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 an immediate cancellation does not refund the remainder of the period you have already paid for — see section 5.

5.1 All payments are final

Payments made to SpaceSync are non-refundable. This applies to the first payment taken when a free trial ends and to every renewal after it, to monthly and annual plans alike, and to credit top-ups. We do not offer a money-back guarantee, a refund for changing your mind, or a pro-rated refund for the unused part of a billing period.

5.2 The free trial is where to decide

A new subscription starts with a free trial (section 3). Nothing is charged during the trial, and you can cancel at any time before it ends without being charged at all — so the trial is the time to decide whether SpaceSync is right for you. Once the first payment has been taken, it is not refunded.

5.3 Monthly and annual subscriptions

Cancelling a monthly or an annual subscription stops future renewals; it does not refund the period you have already paid for. Your plan stays active until the end of that period (section 8.1). No refund is made for a partial month, or for the unused part of an annual term.

5.4 Billing errors are corrected, not refunded

If you have been charged twice for the same period, charged after your subscription had already ended, or charged through unauthorized use of your account, that is a billing error rather than a refund request. We will correct it and return the amount charged in error to the original payment method. Section 7 explains how to report one.

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 payments — the first payment after the free trial and every renewal, on monthly and annual plans alike
• 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 report a billing error

If you believe you have been charged in error:

1. Email us at hello@spacesync.ai with your account email address and a description of the charge
2. Include the date and amount of the charge, and the receipt or invoice number if you have it
3. Our team will review the charge within 3-5 business days
4. You will receive an email confirmation once the error has been verified and the correction approved

7.2 Processing Time

Once a billing error has been confirmed:

• The amount charged in error is returned within 5-10 business days
• Funds are returned to the original payment method
• Depending on your financial institution, it may take an additional 5-7 business days for the amount 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
• No refund is given for the unused remainder of the period, or for the difference in plan pricing — see section 5
• 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, at our discretion
• Service Level Agreement (SLA) terms apply to enterprise customers
• Contact support for compensation related to service disruptions

We do not make exceptions to section 5 for a change of mind, for unused time in a billing period, or for a plan that was not used. The circumstances we will always put right are billing errors — a duplicate charge, a charge after your subscription had ended, or a charge arising from unauthorized access to your account — as set out in section 7.

If a technical fault on our side has prevented you from using the platform, contact our support team. Where we offer compensation for a disruption it takes the form of service credits (section 9), not a refund.

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