Cancellation & Refund Policy

This Cancellation and Refund Policy outlines the terms and conditions regarding cancellations and refunds for subscriptions and services purchased through SpaceSync. We are committed to ensuring customer satisfaction while maintaining fair and transparent policies.

SpaceSync offers various subscription tiers designed to meet the needs of different users, from individual designers to large architectural firms. Each subscription plan provides access to specific features and capabilities of our AI-powered design platform.

We offer a free trial period for new users to experience our platform’s core features. During the trial period:

• You can cancel at any time without being charged
• No refund is necessary as no payment has been processed
• Your access to premium features will end immediately upon cancellation, and cannot be reinstated for the remainder of the trial — see section 8.2
• You may retain access to basic features as specified in our free tier

If you do not cancel before the trial period ends, you will be automatically charged for your chosen subscription plan.

4.1 How to Cancel

You can cancel your subscription at any time through:

• Your account settings on the SpaceSync platform
• Contacting our customer support at hello@spacesync.ai

4.2 Effect of Cancellation

When you cancel your subscription:

• If a paid billing period is running, your subscription remains active until the end of that period. If you are still in the free trial, cancellation takes effect immediately — see section 8.2
• You will continue to have access to all features for as long as the subscription remains active
• No further charges will be made after the current billing period ends
• Your account data will be retained for 30 days after cancellation for potential reactivation

4.3 Immediate Cancellation

If you require immediate cancellation and termination of services, please contact our support team. Please note that immediate cancellations do not automatically qualify for refunds unless otherwise specified in this policy.

5.1 7-Day Money-Back Guarantee

We offer a 7-day money-back guarantee for first-time subscribers. If you are not satisfied with our service within the first 7 days of your initial subscription, you may request a full refund.

Conditions:

• Available only for first-time paid subscribers
• Request must be made within 7 days of the initial payment
• Does not apply to subsequent renewal payments
• Does not apply to annual plans after 30 days

5.2 Monthly Subscriptions

For monthly subscriptions:

• Refunds are available only within the 7-day money-back guarantee period for new subscribers
• No refunds are provided for partial months of service
• Cancellations made after the 7-day period will be effective at the end of the current billing cycle

5.3 Annual Subscriptions

For annual subscriptions:

• Full refund available within 7 days of initial purchase for new subscribers
• Pro-rated refunds may be available within 30 days at management’s discretion
• After 30 days, no refunds will be provided
• Cancellation will be effective at the end of the annual term

5.4 Pay-Per-Project Services

For individual project-based services:

• Refunds are available if the project has not been initiated or processed
• Once a project has been processed and outputs generated, refunds are not available
• Contact support within 24 hours of purchase if you need to cancel a project order

The following are not eligible for refunds:

• Add-on features or premium services already utilized
• Completed project deliverables and generated designs
• Custom development or consulting services after commencement
• Third-party services or software integrated through our platform
• Subscription renewals after the initial 7-day guarantee period
• Credit top-ups, whether or not the credits have been spent. Unspent credits are not refunded — they are kept instead, as described below

Unspent credit top-ups are kept, not refunded. If your account moves to the free tier — because you cancelled, or because a payment failed — the credits you have already purchased stay on your account and they do not expire. They are not removed because your plan changed.

Spending them requires an active ProSync plan. While your account is on the free tier your purchased credits are held, not spendable — we call this parked. They become usable again as soon as you subscribe again, with the balance unchanged. Purchased credits are non-refundable, and if you delete your account any unspent balance is forfeited.

Credits pay for usage, not for plan features. A credit balance does not by itself unlock features that are only part of a paid plan.

7.1 How to Request a Refund

To request a refund:

1. Email us at hello@spacesync.ai with your account details and reason for refund
2. Include your order number, email address, and subscription details
3. Our team will review your request within 3-5 business days
4. You will receive an email confirmation once your refund is approved

7.2 Processing Time

Once approved:

• Refunds are processed within 5-10 business days
• Funds will be returned to the original payment method
• Depending on your financial institution, it may take an additional 5-7 business days for the refund to appear in your account

A subscription can end in three different ways, and they do not all take effect at the same time. Only the first waits for your billing cycle, so each is stated separately below. Section 8.5 covers moving between monthly and annual billing, which changes your plan rather than ending it.

8.1 Cancelling a paid subscription

If you cancel while a paid billing period is running:

• The downgrade takes effect at the end of your current billing period, not immediately
• You continue to have access to your current plan features until that period ends
• No further charges are made once that period ends
• Except where section 5 provides otherwise, no refunds are given for the unused remainder of the period, or for the difference in plan pricing
• You can subscribe again at any time

8.2 Cancelling during the free trial

Cancelling during the free trial takes effect immediately, and cannot be undone. A trial cancellation cannot be scheduled for the end of the trial, so it always takes effect at once:

• Your access to paid features ends as soon as you cancel. You do not keep the remaining days of the trial
• The cancellation cannot be reversed, and the free trial cannot be started again on the same account
• Nothing has been charged during the trial, so there is nothing to refund
• You keep the free tier, and you keep everything listed in section 8.4 below

If you would like the benefit of the full trial, cancel on its last day rather than early.

8.3 Downgrade after a failed payment

If a renewal payment fails, we retry it and contact you by email. If it is still unpaid when the retry and grace period ends, your account moves to the free tier at that point — not at the start of a later billing cycle:

• The move to the free tier happens as soon as the grace period expires
• Paid features stop being available from that moment
• You can restore access at any time by subscribing again

8.4 What a downgrade does not take away

However your plan ends, any unspent credit top-ups you have already purchased stay on your account. They are not refunded, and they are not removed or expired because your plan changed. What a downgrade does change is that they cannot be spent until you have an active ProSync plan again: the balance is parked while your account is on the free tier, and unlocks unchanged when you subscribe again. See section 6.

8.5 Switching between monthly and annual billing

Moving between monthly and annual billing changes your billing interval rather than ending your subscription, and your access is not interrupted by it. To request a switch, email us at hello@spacesync.ai. Whenever the change is made, it takes effect at the start of your next billing period, in both directions:

• You keep your current plan, your current price and all of your features until the period you have already paid for ends
• The new interval and its price begin at your next renewal
• Because the change waits for the end of the period you have paid for, there is no partial period to account for: no charge and no refund is made for the difference in plan pricing, in either direction
• A switch that has been arranged but has not yet taken effect can be called off before that date, and your billing then continues unchanged

If you switch during a free trial, the change applies to your first charge instead. Your trial is not shortened, restarted or cancelled — only the amount charged when it ends.

A switch is not always available. It cannot be made while a renewal payment is being retried (see section 8.3), or once you have cancelled and your subscription is scheduled to end — it is ending on the date you chose, so subscribe again instead once it has. If you are on a promotional or legacy price we will not move you automatically either, because doing so could change what you pay; write to us and we will confirm the price with you first.

In the event of significant service disruptions or outages:

• We will work to resolve issues as quickly as possible
• Extended outages may qualify for service credits or pro-rated refunds
• Service Level Agreement (SLA) terms apply to enterprise customers
• Contact support for compensation related to service disruptions

We understand that special circumstances may arise. We will review refund requests outside our standard policy on a case-by-case basis. Contact our support team to discuss your specific situation.

Examples of special circumstances may include:

• Technical issues preventing use of the platform
• Billing errors or duplicate charges
• Unauthorized account access resulting in charges
• Medical emergencies or unforeseen personal circumstances

We reserve the right to modify this Cancellation and Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after any changes indicates acceptance of the updated policy.

If you have any questions about our Cancellation and Refund Policy, please contact us:

Email: hello@spacesync.ai