Refund policy
Last updated: 16 September 2026
What this covers
Every plan is delivered with a check image showing what was detected. If a delivered plan has a real fault, we re-run it or refund it, on the terms below. This is the only remedy we offer.
What counts as a fault
A plan is faulty when the output cannot serve as a starting point for your own drawing. For example:
- walls that are missing, invented, or in the wrong place;
- rooms merged, split or omitted;
- geometry so distorted that fixing it takes longer than redrawing the plan.
The following are not faults, because they are inherent to how the service works and are described in our terms:
- corners, joins and wall thicknesses needing cleanup in CAD;
- door swing direction, layer names, text and labels;
- output from a source image that is illegible, heavily skewed, or too low in resolution to read, where we flagged this before running it;
- a change of mind about a plan that works.
How to report one
Write to hello@planacad.com, or reply to the delivery email we sent you, within 14 days of delivery with:
- the plan id, for example
p1001; - what is wrong and where, naming the room or the region. For example: "the wall between the kitchen and the hall is missing";
- what you expected instead.
We cannot act on a report that only says the output is wrong, and we will ask for the detail above before doing anything. Reports after 14 days are outside this policy: by then we may no longer hold the files, and we cannot check a plan we no longer have.
What happens next
We look at the report against the source image and the delivered files, and decide whether a re-run is likely to fix it. That decision is ours.
- If a re-run is likely to help, we re-run the plan at no charge. Up to 3 attempts per plan, including the original delivery.
- If a re-run is not likely to help, or the attempts are used up and the fault remains, we refund that plan instead.
- If what you report is not a fault under this policy, we tell you so and explain why. You keep the files.
Refunds
A refunded plan is refunded at $8, or the equivalent share of the pack it came from. Refunds are per plan: the plans you could use stay paid for. Paddle.com is the merchant of record for all our orders, so Paddle returns the money to your original payment method once we approve it. Allow a few business days for your bank.
Card payments cannot be refunded more than 120 days after the payment, whatever the reason.
If you bought as a consumer
If you buy as a consumer rather than for a business, you have a statutory right to withdraw within 14 days of purchase, handled by Paddle. That right applies whatever this policy says, and nothing above limits it.