spend and refund in Settings → Transaction History. If you believe a job failed and the credits did not come back, tell us and we will correct it.

How credits work — please read this part

Each paid billing period grants a fresh allowance of credits. Credits do not roll over. When a new period begins, your entire remaining balance is cleared and replaced by the new allowance.

Two consequences of that are easy to be caught out by, so we state them plainly rather than bury them:

• Credit packs bought separately sit in the same balance, so they are cleared at your next renewal too. If you top up mid-period, spend those credits before your renewal date. If a renewal has already wiped a top-up you had just bought, email us — we will put it right.
• If a renewal payment fails and the subscription goes past due, your credit balance is cleared at that point. Fixing the payment method and completing the next charge grants a fresh allowance, but the cleared balance is not restored automatically. Tell us if this happened to you and we will restore it.

Credits have no cash value and cannot be transferred or redeemed for money outside the refund terms above.

Pro-rata refunds of an unused period

Separately from the 30-day guarantee, there are two cases where we refund the unused portion of a period you have already paid for, however long ago you paid:

• We materially reduce what your plan provides. If we change or retire something your paid plan included, you may cancel and ask for a refund of the remaining period.
• We suspend or close your account for a breach of the Terms that was not deliberate.

The refund is the paid amount for the current period multiplied by the fraction of that period still remaining on the day you ask. This is what the Terms of Service refer to when they promise "a refund of the unused portion".

After 30 days

Outside the 30-day window, and outside the pro-rata cases above, we are not obliged to refund a charge, but we would still rather hear from you than not. If you were billed for a period you did not intend to renew, write to us — we read every message and we routinely make exceptions where the circumstances warrant it.

Before you contact your bank

If you see a SupaVoxel charge you do not recognise or did not intend, please email us first. We can identify the charge, cancel the subscription and refund you far faster than a chargeback, which takes weeks to resolve and helps nobody. Charges appear on statements as SUPAVOXEL.

Your statutory rights

Nothing in this policy limits any right you have under the consumer law of your country, including any statutory right of withdrawal. Where local law grants you more than this policy does, local law applies.