Refund Policy
1. Scope
This policy covers one-time credit packs and monthly subscriptions (Maker, Pro and Team), both paid through Stripe.
2. Try Before You Pay
Conversion, reconstruction and the full-quality 3D preview (with its deviation report) are free. You only pay when you download a reconstructed STEP — one credit, or one download from your plan’s monthly allowance. A conversion that fails, or a result you decide not to download, costs nothing. If less than 85% of your mesh can be rebuilt, the job fails automatically and nothing is charged. Downloading the same result again within 30 days is free.
3. Downloaded Results
Because you can inspect the result in full before paying, and a downloaded file cannot be returned, a download is generally not refundable just because the result differs from what you hoped for (see the disclaimer in Section 3 of our Terms). However, if a STEP you paid for is corrupt, empty or cannot be opened in standard CAD software, or is clearly not the geometry shown in the preview, email us within 14 days with the file name and we will return the credit or refund it.
Consumers in the EU/EEA and UK have statutory remedies if digital content does not conform to the contract (for example, a file that does not match its description or cannot be used as described): you can ask us to fix or re-supply it, and if we cannot, to reduce the price or refund. Nothing in this policy — including “preview before you pay” — removes those rights. Contact info@vertessia.com.
4. Credit Packs
Credits do not expire, so there is usually no need to refund unused ones. If you change your mind, you can ask for a refund of a credit pack within 14 days of purchase as long as none of its credits have been used; if some have, we refund the unused part in proportion. Credits bought with a payment that is later refunded or charged back are removed from your balance.
5. Subscriptions
- You can cancel any time in Account → Manage / cancel or by emailing us. Cancelling stops the next renewal; your plan stays active until the end of the period you have paid for.
- We don’t refund part-used periods, except as described below or where the law requires it.
- Forgot to cancel? If a renewal was charged and you have not downloaded anything in the new period, email us within 7 days of the charge and we will refund that renewal and cancel the plan.
6. EU / EEA / UK Consumers — 14-Day Withdrawal
If you are a consumer in the EU/EEA or UK, you may withdraw from a purchase within 14 days without giving a reason. At checkout you are asked to agree that your purchase starts immediately and that you lose the right of withdrawal for what you use. So if you withdraw within 14 days, we refund your payment minus the downloads you have already used (credits used, or downloads used from your plan, valued pro rata). To withdraw, email info@vertessia.com with your account email and a clear statement that you are withdrawing.
7. Billing Errors, Duplicate Charges & Fraud
We fully refund proven billing errors, duplicate charges and unauthorized transactions. Contact us as soon as you notice one.
8. How Refunds Are Made
Approved refunds go back to your original payment method through Stripe, normally within 5–10 business days. We refund the amount you paid in the currency you paid; your bank’s currency-conversion fees are outside our control.
9. Before a Chargeback
Please email info@vertessia.com before disputing a charge with your bank — we answer within 2 business days and fix genuine problems quickly. Your card statement shows us as VERTESSIA.COM.
10. Contact
Refund requests: info@vertessia.com · Help & support