Refunds, no theatre.

01

Who this applies to

Paid subscribers on Pro or Studio. The free tier has nothing to refund, so this page doesn't bind anyone using Layroom without a card on file. When workspace seats arrive on Studio, they follow the same rule as the seat holder's underlying subscription.

02

The 14-day window

From the moment your first charge clears, you have 14 days to ask for the full amount back, no reason required. This covers the first Pro or Studio subscription on an account and matches the EU's right of withdrawal for digital services. Once the refund clears (usually within five business days), the matching subscription ends and your account drops to the free tier.

03

How to ask for one

Two ways, both fine. Email [email protected] from the address the account is on, or click 'Help with this purchase' on the Paddle receipt that landed in your inbox. Paddle is the Merchant of Record, so the money movement happens on their side either way; we authorise it. A short note on what went wrong is welcome but not required.

04

What happens after

Your subscription ends at the moment the refund clears, not at the end of the billing period. The 3D models you've generated stay in your library and the scenes you've saved stay too (capped at the free-tier limit of one). We don't claw back anything you've made.

05

Renewals are different

Refunds on automatic renewal charges aren't automatic. Cancel before the next renewal hits and nothing is charged. If a renewal slipped past you, write in and we'll consider it on the merits, the obvious cases (unused months, unexpected price changes, billing surprises) included. Goodwill, not a guarantee.

06

Chargebacks and disputed charges

Talking to us first is faster than a chargeback and doesn't hurt your account. If a chargeback is opened anyway, Paddle handles the dispute and the relevant subscription is suspended until it resolves; we don't add penalties on top. Fraudulent chargebacks are the one case that can lead to a permanent account close.

07

Statutory rights

Nothing on this page removes consumer rights you have under Italian law or EU consumer law, including the 14-day right of withdrawal for digital services. If your local law gives you a longer window or extra protection, the broader rule wins.

08

Changes to this policy

We'll email subscribers at least 14 days before substantive changes take effect. Friendlier changes (longer windows, fewer exclusions) can take effect immediately. The date at the top reflects the most recent update; older versions are available by emailing the operator.

Note: this page is the operator's plain-English description of refund policy, not a substitute for legal advice tailored to your situation.